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- Head of Unit(1): Managing and overseeing the operations of the unit.
- Mail Server Administrator(1): This staff is responsible for managing and maintaining the University’s email infrastructure. Primary goal is to ensure reliable, secure, and efficient email services.
Key responsibilities:
- Server management: Installing, configuring, and upgrading mail servers, including hardware and software maintenance.
- Email account management: Creating, modifying, and deleting email accounts, as well as managing access controls and permissions.
- Security and spam management: Implementing and maintaining security measures to prevent spam, viruses, and other email-borne threats.
- Performance monitoring and optimization: Monitoring email server performance, identifying bottlenecks, and optimizing system resources for improved efficiency.
- Troubleshooting: Resolving email-related issues, such as delivery problems, authentication errors, and client configuration issues.
- Compliance and policy management: Ensuring email services comply with organizational policies, regulatory requirements, and industry standards.
- Backup and recovery: Implementing backup and recovery procedures to ensure business continuity in case of email server failures or data loss.
- Documentation and reporting: Maintaining accurate documentation and generating reports on email server performance, usage, and security incidents.
3.System Analyst(2): The System Analyst here plays a crucial role in bridging the gap between university community needs as Related to emailing and technology solutions. They analyze and design mail server systems to improve efficiency, productivity, and overall performance.
Key Responsibilities:
- System Design: Designing and proposing mailing system solutions to meet needs, including hardware, software, and infrastructure requirements.
- System Integration: Integrating new mailing systems with existing infrastructure, ensuring seamless communication flow and minimal disruption. Conducting thorough testing to ensure mailing systems meet requirements and are free from defects.
- Implementation and Deployment: Overseeing the implementation and deployment email addresses to the University community and deployment of new systems, providing training and support to end-users.
- Maintenance and Troubleshooting: Performing routine maintenance, troubleshooting issues, and applying patches and updates to ensure system stability
4. Help Desk Officer (2): A Help Desk Officer, also known as a
Technical Support Specialist or Service Desk Technician, is
responsible for providing assistance and support to the university communities with technical issues or product-related questions.
Key Responsibilities:
- Responding to users’ inquiries via phone, email, chat, or in-person.
- Troubleshooting and resolving technical issues with hardware, software, or networks.
- Providing product information, guidance, and training to users.
- Documenting users interactions, issues, and resolutions in an e-ticketing system.
- Escalating complex issues to higher-level support teams or specialists.
- Participating in knowledge-sharing activities to improve team performance and stay up-to-date with new technologies.
5. ICT support Staff (1): ICT Information and Communications
Technology) Support Staff, also known as IT Support or Technical Support, play a vital role in ensuring the smooth operation of an organization’s technology infrastructure.
Key Responsibilities:
- Troubleshooting: Identifying and resolving hardware, software, and network issues.
- Technical Assistance: Providing support and guidance to users via email, phone or in-person.
- Maintenance and Repair: Performing routine maintenance, repairs, and upgrades to hardware and software.
- Installation and Configuration: Installing, configuring, and testing new hardware and software.
- Network Administration: Managing and maintaining network infrastructure, including routers, switches, and firewalls.
- Security: Ensuring the security and integrity of the organization’s data and systems.
- Documentation: Maintaining accurate records of technical issues, resolutions, and system configurations.
6. E-ticketing officer (1): An e-Ticketing Officer is responsible for
managing and resolving users support requests and issues
through an electronic ticketing system. Their primary goal is to provide timely and effective support to users, ensuring their issues are resolved efficiently.
Key Responsibilities:
- Managing e-Ticketing System: Creating, assigning, and tracking e-tickets to ensure timely resolution of user issues.
- Users Support: Responding to users inquiries, resolving issues, and providing product or service information via email, phone or chat.
- Issue Resolution: Troubleshooting and resolving technical issues, escalating complex problems to senior support staff or specialists when necessary.
- Ticket Management: Updating ticket status, categorizing issues, and ensuring accurate documentation of users interactions.
- Reporting and Analytics: Generating reports on ticket volume, resolution rates, and users satisfaction to identify trends and areas for improvement.
Process Improvement: Suggesting and implementing process enhancements to improve efficiency, users satisfaction, and first-call resolution rates.
