ICT Technical support & maintenance

ICT Technical support &maintenance team

Main Purpose 

To be responsible for the management, maintenance and development of all ICT equipment and

 the provision of technical  support for ICT  related activities together with 

 computer laboratory services for teaching and learning  processes.

Goal of the team is to ensure the university society  to access ict resources for learning, teaching, research, training, consultancy and administrative functions.

Sections with in the  team

  • Computer laboratory  section.
  • Ict Helpdesk/technical support unit.
  • Hardware maintenance unit,

The Responsibilities of the team includes.

  • Implement effective, efficient and demand – oriented support services for all customers in all relevant aspects of IT..
  • Provides advanced hardware technical assistance and support; troubleshoots and resolves system hardware, software, and communications failures and conflicts.
  • Ensure the Installation, integration and configuration of new computer systems and ICT hardware for users.
  • Investigates, analyzes, and resolves hardware and associated software and communication problems on the University’s computer systems; performs complex hardware repairs and maintenance on a wide range of computers and peripherals.
  • Evaluates existing computer systems hardware, and Performance systems upgrades based on customers’ needs, customizes and tests computer systems and recommend solutions and ICT hardware.
  • Work with IT infrastructure development and service team on troubleshooting and integrating ICT equipments that have networking feature.
  • Plan, analyze and select on future and current ICT equipments and service infrastructure for the University.
  • For  proper inspection of new IT Equipment.
  • Reviews, prioritizes and processes problem reports; documents the progress of projects with different partners.
  • Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements, though e.g. liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring. Identify improvements to the service provided.
  • Carry out administrative functions; conduct risk assessment and risk management; give direction and guidance; coach and mentor team members;.
  • Review assignment for accuracy and quality; attend meetings, trainings or seminars.
  • Setting up and monitoring contracts with external suppliers for the provision of technical support as required.
  • Be available at defined locations and on defined channels during defined working hours and receive and document services calls from ECSU Staffs.
  • Provide 1st level support for ECSU – staffs in using the ECSU IT – Infrastructure and systems by either training on – the – job or simple troubleshooting of IT – Problems.
  • Monitor all computer laboratories regularly and provide close support to computer laboratory technicians.
  • Solve IT – related problems or, if not possible, forward IT – Problems to the appropriate unit for 2nd level support.
  • Monitor the performance of computer system and networks, and to coordinate computer network access and use.
  • Gather data pertaining to customer needs and use the information to identify, predict, and evaluate customer service.
  • Provide support to IT – Infrastructure unit as required.
  • Maintains records including problem documentation and actions taken.
  • Responsible for delivering friendly and prompt services
  • Respond to requests for technical assistance in person, via phone, electronically         
  • Create, change and delete user accounts per request.
  • Provides posting and notification of power and network outages to network users.
  • Identify and escalate situations requiring urgent attention.
  • Stays current with technological developments in helping users and recommend ways to take advantage of new technology.
  • Develop working plans and track/ report status of assigned projects/ tasks.
  •  Offers general consultations and technical services support for people who are working or studying in the lab.
  • Provides instruction to all lab users on proper use of all equipment.
  • Consults supervisors on more difficult issues.
  •  Ensures that computer lab equipment is being cared for properly by users.
  •  Makes sure food and beverages are not consumed in close proximity to computers.
  • Monitors files and programs that are downloaded on to the computers to make sure spyware, malware and other dangerous programs are not downloaded.
  • Diagnoses hardware problems and fixes them or contacts the appropriate hard ware section to correct the problem.
  • Files all reports required by the employer.
  •  Supplies reference materials to help users learn how to use particular programs.
  • Conducts regular maintenance on the computers in the lab.
  •  Maintains inventory of supplies, places orders and records of maintenance activities.
  • Performs regular software backups.

            

   Contact persons

No

Name

Position

Office Location

Telephone Extension

 

E-mail Address

1

Ato Melaku Wondimu

Ict technical,support &

maintenance Team Leader

Main Campus

Block 6

Off.No4

0116458689

Ext-223

Mel_223@yahoo.com

2

W\ro Mesert Zewudie

Senior hardware technician

Tax diplomacy ground workshope

--

keleu2009@yahoo.com

3

Akalu Alaro

Hardware technician

Tax diplomacy ground workshope

--

Akalu.alaro2@gmail.com

4

 Gete Angaso

Junior Hardware technician

Tax diplomacy ground workshope

--

geteangasu@yahoo.com

5

Lamerot wondime

Junior Hardware technician

Tax diplomacy ground workshope

--

Lamerot wondem2020@gmail.com

6

Habtam  Melese

Junior Hardware technician

Tax diplomacy ground workshope

---

habtamlemlem12@gmail.com

7

Mentwabe  Armeda

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221)

metuarmeda321@gmail.com

8

Elizabeth  Negash

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221)

elneg12@gmail.com

9

Biniam   Dawit

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221)

biniamhana12@gmail.com

10

Sintayehu  H/Michael

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221)

sinthail.hm@gmail.com

11

Yetneberk  Tafesse

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221)

comyetu@yahoo.com

12

Samuel Senbtu

Ict Helpdesk/technical support technician

Block 6

Office no 002

0116458689

 Ex. (221))

samuelsenbtu@gmail.com

13

Yared Negash

Computer lab.technician

Iuds campass

(kotebe)

0116458688

Yarednegash121@gmail.com

14

Tewodros workineh

Computer lab.technician

Iuds campass

(kotebe

0116458688

tewodrosworkineh@gmail.com

15

Salilew Aga Balcha

Computer lab.technician

Iuds campass

(kotebe

0116458688

salikeaga@gmail.com

16

Tigist Gebru

Computer lab.technician

Main

Campass sgs

 

ruthnazrith@yahoo.com

17

Kibrekidusan Dinsa

Computer lab.technician

Middle Campass

0911124456

m2dinsa@yahoo.com

18

Moges Gebeyaw

Computer lab.technician

MainCampass sgs

0911548070

mogbet@yahoo.com

19

Simon  Belay

Computer lab.technician

Main Campass sgs& Middle Campass

 

belalemboy10@gmail.com

20

Kibruyesfa deresse

Computer lab.technician

Training rooms

 

 

21

Samuel Tibebu

Computer lab.technician

Main Campass sgs& Middle Campass

 

Tibebesamuel5@gmail.com

22

Yhualashet Tgene

Computer lab.technician

Main Campass sgs& Middle Campass

 

 

23

Leditu Amessalu

Computer lab.technician

Main campass

Library

 

 

24

Sebel  Negussei

Computer lab.technician

Main Campass sgs

 

 

25

Abel Tadesse

Computer lab.technician

Tax-building

 

 

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