ICT Technical Support and Maintenance Unit
The objective of the ICT Technical Support and Maintenance is to provide flexible customer-oriented ICT services to the HU user by receiving problem calls, requests, enquiries and on all the solutions the appropriate ICT personnel meet the needs of every customer. The Technical Support and Maintenance Service is available during working hours, Monday to Friday, 8: 00 am to 5:00 pm.
The ICT Infrastructure & Services Unit is committed to developing, implementing, and supporting network systems and technologies that reinforce the University's mission as a provider of high-quality ICT infrastructure. Network Services include adequate connectivity for most of today’s high-speed network and computing needs. The HU ICT Directorate staff supports different colleges/schools/departments/units to determine the type of connection needed to link the workstations and labs, which are the university's backbone.
Technical Support and Maintenance Unit Roles and responsibilities
Roles and responsibilities
- Update and patch the operating systems and middleware in data centers
- Single point of contact for ICT related issues, problems, requests …
- Provide quick services to its users, provide problem identification, support and resolution functions to its customers
- Plan, implement and manage patch management and end point malware protection for campus users and staff workstations
- Plan, implement and manage central Identity management solution for existing and new systems to be implemented
Roles and responsibilities
- Record, monitor problems being reported to ICT, update users on status of problems, and report on service level metrics for services provided
- Compile a knowledge base of problems and solutions, for use by first level support personnel
- Track and report on Service Level performance that it achieves and ICT delivers
- Secure the network from Internal and external threats
- Monitor real time status of the physical and logical connections
- Log and audit network access
Roles and responsibilities
- Maintain failed office equipment (printer, ups, computer, laptops, phones, network devices)
- Perform preventive maintenance regularly
- Keep an inventory of maintained and replaced items
- Prepare depreciation, discarding and replacement plan for equipment
- Plan, implement and manage internal communication and collaboration platforms (email, portal, unified communications, etc.)
- Plan, implement and manage online and offline backup
- Create and manage application-ready local cloud infrastructure
Vision:
To exceed our customer’s expectations by offering exceptional proactive ICT maintenance Services.
Mission:
To provide integrated, coordinated and customer-focused high quality ICT maintenance Services within short period to the community.