Information Technology Support Staff’s Competency Level in E-Learning Implementation: A Comparative Study of Kenyatta University, Kenya and University of Cape Coast, Ghana
Gathumbi, Agnes W.
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E-learning is an area that has been embraced by many universities and other institutions of higher learning in many developing countries. An attempt to install and use e-Learning equipment and facilities has been met by many challenges. These are in hardware, software and manpower development to meet the needs of the students and staff. Provision of sustained technical support to the end-users is an area that has been overlooked in the adoption of e-learning platforms across the higher education institutions of developing countries. This was a comparative study that assessed Information Communication and Technology (ICT) competency level of Information Technology Support Staff (ITSS) of Kenyatta University (KU), Kenya and University of Cape Coast (UCC), Ghana. Descriptive survey design was used for the study. Purposive sampling technique was employed to select 68 ITSS for the study. Six hypotheses were formulated and tested using independent sample t-test. The study found that the ITSS in the two universities have low proficiency in the area of information system management, software application functions and hardware troubleshooting of the network facilities. The study further found that there exist statistically significant differences in the ICT basic literacy and patch management proficiency, between ITSS of UCC and KU. However, no statistically significant differences were established in the competency levels of system security administration, storage management, service directory administration and output management functions. Other conclusions and recommendations have been made for both universities.