ICT helpdesk Technician

ILRI and ICRAF seek to recruit an ICT helpdesk Technician who will provide the first point of contact for ICT users. The position will be based on the World Agroforestry Centre’s Nairobi campus. The holder will however be expected to provide assistance to the ILRI campus when required.

ILRI works to enhance the roles livestock play in pathways out of poverty in developing countries. ILRI is a member of the Consultative Group on International Agricultural Research (CGIAR) Consortium, a global research partnership of 15 centers working with many partners for a food-secure future. ILRI has two main campuses in East Africa and other hubs in West and southern Africa and South and Southeast Asia. www.ilri.org.

The World Agroforestry Centre (ICRAF) is an independent research institution which generates science-based knowledge about the complex role trees play in agricultural landscapes and rural livelihoods. As part of the Centre’s work to bring tree-based solutions to bear on poverty and environmental problems, researchers – working in close collaboration with partners – are developing new technologies, tools and policy recommendations for increased food security and ecosystem health. www.worldagroforestry.org

CGIAR is a global agricultural research partnership for a food-secure future. Its science is carried out by 15 research centres that are members of the CGIAR Consortium in collaboration with hundreds of partner organizations. www.cgiar.org.

Responsibilities

• Manage the helpdesk functions. This includes logging all ICT service requests, assigning the correct priority level, category, type and the appropriate technician or service provider to carry out the request.
• First Level Support: Diagnose and resolve incidents over the phone, through remote connection or by providing information.
• Monitor and following-up on the status and resolution of outstanding service requests. Especially those that have taken unusually long and escalate any problems to the appropriate ICT staff.
• Process and disseminate helpdesk reports and statistics for use in analysing common incidents and assessing performance of the ICT Department against agreed SLAs.
• Maintain the log of equipment and other resources loaned to Staff.
• Process the arrival of new staff and clearance of staff leaving the Centre, by following the set procedures. This will include to assigning or disabling accounts and access to resources, allocation of telephone and copying/printing PINs, IPASS and DISA accounts, updating of systems and databases, organising for data transfer or archival and providing appropriate information to the staff member.
• Keep the databases that are used to manage the operations of the Department up to date. These include the ICT equipment inventory, Recharge Pro and Equitrac (ILRI) etc.
• Inform the appropriate people whenever ICT services are unavailable and again when the service is restored, including when ICT staff are unavailable.
• Assist in the training and mentoring of students attached to the ICT Department.
• Work with the Administrative assistant to organise the production of flyers, posters and other documents for the promotion and communication from the ICT Department.
• Stand in for the ICT Administrative assistant whenever he/she is away.
• Under the guidance of the ICT Customer Services manager, participate as required in ICT Customer services projects that are implemented by the ICT Customer Services team.

Requirements

• Bachelor’s Degree in Computer Science/Information Technology with at least one year relevant work experience.
• Microsoft Office Specialist (MOS) will be an advantage
• Computer Applications and Customer service training

Terms of appointment:

This is a Nationally Recruited Staff (NRS) positions based at ILRI’s Nairobi campus and is for a 3 years’ contract period.

Job level and salary:

This position is job level 2B with a starting gross salary of KES 89,876 per month. In addition to salary, ILRI offers Medical insurance for staff and dependents, Life insurance, Pension at 12.5% employers contribution, Annual holiday entitlement of 30 days+ public holidays within ILRI’s National Recruited Staff Scheme.

How to apply:

Applicants should send a cover letter and CV explaining their interest in the position, what they can bring to the job and the names and addresses (including telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to the Director, People and Organizational Development through our recruitment portal: http://ilri.simplicant.com by 22 August 2014. The position title and reference number REF: ICT-Tech/ CS/08/14 should be clearly marked on the subject line of the cover letter.