ICT Customer Service Technician

By Live Lover -
Vacancy Number: ICT/CS/09/14
Department: Corporate Services
Duration: 3 years’ Contract

The International Livestock Research Institute (ILRI) and the World Agroforestry Centre (ICRAF) seek to recruit an ICT Customer Services Technician. The position represents the primary customer interface for ICT services and technical support functions of the centre. The incumbent will be responsible for ensuring efficient use of ICT equipment, applications and resources as well as resolving incidents, problems and attending to requests that reach the ICT unit. 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 with partners worldwide to enhance the roles that livestock play in food security and poverty alleviation, principally in Africa and Asia. The outcomes of these research partnerships help people in developing countries keep their farm animals’ alive and productive, increase and sustain their livestock and farm productivity, find profitable markets for their animal products, and reduce the risk of livestock-related diseases.www.ilri.org.
ILRI is a not-for-profit institution with a staff of about 700 and in 2014, an operating budget of about USD83 million. A member of the CGIAR Consortium working for a food-secure future, ILRI has its headquarters in Nairobi, Kenya, a principal campus in Addis Ababa, Ethiopia, and offices in other countries in East, West and Southern Africa and in South, Southeast and East Asia.

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. http://www.worldagroforestry.org. The Centre’s headquarters are located in Nairobi, Kenya, and research is conducted in 31 countries in Africa, Asia and Latin America. We are supported by the Consultative Group on International Agricultural Research (CGIAR) and receive funding from over 50 different donors.

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
  • First and Second Level support for ICT services within the SLAs set.
  • Systems Administration E.g. Active Directory, Exchange, PBX
  • ICT user training.
  • Configuration and roll-out of new equipment and applications to computers on the network.
  • Participate as required in ICT projects.
  • Manage and provide support for virtual meetings and collaboration spaces.
  • Backstop the helpdesk technician in managing the ICT service desk functions e.g logging all ICT service requests, assigning the correct priority level, category, type and the appropriate ICT staff or service provider to carry out requests as well as follow up for resolution.
  • Use the Helpdesk reports to identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness or changes in configuration.
  • Participate in the review and improvement of procedures and guidelines for the unit as those used by users to aid in access to ICT services.
Requirements
  • Bachelors degree in Computer Science or related discipline.
  • 2 years’ experience in a busy ICT environment.
  • Certification as a Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Office Specialist (MOS) or Information Technology Infrastructure Library (ITIL).
  • Computer Applications and Customer service training.
  • Good communication and interpersonal skills with the ability to pass on information clearly to users and to grasp difficulties perceived by users.
  • Strong customer service orientation that establishes a good working relationship with customers, with the attitude of wanting to assist people and pass-on their knowledge and experience to others.
  • Organized, dynamic self-starter who sees the position as a step in their career development.
  • Good logical diagnostic skills and ability to exercise good judgement in the resolution of problems.
  • Ability to multi-task in dealing with several different problems at a time.
  • Advanced proficiency in the core applications used at ILRI and ICRAF including MS Office Suite, and at least one of the non-core applications supported by the ICT Unit.
  • Ability to meet deadlines, monitor and follow-up on pending matters under minimum supervision.
  • Ability to work under high pressure to tight deadlines.
  • Ability to communicate fluently in English.
Terms of appointment: This is a Nationally Recruited Staff (NRS) position based at ICRAF Nairobi campus and is for a three year contract period; renewable subject to availability of funds and individual performance. Salary and benefits will be in line with those provided by ILRI.

Job level and salary: This position is job grade 2B with a starting gross salary of KES 81,520 per month. In addition ILRI currently 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. The position title and reference number REF: ICT/CS/09/14 should be clearly marked on the subject line of the cover letter.
All applications should be submitted through our recruitment portal, http://ilri.simplicant.com by 9 October 2014.
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