Customer Service Technician

About the Organizations:
The International Livestock Research Institute (ILRI) works to enhance the roles livestock play in pathways out of poverty in developing countries. The World Agroforestry Centre (also known as the International Centre for Research in Agroforestry or ICRAF) is an independent research institution which generates science-based knowledge about the complex role trees play in agricultural landscapes and rural livelihoods.
ILRI and ICRAF are both Headquartered in Nairobi, Kenya and are members of the Consultative Group on International Agricultural Research (CGIAR) Consortium, a global research partnership of 15 centres working with many partners for a food-secure future. For more information, please visit the following sites: www.cgiar.org; www.ilri.org; and www.worldagroforestry.org

About the Position:
ILRI and ICRAF jointly seek to recruit an ICT Customer Service Technician who will provide the first point of contact for ICT users. The position will be based at the World Agroforestry Centre’s Nairobi campus. The holder will however be expected to provide assistance to the ILRI campus in Nairobi when required.
Responsibilities:

• Diagnose and resolve service requests assigned from the Nairobi campus as soon as possible and within the timeframe set by the priority level.
• Keep the helpdesk status up-to-date and communicate regularly with the requester to keep them informed of the status.
• Close the call as soon as the problem has been resolved to the satisfaction of the customer.
• Escalate any problems that cannot be resolved to the ICT Customer Services Officer.
• Support in the management of the helpdesk functions including logging all ICT service requests, assigning the correct priority level, category, type and the appropriate ICT staff or service provider to carry out the request.
• Identify commonly recurring requests for assistance and advise on how these can be prevented or minimised, through training, user awareness or changes in configuration.
• Configure and roll-out new equipment and applications to computers on the network.
• Keep inventory of equipment up-to-date following the written procedures.
• Participate as required in ICT customer services projects that are implemented by the ICT Customer Services team
• Provide support for virtual meetings and collaboration spaces support for communication and Collaboration.

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 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 (3) year contract period; renewable subject to availability of funds and individual performance. Salary and benefits will be in line with those provided by ILRI.

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 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 26 June 2015.
ILRI & ICRAF are equal opportunity employers