The International Livestock Research Institute (ILRI) seeks to recruit an ICT Customer Services Technician to provide primary customer interface for ICT Customer Services, the Service desk and technical support.
He/she provides support for full use of ICT equipment, applications and other resources on the campuses through the resolution of incidents and passing-on their knowledge and experience.
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.
ILRI is a not-for-profit institution with a staff of about 700 and in 2016, an operating budget of about USD 83 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.
Responsibilities
- Provide 1st level support: Diagnose and resolve service requests and incidents that have been assigned to them as per the SLA. Keep the service desk status up-to-date and communicate regularly with the requester to keep them informed of the status. Close the call as soon as the incident has been resolved to the satisfaction of the customer. Escalate any problems that cannot be resolved to the ICT Customer Services Officers
- Take part as required in carrying out the service desk functions. This includes 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
- Use the Service desk 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
- Configuration and roll-out of new equipment and applications to computers on the network
- Low-level formatting of computers and preparation of equipment for disposal
- Carry out research into more effective ways of using and configuring applications and equipment that can then be rolled out across the campuses or posted to the intranet and communicated to staff for their use.
- Keeping the inventory of equipment up-to-date following the written procedures. Maintain the log of equipment and other resources loaned to Staff;
- Keep the databases that are used to manage the operations of the Department up to date
- Under the guidance of the ICT Customer Services Team Lead, participate as required in projects that are implemented by the ICT Customer Services team
- Remote Administration of user AD and email user accounts, antivirus and other applications.
- Administration of AVAYA telephony system (extension creation and allocations, configurations and call reporting);
- Manage and provide support for virtual meetings and collaboration spaces support for communication and Collaboration
- Carry out user awareness trainings and exercises and develop informational docs to raise awareness of staff to new and effective means of working, ICT issues, new tools and information available and other useful ICT information
- Assist in induction of new staff and training on ICT policies and guidelines.
- Update ICT portal with information accessible to staff on ICT tips and other issues.
Requirements
- Bachelor’s degree in Computer Science or equivalent.
- At least 2 years relevant work experience.
- Ability to work in multi-cultural environment and to foster teamwork.
- Ability to work with limited supervision and to take initiatives.
Number of Positions: 2
Post location: The position is based in ILRI Nairobi, Kenya.
Terms of Appointment: This is a Nationally Recruited Staff (NRS) position based at ILRI’s Nairobi campus. It is open to Kenyan nationals only. The position is on a 6 Months fixed term.
Job Level: This position is job level 2B, ILRI offers a competitive salary and benefits package which includes; pension, medical and other insurances for ILRI’s Nationally Recruited Staff.
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 by clicking HERE before 12 February 2016.
The position title and reference number REF: ICT/CS/02/2016 should be clearly marked on the subject line of the cover letter.
We thank all applicants for their interest in working for ILRI.
Due to the volume of applications, only shortlisted candidates will be contacted.
To find out more about ILRI, visit our websites at http://www.ilri.org/
To find out more about working at ILRI visit our website at http://www.ilri.org/ilricrowd/
ILRI is an equal opportunity employer.