ILRI/CGIAR Campus, Nairobi
The International Livestock Research Institute (ILRI) is a globally networked research institute based in Africa. ILRI works to help reduce poverty, hunger and environmental degradation by enhancing animal agriculture in developing countries. ILRI positions its work at the dynamic interface of poverty alleviation and sustainable livestock livelihoods. ILRI’s headquarters are in Nairobi, Kenya, with a principal campus in Addis Ababa, Ethiopia.
ILRI is seeking to recruit an ICT Customer Services Officer to be based at ILRI and who will be responsible for providing high level ICT Customer Service to users. The incumbent will also be responsible for ensuring efficient use of ICT equipment, applications and resources; resolving requests escalated by the technician and for supporting the requirements of the “power users” and “non-application users” though diagnosis and resolution of ICT problems.
Specific responsibilities include:
Applicants should send a cover letter expressing their interest, detailed CV, names and contact details (Telephone, E-mail) of three professional referees to e-mail: recruit-ilri-Ken@cgiar.org by 19th May 2010. The position title and reference number “ICT CUSTOMER SERVICES OFFICER – CSO/PC/04/10” should be clearly indicated on the subject line of the email application. We regret but only online applications will be considered and only short listed candidates will be contacted.
To find out more about ILRI, visit our website at www.ilri.org
ILRI is an equal opportunities employer.
ILRI is seeking to recruit an ICT Customer Services Officer to be based at ILRI and who will be responsible for providing high level ICT Customer Service to users. The incumbent will also be responsible for ensuring efficient use of ICT equipment, applications and resources; resolving requests escalated by the technician and for supporting the requirements of the “power users” and “non-application users” though diagnosis and resolution of ICT problems.
Specific responsibilities include:
- Provide high level technical support to the “power users” and “non-core application users” on the campus by diagnoses and resolution of ICT problems.
- Provide specialised support for one or more non-core applications that the customers have asked the Unit to help support.
- Take over the resolution of problems that have been escalated by the ICT Customer Service technicians when they have been unable to resolve a problem within the assigned timeframe.
- Lead ICT projects that are implemented by the ICT Customer Service team, including the roll-out of new applications and equipment.
- Provide the main link between ICT Customer Service team and the Infrastructure team to ensure that essential tasks are carried out and do not fall between the two teams.
- Keep the helpdesk status for requests up-to-date, attempt to resolve the problem as soon as possible but definitely within the timeframe set by the priority level and close the call as soon as the problem has been resolved to the satisfaction of the customer.
- Provide guidance and mentoring to the ICT Customer Service helpdesk/support technicians.
- Supervise students that are on attachment to the ICT Unit.
- Monitor the implementation of policies, procedures and standards on the campus and make the necessary corrections where necessary.
- Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc.
- Research into finding more effective ways of using and configuring applications that can then be rolled out across the campuses or posted to the intranet and communicated to staff for their use.
- Provide “tips of the week” that will help staff work more efficiently or provide them with options when working with commonly used problems.
- Keep up-to-date with changes and advancements in ICT Customer Services and the type of applications that are supported and make suggestions for improvements to the services provided.
- Bachelor’s degree in computer Science or equivalent.
- A minimum of 3 years experience in an ICT support environment
- Certification as a Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Office Specialist (MOS) or Microsoft Certified Systems Engineer (MCSE) or Information Technology Infrastructure Library (ITIL).
- Capacity to multitask in dealing with several different problems at the same time and work independently under minimum supervision.
- Ability to work under high pressure to meet tight deadlines
- Good communication and interpersonal skills and ability to communicate fluently in English
Applicants should send a cover letter expressing their interest, detailed CV, names and contact details (Telephone, E-mail) of three professional referees to e-mail: recruit-ilri-Ken@cgiar.org by 19th May 2010. The position title and reference number “ICT CUSTOMER SERVICES OFFICER – CSO/PC/04/10” should be clearly indicated on the subject line of the email application. We regret but only online applications will be considered and only short listed candidates will be contacted.
To find out more about ILRI, visit our website at www.ilri.org
ILRI is an equal opportunities employer.