cipe is an intergovernmental organisation funded by government aid agencies, UN organisations and private foundations to carry out research and training in the environmentally sound and sustainable management of arthropods for improving health and agricultural productivity in the tropics.
icipe has approximately 300 staff to support its research and capacity building programmes, located at various sites in Kenya, Ethiopia and Sudan.
icipe seeks to recruit a young and highly motivated ICT Support Specialist to work in the Information Tachnology Unit. This position exists to provide a ICT Service support to the users at the Duduville campus of icipe.
The positions is central to ensuring the efficient use of ICT equipment, applications and resources on the campus through the resolution of high-end problems and passing-on of their knowledge and experience.
They will be responsible for resolving requests logged by users on campus.
Requirements
Qualifications: What is the minimum level of Education required to do the job?
icipe has approximately 300 staff to support its research and capacity building programmes, located at various sites in Kenya, Ethiopia and Sudan.
icipe seeks to recruit a young and highly motivated ICT Support Specialist to work in the Information Tachnology Unit. This position exists to provide a ICT Service support to the users at the Duduville campus of icipe.
The positions is central to ensuring the efficient use of ICT equipment, applications and resources on the campus through the resolution of high-end problems and passing-on of their knowledge and experience.
They will be responsible for resolving requests logged by users on campus.
Requirements
Qualifications: What is the minimum level of Education required to do the job?
- Academic: First Degree in Computer Science
- Technical: Certification as a Microsoft Certified Systems Engineer (MCSE) or equivalent and Information Technology Infrastructure Library (ITIL)
- Essential Short Courses: Computer Applications and Customer service training
Other Essential requirements for the job:
- 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 icipe including MS Office Suite and knowledge in BackOffice products 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.
Experience: A minimum of 5 years experience in an ICT support environment similar to icipe’s.
Responsibilities
Responsibilities
- Provide technical support to the users and “non-core application users” on the campus by diagnoses and resolution of ICT problems.
- Take over the resolution of problems that have been escalated by the “power users” and have them resolved within the assigned timeframe.
- Lead ICT projects that are implemented by the ICT Support team, including the roll-out of new applications and equipment.
- Provide the link between ICT Support Services 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.
- 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.
- Keep up-to-date with changes and advancements in ICT Support Services and the type of applications that are supported and make suggestions for improvements to the services provided.
What are the performance standards & indicators for the job?
- Smooth day-to-day running of ICT resources at the desktop.
- Customer satisfaction among the users on campus.
- Monthly helpdesk reports show that service requests are being resolved within the expected time frame and that recurrence of common problems is reduced.
- Efficient use of ICT equipment, applications and resources by staff on the campuses.
- Annual customer satisfaction surveys indicate high levels of actual and perceived satisfaction with the support provided by the Unit.
- Useful user awareness documents are posted the Intranet.
Only applications of short listed candidates will be acknowledged.
Please send an application with a detailed CV and names and addresses of 3 referees including e-mail addresses, fax numbers, and remuneration package to hr@icipe.org or:
The Human Resources Department
icipe - African Insect Science for Food and Health
P.O. Box 30772-00100
Nairobi
Kenya
icipe is an Equal Opportunity Employer