ICT customer services officer

Closing date 29/10/2008 Date of issuance 22/10/2008 Organisational unit ICT Duty station NAIROBI Vacancy announcement no. ICT CSO/10/08 Responsibilities • 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. Core competencies • 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. Education First Degree in Computer Science or equivalent Work experience • A minimum of 5 years experience in an ICT support environment. Languages Other desirable skills Terms of appointment This is a Nationally Recruited Staff (NRS) position based at ILRI’s Nairobi campus and is on a 2 year renewable contract . Salary and benefits will be in line with those provided within ILRI’s NRS scheme. Applications Applicants should send a cover letter expressing their interest, detailed CV, names and contact details (Telephone, E-mail) of three professional referees to the Human Resources Office, e-mail: recruit-ilri@cgiar.org by 29th October 2008. The title and reference number of the position for which the application is made should be clearly marked on the application. Please quote your current and expected remuneration. Only applications on email will be accepted. We regret but only short listed candidates will be contacted. ILRI is an equal opportunity employer

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