INTERNAL POSITION ANNOUNCEMENT
ICT CUSTOMER SERVICES SPECIALIST
Ref: CSS/11/2009ICT CUSTOMER SERVICES SPECIALIST
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 Specialist to be based at ILRI, Nairobi who will be responsible for providing high level ICT Customer Service to users.
Specific responsibilities include:
• Ensure efficient use of ICT equipment, applications and resources
• Provide specialized support for one or more non-core applications that the customers have asked the Unit to help support.
• Lead ICT projects that are implemented by the ICT Customer Service team, including the role-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
• Resolve requests escalated by the technician and for supporting the requirements of the “power users” and “non-application users” through diagnosis and resolution of ICT problems
• Monitor the implementation of policies, procedures and standards on the campus and make necessary corrections where necessary
• Provide guidance and mentoring to the ICT Customer Service helpdesk/support technicians
• Supervise students that are on attachment to the ICT Unit.
• Research on more effective ways of using and configuring applications that can be rolled out across the campuses or posted to the intranet for use by staff.
• 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.
The successful candidate should have:
• Bachelor’s degree in computer Science or equivalent.
• A minimum of 5 years experience in an ICT support environment
• Training in Computer Applications and Customer service
• 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).
• Advanced proficiency in the core applications, i.e. MS Office Suite, and at least one of the non-core applications supported by the ICT Unit.
• Strong Customer service orientation that establishes a good working relationship with customers
• 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
• Ability to communicate fluently in English
This is a Nationally Recruited Staff (NRS) position and is for a two-year contract period; renewable subject to availability of funds and individual performance. Salary and benefits will be in line with those provided within ILRI’s NRS Scheme.
Applications:
Interested applicants who meet the above requirements should send a cover letter, curriculum vitae and names and contact details of three professional referees to the Human Resources Office, e-mail: recruit-ilri@cgiar.org by 15th November, 2009. Please indicate clearly on the subject line, the title and reference number of the position. We regret but only online applications will be considered and only short listed candidates will be contacted.
To learn more about ILRI, visit our website at www.ilri.org
ILRI is an equal opportunity employer
