Thursday, 9 February 2012

icipe - ICT Support Technicians Job in Kenya

icipe is an intergovernmental organisation funded by government aid agencies, UN organisations and private foundations to carry out research and training in environmentally sound and sustainable management of arthropods for improved health and agricultural productivity in the tropics.

icipe has approximately 350 staff to support its research and capacity building programmes, located at various sites in Kenya and Ethiopia.

icipe wishes to urgently recruit two suitable people to fill the positions of ICT Support Technicians to be based at Duduville campus, Kasarani, Nairobi. These are local (national) positions that offers a two-year contract that is renewable.

The position 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.

Reporting to the ICT Manager, the Support Technician will perform the following duties, among others:

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.
  • Projects are well planned and implemented in a timely manner.
Requirements
  • Be a holder of a First Degree in Computer Science.
  • Certification as a Microsoft Certified Systems Engineer (MCSE) or equivalent and Information Technology Infrastructure Library (ITIL)
  • Computer Applications and Customer service training
  • Working knowledge of graphics design software packages.
  • At least five years working experience as an ICT SUpport Technician in an international organisation or newspaper.
  • 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.
  • A minimum of 5 years experience in an ICT support environment similar to icipe’s.
Applications will be accepted up to 22 February 2012.

Only applications of shortlisted candidates will be acknowledged.

Please send an application with a detailed CV, names and addresses of 3 referees including e-mail addresses, fax numbers and remuneration package to:

icipehr@icipe.org

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

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