Information Systems (IS) Help Desk Assistant
Contract Type: Open- Ended
Level: E1
Starting salary Kshs. 90,561 gross per month. A competitive benefits
package including medical and pension will be offered to the successful
candidate.Contract Type: Open- Ended
Level: E1
Background
Oxfam GB is one of the world’s leading development and humanitarian agencies assisting people affected by natural disasters and conflict throughout the world.
With over 5,000 staff and dedicated volunteers in more than 90
countries, Oxfam GB is able to achieve the greatest impact to end poverty and
suffering through combining emergency response work, long-term programmes for
poverty alleviation and campaigning for lasting change.
The Horn, East, and Central Africa (HECA) Region is the largest
region within Oxfam GB, covering 8 countries, including Ethiopia, Tanzania,
Kenya, Somalia, Democratic Republic of Congo, South Sudan, Rwanda and
Uganda.
The Regional Centre is based in Nairobi and is mandated to
provide leadership and support to the Oxfam GB country programmes in delivering
their strategies within the context of programme quality, and efficiency.
Oxfam GB now seeks to recruit an IS Help Desk Assistant to support Oxfam IS users through the delivery of reliable, cost efficient and high-quality IS services.
The role:
Oxfam GB now seeks to recruit an IS Help Desk Assistant to support Oxfam IS users through the delivery of reliable, cost efficient and high-quality IS services.
The role:
Reporting to Regional Information Systems Manager, this role will primarily be involved in User support (Local Area Network, MS Office applications, Lotus Notes support and general user support in the normal business operations). In addition, the role will act as the first line support and primary point of contact for all service-related queries, issues and requests and escalating to 2nd and 3rd line support where necessary while maintaining documentation and standards within IS department.
The role will be key in maintaining all the calls made to the Help Desk with the correct level of detail and impact to facilitate resolution while monitoring the successful conclusion of all calls.
It is expected that all this role will actively champion and
communicate the user’s needs, requirements and concerns from a customer service
perspective within the IS organization and in particular Service Delivery and
deal with user expectations and establish confidence in IS services and their
outsourced partners, by proactively communicating service effect and achieved
or missed SLAs.
The person:
• Experience working knowledge of the following technologies : Windows 2000/3, Lotus Notes, Internet Explorer, Adobe Acrobat, International Support, Microsoft Windows software / hardware environment, Local Area Network , Wide Area communication between Oxfam offices world-wide using TCP/IP transmission protocol, IP telephony, Virtual Private Network and Lotus Notes.
• Relevant experience in one or more of the following areas:
- Automated
software distribution tools
- Design
and management of desktop image using industry standard tools (e.g. Norton
Ghost)
- Management
of Active Directory policies within multi-site global environment
• Experience of the following:
- Customer
Management
- Service
Level Management and Reporting
- Incident
and Problem Management
- Change
Control and Release Management
Desirable:
- Certification
/ Knowledge in ITIL
- Certification
or Qualification in Customer Management processes
This is an opportunity for a dedicated and highly motivated
professional, with a strong commitment to Oxfam's values and
beliefs.
If you believe you are the candidate we are looking for, please
submit your application and CV including a day time contact by applying online
at http://www.oxfam.org.uk/what-we-do/about-us/working-at-oxfam using
INT5781
The closing date is 21st October 2012. Only shortlisted candidates will be contacted.
We are committed to ensuring diversity and gender equality within our organization.
Disclaimer
The closing date is 21st October 2012. Only shortlisted candidates will be contacted.
We are committed to ensuring diversity and gender equality within our organization.
Disclaimer
Oxfam is an equal opportunity employer.
You are not required to pay any fees to apply for jobs at Oxfam.
Oxfam does not conduct recruitments through agents.