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