International Livestock Research Institute (ILRI)Vacancy AnnouncementPosition: ICT Officer I - Customer Services Job Purpose: The job holder is responsible for responding to customer requests by diagnosing and resolving problems, as well as supporting the ongoing technology needs of staff by providing Level 2 and 3 help desk support. The job holder is expected to work with a broad range of infrastructure products and complex client technology services and support areas of IT. Moreover, she/he works on multiple projects concurrently as a team member or as a technical lead.Key Responsibilities:SERVICE DESK:• Serves as a first point of contact and day-to-day technical support to end users.• Responds to Level 2 support and works with vendors on Level 3 support.• Generates activity and status reports.• Provides the user access service.• Researches trouble issues which affect multiple clients.• Reviews checklists and scripts.• Works with vendor technical support personnel on solutions for clients.CLIENT TECHNOLOGY SUPPORT:• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.• Updates configuration management tools.• Develops and documents procedures for performing configuration changes, updates and upgrades.• Provides on-going support of client technology.TECHNICAL SUPPORT:• Ensures that all technical resources are available for meetings that include video conferencing.• Engages the hardware vendors on issues to remedy issues or escalates for support.• Monitors and communicates system status.• Diagnoses and resolves client workstation and mobile device hardware and software issues.• Creates temporary solutions until permanent solutions can be implemented.• Assists systems, programming and vendor professionals as needed to resolve problems.• Coordinates the resolution of escalated application, hardware and software problemsSERVICE LEVEL MANAGEMENT:• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.• Monitors service-level objectives to ensure that requirements are met or exceeded.• Makes recommendations to approve performance and client satisfaction metrics.• Follows up in a timely manner to ensure customer satisfaction.SERVICE IMPROVEMENTS:• Tracks performance metrics.• Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.• Develops procedures and controls for service improvements.• Recommends solutions to common problems and updates frequently asked questions documentation.SECURITY:• Adheres to the integrity of controls, regulations and guidelines.• Reviews operation processes to ensure consistent approval and compliance.• Makes recommendations and changes as appropriateDOCUMENTATION:• Creates, modifies and reviews documentation of issues resolutions.• Develops and delivers documentation to ensure appropriate end-user support.• Creates and submits documentedINVENTORY MANAGEMENT:• Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.COMMUNICATIONS/CONSULTING:• Alerts team members about recurring problems.• Communicates technical information to both technical and non-technical personnel.BUSINESS CONTINUITY:• May provide input to the design of backup and recovery procedures.RESEARCH/EVALUATIONS:• Designs standard image and designs alternate images, as needed.• Evaluates and recommends new standard products for corporate standards list.• Participates in working groups related to standards.TESTING:• Participates in integration and user acceptance testing.PROJECT PLANNING:• Provides input during project planning and requirements phase.COACHING/MENTORING:• Mentors less experienced staff in multiple areas of expertise.- Duty Station: Addis Ababa, EthiopiaJob Grade: HG13- Monthly Base Salary: Birr 19, 250 (Negotiable depending on experience, skill and salary history of the candidate).- Terms of appointment: This is a Nationally Recruited Staff (NRS) position, initial appointment is for three year with the possibility of renewal, contingent upon individual performance and the availability of funding. The ILRI remuneration package for nationally recruited staff in Ethiopia includes very competitive salary and benefits such as life and medical insurance, offshore pension plan, etc. The ILRI campus is set in a secure, attractive campus in Addis Ababa. Dining and sports facilities are located on site.

Bachelor's

Education
• A minimum of Bachelor’s degree in Computer Science, Information Systems, or other related fields.

Skills:
• Team player, self-motivated, ability to work with minimum supervision
• Ability to prioritize, problem-solve and meet agreed deadlines
• Ability to multitask under tight deadlines
• Ability to think quickly and improvise when necessary
• Creative self-starter with an ability to work independently and as an integral part of a team to deliver results
• Focuses on results for the client and responds positively to feedback
• Excellent communication skills in English, including the ability to prepare high quality written outputs.
• Willingness and ability to travel domestically and internationally, as necessary.

Experience:
• At least 5 years of IT work experience.
• Demonstrated hands-on experience in basic to moderately complex hardware and software products and problem solving / diagnostic skills
• Relevant professional certification
• Broad / specialized knowledge of methods, techniques and processes

5-10 years

• Applicants should provide a cover letter and curriculum vitae; names and addresses (including telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to be included in the curriculum vitae. The position and reference number: REF: ICTO/26/19 should be clearly indicated in the subject line of the cover letter. All applications to be submitted online on our recruitment portal: http://ilri.simplicant.com by clicking on the "Apply Now" tab above before 03 July 2019.• To find out more about ILRI visit our website at http://www.ilri.org• Suitably qualified women are particularly encouraged to apply.