ILRI ICT Technician - Customer Services - Jobs in Ethiopia

ILRI ICT Technician - Customer Services - Jobs in Ethiopia

The International Livestock Research Institute (ILRI) seeks to recruit an ICT Technician – Customer Services to respond to customer requests by diagnosing, resolving problems and supporting the ongoing technology needs by providing Level 1 and 2 help desk support.

The International Livestock Research Institute (ILRI) works to improve food and nutritional security and reduce poverty in developing countries through research for efficient, safe and sustainable use of livestock.

It is the only one of 15 CGIAR research centers dedicated entirely to animal agriculture research for the developing world. Co-hosted by Kenya and Ethiopia, it has regional or country offices and projects in East, South and Southeast Asia as well as Central, East, Southern and West Africa.

Key Responsibilities:

First point of contact and day-to-day technical support to end users;

Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail

Enters call data into the tracking system;

Provides user access service;

Diagnoses problems by evaluating multiple options;

Develops checklists and scripts for resolving routine problems;

Escalates problems when necessary;

Interacts with clients in a courteous and professional manner;

Documents problem status and resolution in tracking log;

Coordinates the deployment of new or upgraded images, software and hardware for multiple clients;

Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices;

Follows established procedures for performing configuration changes, updates and upgrades;

Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications;

Provides on-going support of client technology;

Provides technical support to meetings that include video conferencing;

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;

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets;

Explains service procedures to clients;

Follows up in a timely manner to ensure customer satisfaction;

Keeps performance metrics;

Identifies recurring and potential problems and notifies team members;

Recommends procedures

and controls for service improvements;
Recommends ideas for improving queue time, abandoned call rates and first contact resolution;
Maintains passwords and users credentials to assure systems security and data integrity;
Adheres to the integrity of controls, regulations and guidelines;

reates, modifies and reviews documentation of issues resolutions;

Documents solutions to common problems and responses to frequently asked questions;

Creates and submits documented resolution to Knowledge Base;

Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures;

Alerts team members about recurring problems;
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity;

Communicate suggestions on backup and recovery procedures;

Makes suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements;

Recommends products to clients by understanding needs and referring to corporate standards list;

Participates in integration and user acceptance testing;

Provides input during project planning and requirements phase;

Perform any other related duties as may be required.

Academic and professional qualifications:

Education:

BSc degree in Computer Science, Information Systems or other related field

Diploma from a recognized university/college in Computer Science, Information Systems or other related field

Knowledge in relevant field and relevant technical training

Proficiency in the use of office / business applications

Experience:

BSc degree with two years relevant experience

Diploma with five years relevant experience

Skills:

Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills

How to Apply

For more information and job application details, see; ILRI ICT Technician - Customer Services - Jobs in Ethiopia

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