IRC Knowledge and Quality Analyst Jobs in Nairobi

IRC Knowledge and Quality Analyst Jobs in Nairobi

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 22 US cities.

The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.

Job Overview/Summary:

Knowledge & Quality Analyst is responsible for regular quality checks of the Helpdesk incident/request resolutions as well as overall content management of the Helpdesk internal Knowledge Base in ServiceNow.

The Knowledge & Quality Analyst will need to build relationships across the Helpdesk team and across IT to ensure technicians have the resources and information they need to respond to customer requests consistently and quickly.

This role is also responsible for auditing closed assistance requests to ensure all issues were properly categorized, documented and handled in accordance with the policies and procedures and Knowledge established for the IRC Global Helpdesk. The Knowledge & Quality Analyst will also serve as L1/L2 IT support.

Major Responsibilities: