PWC Global Grant Community Help Desk Consultant - Jobs in Kenya

PWC Global Grant Community Help Desk Consultant - Jobs in Kenya

The Company

PricewaterhouseCoopers (PwC) has been contracted by the African Academy of Sciences to provide back office and help desk support to The Global Grant Community (GGC).

PwC refers to the network of member firms of PricewaterhouseCoopers International Limited.

We are the largest provider of professional services in Africa with offices in 31 countries and over 9,000 people.

One of our service offerings encompasses the provision of project management support to our clients in the international development sector.

Roles & Responsibilities

Customer Support

Prioritize, administer and provide help desk support to GGC clients in a timely manner

Develop and maintain technical documentation for troubleshooting and resolving problems

Support the onboarding process of new registrations

Develop and maintain effective working relationships with the AAS, users of the portal and technical suppliers.

Information Security

Ensure security for users accounts and information

Ensure compliance with GDPR and other information related regulations

Carry out backup routines required for data protection

Continuous Improvement and Reporting

Report system failures to system suppliers in a timely manner in order to restore functionality

Monitor capacity and performance of the help desk system, and develop disaster recovery procedures

Monitor capacity and performance of the GGC portal to ensure availability

Submit weekly help desk reports addressing risks, queries, issue resolution statistics and customer satisfaction

Liaise with finance and system service providers on improvements

Maintain and enforce policies, processes and procedures

Capacity Development

Perform training needs assessments in line with GGC expansion plans

Train and enhance the skills of the GGC secretariat

Monitor and recommend capacity development requirements for the GGC secretariat

Minimum qualifications

The successful candidate will have the following qualifications:

Demonstrated knowledge of ITIL practices

(Incident Management, Problem Management and Change Management)

Bachelor’s degree in computer science, information systems, or management information systems or the equivalent from a reputable university

Minimum 5 years of experience in customer service administration through an online helpdesk

Demonstrated experience in supporting web based systems is an added advantage
Person specification

It is desirable for the candidate to demonstrate the following attributes:

Ability to provide a highly service-oriented approach for both internal and external stakeholders

Ability to work with minimal supervision

Demonstrable skills in data analysis and visualizations

Fluency in the French language will be an added advantage.

Application Instructions

Interested candidates are requested to apply online on the PwC Career Portal online by 5th June 2019

Kindly scroll down and click on the apply online tab and not the submit a proposal tab.

Create an online profile and apply.

Please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role.

Include your day and evening telephone numbers and email addresses, and the names and addresses of three professional referees.

Candidates are also required to answer the questionnaire

Canvassing in any form is not allowed.

For more information and job application details, see; PWC Global Grant Community Help Desk Consultant - Jobs in Kenya

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