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15 Jun 2022

Full-Time Jobs at International Livestock Research Institute (2 Positions)

International Livestock Research Institute – Posted by Sunlit Centre Kenya Nairobi, Nairobi County, Kenya

Job Description

The International Livestock Research Institute (ILRI) works to improve food security and reduce poverty in developing countries through research for better and more sustainable use of livestock. ILRI is a CGIAR research centre – part of a global research partnership for a food-secure future.

ICT Technician -Customer Services

Key Responsibilities

The job holder diagnoses & resolves ICT incidents, provides level 1 & 2 helpdesk support, and maintenance for moderately to highly complex client products and works on one or more projects concurrently as a team member.

Service Desk

  • Be the first point of contact and day-to-day technical support to end-users
  • Respond to Level 2 support requests via multiple sources such as phone and e-mail
  • Enter call data into the tracking system
  • Interact with clients in a courteous and professional manner
  • Provide user access service
  • Diagnose problems by evaluating multiple options
  • Develop checklists and scripts for resolving routine problems
  • Escalate problems when necessary
  • Document problem status and resolution in the tracking log

Client Technology Support

  • Coordinate the deployment of new or upgraded images, software, and hardware for multiple clients
  • Configure and install desktop PCs, peripheral equipment, laptops, and other mobile devices
  • Follow established procedures for performing configuration changes, updates, and upgrades
  • Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
  • Provide ongoing support for client technology

Technical Support

  • Provide technical support to meetings that include video conferencing
  • Monitor and communicates system status.
  • Diagnose and resolve client workstation and mobile device hardware and software issues
  • Create temporary solutions until permanent solutions can be implemented
  • Assist systems, programming, and vendor professionals, as needed to resolve problems
  • Maintain passwords and users’ credentials to assure systems security and data integrity

Service Level Management

  • Collaborate in the development of service-level objectives and take steps to meet or exceed targets
  • Explain service procedures to clients
  • Follow up on time to ensure customer satisfaction

Service Improvements

  • Keep performance metrics
  • Identify recurring and potential problems and notifies team members
  • Recommend procedures and controls for service improvements
  • Recommend ideas for improving queue time, abandoned call rates, and first contact resolution

Documentation

  • Create, modify, and review the documentation of issues resolutions
  • Document solutions to common problems and respond to frequently asked questions
  • Create and submit the documented resolutions to Knowledge Base

Inventory Management

  • Maintain IT inventory management for all IT equipment and/or software following the institute policy and procedures.

Research/Evaluations

  • Make suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements
  • Recommend products to clients by understanding needs and referring to the corporate standards list
  • Perform any other related duties as may be required

Requirements

  • Bachelor’s Degree in Computer Science, Information Systems, or related field with at least 3 years of relevant experience
  • Demonstrated working knowledge of moderately complex hardware and software products and problem solving / diagnostic skills
  • Proficiency in the use of office/business applications

Closing: 27 June 2022

ICT Officer -Customer Services

Key Responsibilities

The job holder will work with a broad range of infrastructure products and complex client technology services and supports area of IT. He/she will also work on multiple projects concurrently as a team member or as a technical lead.

Service Desk

  • Be the first point of contact and day-to-day technical support to end-users.
  • Respond to Level 2 support and works with vendors on Level 3 support.
  • Generate activity and status reports.
  • Provide the user access service.
  • Research trouble issues which affect multiple clients.
  • Review checklists and scripts.
  • Work with vendor technical support personnel on solutions for clients.

Client Technology Support

  • Participate in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
  • Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Update configuration management tools.
  • Develop and document procedures for performing configuration changes, updates, and upgrades.
  • Provide ongoing support for client technology.

Technical Support

  • Ensure that all technical resources are available for meetings that include video conferencing
  • Engage the hardware vendors on issues to remedy issues or escalates for support
  • Monitor and communicates system status
  • Diagnose and resolve client workstation and mobile device hardware and software issues
  • Create temporary solutions until permanent solutions can be implemented
  • Assist systems, programming and vendor professionals as needed to resolve problems
  • Coordinate the resolution of escalated application, hardware, and software problems.

Service Level Management

  • Collaborate in the development of service-level objectives and takes steps to meet or exceed targets
  • Monitor service-level objectives to ensure that requirements are met or exceeded
  • Make recommendations to approve performance and client satisfaction metrics
  • Follow up promptly to ensure customer satisfaction

Service Improvements

  • Track performance metrics.
  • Review tracking log to identify recurring problems, or problems affecting many clients.
  • Develop procedures and controls for service improvements.
  • Recommend solutions to common problems and update frequently asked questions documentation
  • SECURITY:
  • Adhere to the integrity of controls, regulations, and guidelines
  • Review operation processes to ensure consistent approval and compliance
  • Make recommendations and changes as appropriate

Documentation

  • Create, modify, and review documentation of issue resolutions.
  • Develop and deliver documentation to ensure appropriate end-user support
  • Create and submit the documented resolution to the knowledgebase
  • Update manuals/guidelines to incorporate new recommended products

Inventory Management

  • Maintain IT inventory management for all IT equipment and/or software following company policy and procedures

Research/Evaluations

  • Design standard images and design alternate images, as needed
  • Evaluate and recommend new standard products for the corporate standards list
  • Participate in working groups related to standards

Project Planning

  • Provide input during the project planning and requirements phase
  • Participate in the execution of various ICT Projects

Requirements

Performs any other related duties as may be required

  • Bachelor’s Degree in Computer Science, Information Systems, or related field
  • Demonstrated working knowledge of complex hardware and software products and problem solving / diagnostic skills
  • At least 5 year of IT work experience
  • ITIL Foundation
  • Professional certifications appropriate to the technologies being supported

Closing: 28 June 2022

How to Apply

Use the link(s) below to apply on company website.

Job Categories: Many positions. Job Types: Full-Time.

Endless.

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