ICT Technician -Customer Services at International Livestock Research Institute (ILRI)

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