IT Officer (Head of IT Service Desk) at World Food Programme (WFP)

The Business Transformation unit provides IT infrastructure and support services to the Kenya country office and WFP hosted offices in Kenya. These services include but not limited to, field IT support, Solutions development, data visualization and analytics, and service request fulfilment and incident resolution.

This position is expected to deliver quality IT services in order to contribute to the smooth running of the country programme, and those of locally hosted offices. Equally, the position is also expected to supervise rapid resolution of technology issues that are reported through the WFP ticket system to ensure service request fulfilment

KEY ACCOUNTABILITIES (not all-inclusive)

• Deliver first level day-to-day technical support and overall incident management process for staff of WFP KCO and hosted offices.
• Promote positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Develop, mentor, coach and promote talent growth among staff to support business through excellent customer service.
• Ensure good working relation and coordination of service desk staff with other unit staff.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting.
• Establish trends and identify patterns of recurring issues, SLA breaches or inefficiencies
• Escalate software issues to the information systems/development team
• Ensure resolution of third-party software/systems issues by the support team
• Define team goals and lead staff to achieve desired results, while being accountable for team performance.

KEY ACCOUNTABILITIES (cont.)

• Define and implement processes and procedures for supporting all Business units across the organization. 
• Develop Helpdesk annual work plan with performance targets assigned weights. 
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs and IT nuggets that can be provided to customers for ease of troubleshooting. 
• Develop and maintain Technical Support/knowledge base. 
• Coordinate cross-unit collaboration workstreams between BTU and other units.

STANDARD MINIMUM QUALIFICATIONS

Education:

• First University degree in one or more of the following disciplines: Information Systems, Computer Science or Information Technology is desirable. OR
• Advance diploma and Diploma in any of the disciplines above with additional training in MCSE, CCNA, ITIL and customer service.

Experience:

• At least 4 years’ progressive experience in a busy IT environment, with at  least 2 years managing an ICT team in a large or busy organization.
• Competence in Windows Active Directory Management tools plus   creation and deployment of Group Policy Objects.  
• Conversant with process automation and experience working with  automation tools such as MS Easyvista Service management and SharePoint.
• Well versed with hardware and network concepts, application installation and troubleshooting.
• Extensive understanding of MCSE and ITIL concepts related to windows administration and servicedesk operations.
• Leading and mentoring teams to deliver excellent service

EXPECTED DELIVERABLES:

• Rapid resolution of reported IT incidents and fulfilment of service requests
• Delivery of world-class support experience to supported staff
• Increased user confidence in IT processes, systems and infrastructure
• Highly motivated and competent servicedesk team which offers excellent service
• Monthly reports on Incidents and service requests
• Increased collaboration initiatives between BTU and other units

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has assisted in the design and implementation of ITIL service management systems for handling customer requests.
• Has performed user support activities resulting in timely, high-quality delivery of services to user community, including the emergency operations user community.
• Has assisted with the specification, development, research and evaluation of client standards.