Job at International Rescue Committee

Job Overview/Summary:

The Senior Service Desk Technician will provide support to our end-users globally, and handle escalations from tier 1 tear 2 support, with the location in Nairobi, Kenya. Daily tasks may include though are not limited to:

• Incident response, monitoring, investigation, project implementation, as well as basic operational support.
• Provide resolution of potential and actual service problems.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
• Mentor and oversee less experienced team members, and participate in performance reviews
• Assist in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned, and corrected
• Document Service Desk activities, identify problem areas, document resolutions, and devise and deliver solutions

Major Responsibilities

Customer Service and Communication

• Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion.
• Provide exemplary customer service across all levels of the organization
• Provides technical advice and guidance relative to problems involving technical user issues.
• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Technical Skills

• End User Device administration/configuration/support/troubleshooting
• Use of tools and utilities: Responsible for the implementation, installation, maintenance, and support of End User Infrastructure
• Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone.
• Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
• Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary.
• Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
• Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
• Assist in of new technologies and other related tasks as needed.
• Influence and propose new technologies to meet organizational needs.

Administrative Tasks & Record Keeping

• Create and validate knowledgebase articles and user documentation.
• Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze common complaints and problems
• Log real time written journal entries documenting actions taken on all ticket requests.
• Close tickets within established service levels.
• Manage IT inventory, licenses, services, and support incidents.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
• Investigates and coordinates the resolution of potential and actual service problems and ensures that incidents and requests are handled within SLA and in professional, efficient and knowledgeable manner within SLA.
• Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.

Mentoring

• Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
• Provide statistical and performance feedback and coaching on a regular basis to team members.
• Participate in Performance Management Reviews and report any problematic issues.

Key Working Relationships

• Position Reports to: Senior Manager Service Desk
• Position directly supervises: N/A

Indirect Reporting

• Team Leads

Other Internal And/or External Contacts

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• The technician will work independently and in a team setting is on daily bases. He/she will interact with vendors as needed.
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• Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
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• External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements

• Education: College degree or equivalent certification

Work Experience

• 3-5 years of experience in help desk/desktop support position
• Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
• Strong organizational skills, able to prioritize and multitask.
• Strong interpersonal skills and customer service skills.
• Ability to work collaboratively in a team environment.
• Must be dependable and have excellent written and verbal communication skills.
• Ability to interact with various levels of employees throughout the organization, VIP support included.
• Ability to relay technical information to non-technical business units.
• Strong documentation skills.
• Certificates or Licenses: A+ Certification, SCCM, ITIL

Other Requirements

• Windows 10
• Active Directory and ADManager Plus
• PowerShell
• Network experience (TCP/IP, DNS, DHCP,VPN etc.)
• Office 365
• Sophos
• Proopfpoint
• MS phones
• MS Intune Management

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Position Summary

The Responsive Information Specialist will collaborate with a diverse pool of humanitarian experts and lead development of a practical frontline-staff-facing toolkit with an eye towards sector-wide uptake. They will be responsible for all project results, including convening the interagency Advisory Group, drafting the consolidated toolkit, and supporting programming elements of two pilot projects where the toolkit will be tested in emergency settings.

Responsibilities

Toolkit development & roll-out

• Lead the development of a consolidated Responsive Information Services in Emergencies (RISE) toolkit, including refining approaches and consolidating, adapting and / or developing practical tools to be adapted and used in natural disasters, outbreaks settings, and mass displacements.
• Conduct desk review, formative learning, and mapping of existing tools and guidance documenting approaches to responsive information services, inclusion and participation of affected communities, across agencies and sectors.
• Organize and facilitate a design workshop with interagency technical specialists who have operational experience providing information services and Communication, Community Engagement and Accountability (CCEA) in acute emergencies.
• Coordinate and address technical inputs from project stakeholders, including Advisory Group members and frontline service providers, throughout toolkit development
• Support field testing of the toolkit, including leading all aspects of contextualization and learning from the toolkit in pilot contexts, and training and liaising with staff on toolkit implementation.
• Coordinate with M&E focal point to document learning from pilots and ensure that the RISE toolkit is refined and adapted over the course of the project according to user feedback.
• Work with designer, translators, and consultant for accessibility audit to finalize the toolkit.
• Develop and implement strategy for dissemination of the final toolkit, including webinars, trainings, and awareness-raising opportunities

Coordination and Representation

• Establish and chair monthly meetings with project technical team and interagency Advisory Group
• Develop agendas, ensure documentation and follow up on action points from meetings with technical team and Advisory Group
• Represent IRC and RISE project in relevant strategic meetings and external coordination

Grants Management & Reporting

• Lead implementation and ensure adherence to grant work plans, budget, procurement and spending plans, and monitoring and evaluation plans.
• Work closely and coordinate with IRC operations, finance and grant staff to ensure timely and quality program activities and expenditures, in line with IRC and donor regulations.
• Produce high-quality programmatic donor reports, provide communications, and participate in meetings/calls as needed to keep the donor informed of program progress.

Key Working Relationships

• Position reports to: Management in Partnership with Information Services Advisor, Senior Technical Advisor VPRiE
• Position directly supervises: N/A
• Regular internal (IRC) contact with: This position will work closely with RISE Project Technical Team, including members from VPRiE, Protection Rule of Law, Signpost, and Technical Innovation. They will also work with Emergency Response teams and/or country teams implementing pilots.
• Regular external contact with: Members of the Advisory Group and related interagency bodies such as the Global Protection Cluster, the CDAC Network, and the Reference Group on Inclusion of Persons with Disabilities in Humanitarian Action.

Job Requirements

• At least 3-6 years of direct experience implementing Community Engagement, CWC, or information services programming in humanitarian and acute emergency contexts;
• Strong organizational and time-management skills, and proven track record to prioritize and deliver on time
• Effectiveness in bridging conceptual frameworks and practical guidance
• Proven experience with interagency coordination or management of interagency projects/programs;
• Strong facilitation skills and understanding of adult learning techniques;
• Strong writing skills, with a demonstrated ability to translate complex ideas into clear, accessible tools and products;
• Ability to work both independently and in a dynamic, cross-functional global interagency team structure;
• Language: excellent written and verbal English required; fluency in French, Arabic, or Spanish strongly preferred.

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Job Overview/Summary:

The Research Manager will play a key role in supporting the success of ERD’s organizational research priorities. The Research Manager will coordinate research activities with colleagues globally across the IRC and with external partners, support with managing research projects and brainstorming research ideas for business development, andcontribute to the dissemination of research progress and findings both internally and externally. This role requires strong project management and communication skills and a strong background in quantitative and qualitative data analysis and methodologies.  There may be flexibility on office location.

Major Responsibilities:

• Along with the Senior Research Coordinator, support the implementation of the ERD organizational research priorities
• Participate in research-related business development activities including brainstorming research designs, engaging with country programs, and developing proposals
• Assist in developing research instruments, conducting data collection training, monitoring progress of research activities, and analyzing research data under guidance of the Senior Research Coordinator
• Provide management support to research activities related to the ERD organizational research priorities
• Collaborate with internal and external research partners to ensure successful implementation of research projects
• Support the research team in securing ethics approval for ERD research studies and ensure that all projects adhere to ethical requirements and IRC quality research standards
• Support the Senior Research Coordinator in research synthesis and preparation and coordination of dissemination activities including internal and external presentations, briefs, peer-review journal articles, community-based dissemination events, and blog posts

Job Qualifications:

Education / Work Experience

• Bachelor’s degree in Statistics, Research Methodology, Economics, Social Sciences, or related field
• Minimum of 2-3 years' experience supporting research projects, preferably in humanitarian or development settings and in a project management role

Demonstrated Skills and Competencies

• Fluent written and spoken communication in English. French, Spanish, or Arabic proficiency or another IRC working language is strongly preferred.
• Solid understanding of quantitative and qualitative research designs and methodologies. Knowledge of R or Stata is required. Experience or familiarity with participatory research methods is an advantage!
• Experience organizing and implementing quantitative and/or qualitative data collections. Ability to identify and troubleshoot data quality and research implementation issues.
• Knowledge of research ethics such as informed consent and data protection. Experience securing ethics approval and research permits strongly preferred
• Excellent interpersonal and communication skills involving listening to, interacting with, and communicating clearly with people from diverse nationalities and backgrounds with a high degree of professionalism and pro-activity
• Ability to work efficiently under remote team and management structures and coordinate with internal and external partners