Jobs Kenya

Company Address: Address International Rescue Committee 122 East 42nd Street New York, New York 10168-1289 USA

  • Locum Clinical Officer

    Locum Clinical Officer

    Job Description
    The Clinical Officer will be responsible for the overall coordination of health activities and supervision of the staffs in the health post/department assigned to. Will work closely with the Pharmacist, Lab Technologist, PMTCT Nurse, Reproductive health officer, Community Health Officers, Nutritionists and others in ensuring quality health services to the beneficiaries. Will also provide support in the hospital as needed, doing ward rounds and ensuring coverage both day and night. May be called upon to act as Clinical officer in charge.
    Key Responsibilities
    Program management:

    Overall, in charge of the health post unit, or outpatient and MCH department of the hospital
    Supervision of all staff at the assigned unit
    Handling all administrative roles at the assigned unit as per the IRC policy
    Keep complete and accurate inventory of medicines and supplies located at the health post and monitor/supervise their usage
    Assess health post needs regularly, and make routine orders
    Ensuring that weekly orders for drugs and non-pharms are prepared and submitted to the Health manager for approval
    Whenever maintenance is required at the health post/department, fill and submit maintenance request forms to the Clinical officer in charge of clinics for further processing

    Human Resource:

    Raise Hire Requests for any vacant Incentive positions.
    Set Performance Objectives for personnel reporting to him/ her and monitor their performance
    Perform incentive staff appraisal.
    Attend the monthly clinical services staff meeting and share updates (this is mandatory)
    Plan and manage staff leave and R&R plans ensuring adequate coverage
    Review and recommend changes to JDs of the incentive staffs under your supervision
    Hold monthly meetings with the staffs under your unit and share minutes with your supervisor

    Program activities:

    Clinical assessment and prescription of treatment for all patients
    Refer cases requiring specialized care to the various special clinics
    Ensure adequate coverage in the assigned units by arranging a rotation schedule with fellow Clinical officers
    Cover the hospitals during weekends
    Cover the hospitals at night as per the clinical officer’s call/night duty schedule
    Conducts ward rounds in the absence of a Medical Officer
    Properly document treatment on patients files
    Maintain an accurate and updated records keeping system in the health unit
    Carry out minor surgical procedures
    Attend to emergencies in the ward in the absence of a Medical Officer
    Attend and participate in the daily morning hospital handover meetings
    Attend and participate in weekly continuous medical education(CME) at the hospital
    Training of staff on job and theory sessions.
    Review of SGBV/assault clients, filling PRC and P3 forms and presenting evidence in court as may be applicable.

    Reporting and Coordination:

    Ensure all patient records are properly documented in the patient files with all aspects of management being captured
    Compile and submit weekly HIS reports
    Ensure use of iRHIS tablets for reporting.
    Conduct mortality audits for all deaths occurring in the pediatric ward together with other staff working in the unit and share the reports with the CSM on a monthly basis
    Maintain accurate inventory record at the facility
    Prepare comprehensive handover reports to facilitate smooth transition during annual staff rotation and when going on leave.

    Others:

    Any other duties as assigned by the supervisor

    Key Result Areas

    Ensure smooth running of the health post/department, providing supervision, support and guidance to all staff working at the health post
    Ensure quality of care in management of patients
    Ensure complete, accurate and timely data capturing and reporting using all available tools.
    Ensure that universal precautions and infection prevention guidelines are adhered to
    Observation of the IRC Way (Integrity, Service and Accountability

    Qualifications

    Diploma in Clinical Medicine and Surgery
    Registered with clinical officers’ council
    Minimum 2 years working experience working in health set up

    Required Experience & Competencies:

    Good clinical skills – history taking, physical examination, ordering appropriate laboratory investigations and make appropriate diagnosis.
    Proven leadership, communication, interpersonal, decision making skills.
    Excellent oral and written communication skills (English and Swahili).
    Computer literacy in the use of MS Windows, Word, Excel, PowerPoint and Outlook is desired
    Ability to work and deliver results with minimum supervision
    Demonstrated ability to work as a team player.
    Experience of working in hardship area or previous IRC experience is an added advantage.
    Somali-speakers are encouraged to apply.

    Apply via :

    rescue.csod.com

  • Locum Nurses

    Locum Nurses

    Job Description
    To provide holistic specialized or general nursing services to both inpatient and outpatients within the hospital specialized unit or Health post.
    Key Responsibilities
    The Nursing Officer is directly responsible to the Hospital Nursing Officer in Charge and will carry out the following duties:
    Programming

    The clinical nurse shall work in specific ward/Health post/specialized unit assigned and would therefore work as both supervisor and team leader of the national and refugee staff.
    Prepare for and assist the doctors during clinical procedures whenever required.
    Ensure that all required observations, prescribed treatment and procedures are properly carried out and documented on patient’s charts.
    Carry out minor surgical procedures, screening, admissions, consultation, resuscitation and stabilization of clients in management of clinical emergencies.
    Provide effective reproductive health services based on all pillars of safe motherhood to ensure best maternal child outcome.
    Implement community health strategy in collaboration with key stakeholders.
    Refer to the doctor in charge or to the doctor on call relevant information such as patient’s status and laboratory results, which would assist in proper clinical management.
    Assist patients with activities of daily living while in the ward/clinic.
    Maintaining psychological well beings through reassurance to patient’s peri operative.                    
    Observe and maintain infection prevention policy daily and ensure safe work environment.
    Arrange and submit weekly/monthly ward or unit work schedule, plan daily duties and responsibilities for both national and refugee staff and leave plans to ensure adequate coverage.
    Convene ward/unit meetings and attend important hospital or department meetings.
    Escort patients during referral when necessary and facilitate acquisition of legal travel documents.
    Do hospital coverage and on-call as required.
    Participate in camp health surveys/campaigns as required.

    Reporting and communication

    Compile and submit quarterly inventory return/requisition of all drugs and supplies.
    Conduct regular training session for national and refugee staff on basic nursing care/management of various ward cases, documentation and infection prevention.
    Provide individualized health education and counseling related to health maintenance and disease prevention.
    Attend and facilitate Continuous Medical Education.
    Compile and submit weekly/monthly HIS reports.
    Monitor and supervise proper usage of supplies as well as maintain adequate supplies and buffer stock.

    Operations

    Perform managerial and administrative functions in assigned wards/unit by participating in recruitment, capacity building, and appraisal and disciplinary of supervisees.
    Maintain equipment in good condition and submit regular inventory report of the same.
    Maintain and update key registers in the assigned area and documentation of client assessment, nursing diagnosis and outcomes while ensuring confidential records.
     Ensure that all admissions, discharges, transfers and deaths are properly recorded as they occur and participate in respective audits.
    Report any significant changes in operations to the supervisor.
    Carry out any other additional duties relevant to job description as may be assigned by the supervisor.

    Key Result Areas
    Assessment, Planning, Implementation, Monitoring and Evaluation of nursing care services and other related activities within the allocated ward/unit.
    Qualifications

    Kenya Registered and/or Community Health Nurse from a recognized Nursing  Training Institution.
    Registered with the Nursing Council of Kenya with valid practicing licence .
    At least two years of experience in a hospital setting post registration.
    Somali speaking and/or experience in the immediate context is an added advantage

    Apply via :

    rescue.csod.com

  • Director, GEDI – Global Strategy and Delivery HR Onboarding Associate

    Director, GEDI – Global Strategy and Delivery HR Onboarding Associate

    Main responsibilities:
    Strategy and delivery of the GEDI action plan

    Ensure feminist principles and practices are rooted in GEDI action plan implementation strategies and our broader organizational strategies.
    Work with regional GEDI directors to identify and uplift learning from countries and regions to advise global policies and practices to improve impact with a focus on our commitment to women and girls.
    Collaborate with and advise People and Culture senior leaders and other relevant department to identify best strategy practices to advance GEDI goal in their respective area this include HR, learning and talent management, leadership development, Well being and safeguarding.
    Be responsible for the delivery of Global GEDI initiatives including piloting and testing new practices.
    Maintain an updated understanding of the industry and relevant sector practices and coordinate internal knowledge management and learning to advise our approach and delivery strategies.

    Technical support

    Provide technical support to IRC Head quarter team in developing and leading activities to strengthen inclusion and belonging for staff, this includes supporting Employee Groups, communities of practice and learning initiatives.
    Partner with HR to support HQ Unit to devise and implement the best strategy to embed increase diversity in management roles in support of our diversity and inclusive leadership goals.
    Staff and External engagement
    Partner with the GEDI council, HR and communication team to development and implement an organization-wide approach to enhance staff engagement to support our Gender equality Diversify and inclusion efforts
    Partner with our External Relations department to develop and drive external engagement agenda and the GEDI unit contribution to key debates in humanitarian GEDI-related policy and practices

    Work Experience:

    Minimum 8 – 10 years in leading organizational Gender equality and D&I strategy at a global scale requiring cross-departmental collaboration to deliver ambitious goals.
    Track record leading and influencing organization efforts to adopt intersectional Feminist approach as core to all programs and operations.
    Experience leading and supporting change management to embed an inclusive and equitable work culture both where there is direct line management responsibility and through influencing.
    International program implementation experience
    Strategy and problem-solving experience accurately diagnosing business challenges, and devising, crafting buy-in for, and implementing effective solutions with timely and efficient performance metrics.

    Demonstrated Skills and Competencies:

    Deep commitment to and knowledge of strategies to advance Gender equality, diversity, equality, and inclusion;
    proven experience in incorporating feminist perspectives and ensuring equal participation in the workplace
    Outstanding project and stakeholder management skills with a consistent record delivery high-reaching, complex, and sensitive initiatives on timelines.
    Demonstrable understanding of how power dynamics affect organizations and the ability to amplify the voices of individuals from under-represented groups
    Change management and organizational development
    Stellar communication skills in written and verbal form.
    Highly versatile and flexible, with a high degree of comfort in changing and refining priorities and results.
    Team leadership

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

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  • Content Strategist & Producer, Global Partnerships GEDI Great Lakes Internship

    Content Strategist & Producer, Global Partnerships GEDI Great Lakes Internship

    Working closely with the Global Programs & Partnerships (GP&P) communications team, the Content Strategist and Producer will lead on the delivery of creative content and materials that highlight IRC’s foundation and corporate partnerships with an eye on increased visibility among donors and consumer audiences. In partnership with members of the GP&P, digital and creative studio teams, the position will play a key role in bringing visibility to IRC’s impact programs like PlayMatters, Ahlan Simsim and Re:Build, building out an annual creative strategy with clear outputs and timelines.

    Working closely with M&M colleagues, the global partnership services, philanthropy and high value teams, the role will also help design and produce communications materials within an existing portfolio of corporate and foundation partners, working to spotlight impact and scale. They will also be a key contributor in the strategic development, coordination and implementation of partnership related content and materials aimed at profile and brand building.

    Major Responsibilities

    Develop and implement content strategies that showcase innovative and at scale partnerships like PlayMatters, Re:Build and Ahlan Simsim
    Coordinate and support communications staff within key partnerships to deliver on program visibility requirements and align resources
    In collaboration with the creative studio team, write concepts / scripts/storyboards and human interest stories that showcase the impact of our partnerships
    Manage production and execution of materials supporting communications deliverables within budget and deadlines
    Ensure all content developed is in line with the IRC brand, in terms of style, quality, tone of voice and values
    Bring a strong understanding of diverse audiences and types of content that resonate and drive engagement across different platforms.
    Contribute to donor communications proposals with the aim of securing funding for creative concepts, distribution and tactics
    Contribute to proposals to potential partners, including providing creative ideas and advice on strategy, tactical approaches and plans for measurement and evaluation
    Build and maintain productive working relationships with internal and external partners and vendors.

    Job Requirements

    Genuine excitement about bringing impactful stories to new audiences
    Strong ability to think creatively and produce innovative content for diverse audiences including consumers and donors
    Design and video editing skills including using Adobe Photoshop and Premiere Pro
    Experience of producing basic graphic design and videos
    Excellent organizational and time management skills and the ability to work to deadlines, prioritize and multi-task in a fast-paced environment
    Strong understanding of different media platforms and the types of content appropriate to each one
    Ability to work effectively as part of a team, providing support as required, and build and maintain excellent relationships across the organization
    A history of developing content for profile-raising, dynamic public-private and/or luminary/celebrity campaigns
    Experience of leading projects and collaborating with multiple internal and external partners.
    Excellent networking, interpersonal and relationship-building skills and an ability to cultivate and maintain a network of contacts working in similar or related fields.
    Committed to IRC values and mandate

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  • HR Systems Associate

    HR Systems Associate

    Job Overview:

    The HR Systems Associate will maintain the Human Resource Systems supported by the HRIT team. The Associate will also provide reconciliation and training support to the users of the Employee Directory system. As the first point of contact with the HR community, this role requires good interpersonal and analytical skills. The successful candidate will be able to complete and track multiple concurrent activities with accuracy and timeliness.

    Major Responsibilities

    Update shared reference data (i.e.: cost centers, department / location hierarchies) in HR systems including Workday, Cornerstone and the IRC developed People Directory
    Resolve assigned Tier 1 issues/questions across supported HR systems
    Reconcile employee data across multiple platforms to ensure data quality across systems that contain HR data
    Build or run standard reports
    Manage the intake of data from feeder systems and ensure data extracted from HR systems is processed successfully by receiving systems
    Create and run data uploads into HR systems
    Provide operational training to new HR users
    Develop standard operating procedures for the collection and maintenance of employee data supplied by the IRC user community
    Conduct periodic audits of employee data and provide ad-hoc support to users as they correct employee data
    Configure and test system improvements
    Complete ad-hoc tasks in Workday or other HR systems as needed

    Job Requirements

    Work Experience:

    Experience supporting HR systems such as Workday, Cornerstone, PeopleSoft, SAP, etc.
    Experience in a helpdesk environment using systems such as ServiceNow.

    Demonstrated Skills And Competencies

    Strong proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Access); Excel ability to create macros, pivot tables, vlookups, analytical capabilities and workbooks required
    Strong organizational skills are required, with a focus on accuracy and attention to detail
    The ability to communicate status effectively to the HR community verbally and in writing
    Self-motivated with the ability to work both independently and in a team environment
    Excellent analytical, problem-solving and troubleshooting abilities as well as strong data analysis acumen
    Demonstrated ability to work professionally and discreetly with confidential information

    Apply via :

    rescue.csod.com

  • Immunization Advisor

    Immunization Advisor

    Specific Responsibilities

    The Immunization Advisor will be responsible to coordinate the technical program quality for the consortium in partnership with project management team, country program team and implementing partners. The Immunization Advisor’s specific responsibilities are as follows:

    Influence

    Represent the health unit and the IRC in inter-agency working groups, various global/regional fora and conferences related to immunization
    Synthesize key findings of current literature related to expanding routine immunization coverage—particularly through ‘last mile’ and community engagement strategies—for program use in a timely manner.

    Technical

    Identify and/or develop global tools/resources/curricula relevant for quality immunization programming and research.
    Conduct technical trainings and ongoing technical mentor for program staff on immunization programming quality improvement.
    Support design of program in project countries and ongoing monitoring of program quality
    Participate in analysis of program data with M&E and project staff to guide program adaptations to achieve targets
    Support country teams as a technical lead in immunization supply chain assessment, demand and supply side barrier analysis, as well as other identified assessments and project related research initiatives.
    Engage with stakeholders during visits to country programs
    Share cross-context learning with partners and country teams across the project
    Provide technical direction to IRC various TAs supporting the project both from IRC and partner organizations

    Key Working Relationships:

    Position Reports to: Project Director
    Position directly supervises: N/A

    Other Internal And/or External Contacts

    Internal: Regular communication with all technical advisors supporting project countries. Close relationships with regional and country program teams. Interacts with IRC internal departments, including business development, external relations and advocacy departments, to keep them aware of program activities.
    External: Serve as IRC program representative in outside regional meetings and global meetings and academic forums with donors, other non-governmental organizations, inter-agency groups and foundations. Provide leadership to consortium technical staff.

    Job Qualifications

    Education: Masters in public health or related area.
    Work Experience: A minimum of two years as technical advisor supporting immunization programs, plus three years of international field experience in managerial/coordination positions with Non-Governmental Organizations in humanitarian or post-conflict settings. Experience in technical tools and materials development. Experience in strategy development and working across sectors or subject areas is desired.
    Skills and Proficiencies: Proven expertise in working with donors, project design, proposal development, coordination and monitoring and evaluation, with the ability to turn concepts and strategy into measurable action. Able to work with remote, multi-cultural and multi-disciplinary teams. Strong interpersonal verbal and written communication skills and skills to facilitate collaboration. Dedication to transfer technical knowledge and skills. Dedication to renewing and maintaining with current standard methodologies. Additional proficiencies include:
    Experience in coordination and providing strategic leadership to new thematic public health areas.
    Experience working with ministries of health, international agencies and/or NGO public health programs in Africa and other developing countries.
    Knowledge of vaccine preventable disease control initiatives (e.g., polio, measles, tetanus), Global Vaccine Action Plan and Gavi strategies for health systems strengthening.
    Experience to independently assess routine immunization needs and coordinate stakeholders in the development and implementation of successful program interventions, including prior experience with:

    Language Skills: Proficiency in English required

    national or sub-national immunization planning;
    capacity building for system strengthening;
    design of community-focused strategies to increase coverage;
    use of immunization data for monitoring and decision making;
    assessment of cold chain and logistics performance and needs; and,
    other actions to sustain quality immunization services
    Dedication and ability to work independently with attention to detail and quality, delivering timely results.

    Apply via :

    rescue.csod.com

  • Pharmacist Assistant EPI Officer

    Pharmacist Assistant EPI Officer

    Job Description
    Under the guidance and supervision of the senior Pharmacist or designate, the pharmacist assistant will be involved in the day today management of the dispensing pharmacy operations.
    Key Responsibilities

    Oversee the correct dispensing of pharmaceutical commodities at the dispensing pharmacy units.
    Ensure there is adequate health supplies and drugs in the dispensing pharmacy stores and that dispensing pharmacy is well managed with no pilferages.
    Ensure all standard operating procedures within the supply chain are well implemented and adhered to.
    Monitor prescribing trends by analyzing prescriptions and alerting the senior pharmacist of any anomalies or cases of irrational prescribing practices.
    Ensure cold chain maintenance and monitoring is done regularly to ensure temperature sensitive drugs are correctly monitored while under storage.
    Prepare all inventory management reports including MOH monthly reports for Malaria, TB and HIV by 5th of every month.
    Maintain the EMR system inventory at the dispensing pharmacy units and report any technical interruptions to the EMR manager or the senior pharmacist for follow and correction.
    Monitor and maintain the tracer drug list of commodities and report their availability to clinical team biweekly.
    Attend departmental meetings as may be required from time to time.
    Participate in the training and mentorship programs within the department unit where members learn from each other to improve the quality of services.
    Carry out any other assignments that may be assigned to him/her by the supervisor or designate

    Key Result Areas

    Accurate and timely documentation of all issues and received drugs and medical items.
    Daily recording and tracking of temperatures in the cold room and the fridge
    Timely issue orders to the various units in the prescribed forms on their ordering days.
    Proper storage of drugs and medical items.
    Tracking of expiries and slow-moving items.

    Qualifications

    Must have Kenya certificate of Education (KCSE) or an equivalent
    A Diploma in pharmacy from a recognized institution.
    He/She must be enrolled by the pharmacy and poisons board
    At least one year hospital pharmacy experience.
    Good communication and writing skills
    Computer literate

    Required Experience & Competencies

    A good team player
    Fluency in written and spoken English and Swahili Languages.
    Ability to work ethically in demanding environment.
    Good customer care skills

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

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  • Safeguarding Advisor

    Safeguarding Advisor

    As the role supports a global consortium project, much of this support will be remote. It is anticipated that up to 30% of the Safeguarding Advisor’s time will require travel to conduct learning or capacity building opportunities.
    Major Responsibilities
    Within Consortium

    Technical lead on safeguarding for the What Works 2 Consortium, in collaboration and co-production with the grantees, IRC, and other consortium members
    In collaboration with consortium members, build safeguarding structure, policy, principles, and process for the What Works 2 Consortium, including data protection measures for information and reports collected through the duration of the What Works 2 project
    Further ensure that safeguarding is integrated into all aspects of programme design and implementation, mainstreaming risk analysis, mitigation, and response
    Support the processes and procedures designed by the consortium members to ensure that any allegations of safeguarding misconduct are timely reported to the affected consortium partner, who will review and determine whether and how any investigation should be conducted. As needed, support and guidance to the consortium partners on reporting mechanisms, case management, support referral pathways, and investigation pathways with a survivor and trauma informed lens, including documentation and sharing of lessons learned
    Track statistics on completed investigations as provided by consortium members and provide updates to the PMU.
    Document and publish best practices for safeguarding, based on learning that emerges throughout the project, including innovations in community driven safeguarding approaches, with aim to establishing a community of practice that will exist beyond the completion of the project
    Participate in relevant What Works 2 Consortium forums, working groups, and events to report on or document approaches to safeguarding, including establishing a cross-consortium working group on safeguarding
    In coordination with other capacity building functions, ensure a coordinated and supportive learning process for grantee partners
    Any other tasks, as agreed upon between the Safeguarding Advisor and other key stakeholders

    To Consortium Grantees

    Build and implement an innovative feminist and southern focused approach to assessing safeguarding capacity of grantees through the What Works 2 project that balances donor compliance with partner led and focused approaches to safeguarding
    Co-design and deliver capacity building on safeguarding in partnership with grantee partners, using existing or bespoke materials, with a recognition that each organization will need an individualized approach
    Support as needed grantee partners to establish localized reporting mechanisms, case management, support referral pathways, and investigation pathways with a survivor and trauma informed lens
    Where grantee partners do not have the capacity to conduct their own investigations, the Safeguarding Advisor will connect them to the IRC’s Ethics and Compliance Unit for investigation guidance and best practices, working with this function to understand trends and lessons learned in the context of the What Works 2 programme

    Job requirements

    Degree in relevant field relating to humanitarian and development action, protection, law, sexual violence, or training. Equivalent professional or lived experience will be equally regarded to educational background.
    Contextual understanding of safeguarding in Africa, Latin America, or Asia is required. Lived experience in one of these regions is strongly preferred.
    At least 10 years of relevant experience in a combination of safeguarding, community-based reporting mechanisms, gender based violence, protection, or child protection with a humanitarian or development organization.
    Experience with client protection from abuse and exploitation, sexual violence in development and humanitarian contexts in conflict/refugee settings, and knowledge of international protection frameworks and mechanisms on safeguarding.
    Capable of applying skills and knowledge in a range of capacities, including implementation, advisory /technical function, training and the transfer of technical knowledge and management skills to others.
    Experience in conducting training, orientation and refresher sessions with diverse teams. Experience conducting such sessions remotely will be a plus.
    Ability to facilitate continual learning processes for institutional reflection and behaviour change is a significant asset.
    Excellent spoken and technical writing ability in English is a requirement. Additional languages, such as French, Arabic, Spanish, or Swahili, will be considered strong assets.
    Proven track record in working with teams, excellent interpersonal skills, positive and professional attitude, and ability to lead and work well with diverse teams in a complex international environment and with multiple partners.

    Apply via :

    rescue.csod.com

  • Women’s Protection and Empowerment Technical Advisor

    Women’s Protection and Empowerment Technical Advisor

    Other Internal And/or External Contacts

    Internal:

    Regular communication with education, violence prevention and response, health, economic recovery & development, governance, research, evaluation and learning, and gender equality technical unit teams. Close relationships with regional and country program teams. Interacts with IRC internal departments, including business development, external relations and advocacy departments, to keep them informed of program activities.

    External:

    Serve as IRC and WPE representative in outside regional and global meetings and academic fora with donors, other non-governmental organizations, inter-agency groups and foundations as requested by the Senior Technical Advisor and/or the Deputy Director.

    Job Requirements

    Education: 

    Master’s/post-graduate degree in public health, social work, humanities or other relevant field or equivalent combination of education and experience is required.

    Work Experience: 

    A minimum of 6-8 years GBV program management experience is required, preferably within a humanitarian or international development setting. Experience in technical tools and materials development, monitoring and evaluation, and research in relation to education is highly desired. Experience in strategy development and working across sectors or disciplines is highly desired.

    Demonstrated Skills and Competencies: 

    Demonstrated ability to turn concepts and strategy into measurable action, and experience leading on program design, monitoring and evaluation. Must have strong and effective communications skills, and the ability to present a broad array of information to inform and influence diverse audiences in multi-cultural environments. Demonstrate commitment and capacity to renew and maintain standards with best practices in the field.

    Language Skills: Fluency in French and English required;

    Apply via :

    rescue.csod.com

  • Senior Help Desk Technician Monitoring, Evaluation, Accountability & Learning (MEAL) Manager (Kakuma)

    Senior Help Desk Technician Monitoring, Evaluation, Accountability & Learning (MEAL) Manager (Kakuma)

    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.

    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

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

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