Responsibilities
Desktop Administration and Configuration: Supervise junior staff for specific projects; Monitor all personal computers running the UN software delivery system including Common Back Office (CBO) clients;
Perform software distribution updates, scripting, testing and support of different application suites and software applications of CBO clients; Perform research into new versions of centrally supported software including the use and application of artificial intelligence in the (Client Relationship Management) CRM tool, perform beta-testing, production rollout and post-production support; Perform 2nd level desktop troubleshooting;
Provide technical advice to clients; Provide guidance and training to staff; Prepare, maintain and update files and internal databases; Draft documentation and reports.
Service Installation and Support: Receive and log service requests; Resolve problem and incident management requests; Schedule service requests including equipment replacement/installation, software installation, Local Area Network connection, return to stock, site surveys;
Diagnose and resolve any hardware, software or connectivity problem; Provide basic training to end users;
Log all action including site survey, steps taken to resolve problem or to complete task and problem encountered, current status; Act as focal point for technical staff at lower levels; Escalate tasks to the appropriate parties; Detect problem patterns and recommend solutions.
Service Coordination: Receive and log service requests; Create and assign work orders in accordance with the established procedures; Distribute work assignments and monitor progress; Liaise with other ICTS teams to facilitate completion of service requests;
Provide advice to clients regarding ICTS standards and workflow processes; Perform quality assurance procedures; Address escalated problems and monitor resolution.
Manage the Customer Relationship Management (CRM) System: Use the CRM tool and the Kenya Service Hub (KSH) as platforms to register and address all ICTS requests; Participate in the Gap analysis of CRM platforms for ICTS Services;
Provide assistance in data preparation and administration of the CRM platforms as and when required; Assist in training ICTS contractors and ICTS teams in the usage and utility of CRM platforms; Update and maintain a knowledge base with tested, proven and practiced IT solutions based on best practices.
Incident Management: Assist in developing SOPs, assist and coordinate weekly meetings to discuss pending & recurring incidents; Assign Incidents to the appropriate Agents and ensure incidents are addressed within established benchmarks and in accordance with the Information Technology Infrastructure Library (ITIL) best practices.
Problem Management: Assist and coordinate weekly meetings with problem managers;
Escalate problems based on established criteria and Standard Operating Procedures; Ensure problems are addressed within established benchmarks in accordance with ITIL best practices; Identify and develop quick solutions within the ICTS problem manager’s framework;
Follow-up on issues and record solutions in the knowledge base for future reference and usage; Act as a focal person for all problems past benchmark and generate weekly reports on actions being taken or solutions identified.
Data analytics: Assists with the collection and analysis of data as well as the preparation of dashboards, data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making; Assists with visualizations and updating information material such as web pages or brochures.
Perform other related duties as may be assigned.
Education
Completion of high school diploma or equivalent is required.
Supplemental training in Computer Science, System Administration, Database Administration, Service Operations, System Analysis, Software Development, or another related IT field is required.
ITIL Foundation and Service Operation certifications are desirable.
Work Experience
A minimum of seven (7) years of relevant and progressively responsible experience in the Information Technology Support field or related field is required.
The minimum years of relevant experience is reduced by two (2) years for candidates who possess a first level University degree.
A minimum of two (2) years’ experience in overseeing service desk support and in the use of any Client Relationship Management system (e.g. Siebel or ServiceNow) is required.
A minimum of four (4) years’ experience in assisting in the administration of vendor performance and contract management is required.
Work experience in the administration, management, operation and support of the deployment of Microsoft 365 across a large multi-user environment is required. Knowledge of and practical experience of the Google Suite applications management and support is desirable.
Knowledge of and experience in the application of AI within ICT service desk operations is desirable.
One (1) year or more of experience in data analytics or related area is desirable.
Apply via :
careers.un.org
