IT Officer

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

30%

SERVICE DESK:

First point of contact and day-to-day technical support to end users.

Responds to Level 2 support and works with vendors on Level 3 support.

Generates activity and status reports.

Provides the user access service.

Research trouble issues which affect multiple clients.

Reviews checklists and scripts.

Works with vendor technical support personnel on solutions for clients.

SERVICE LEVEL MANAGEMENT:

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

Monitors service-level objectives to ensure that requirements are met or exceeded.

Makes recommendations to approve performance and client satisfaction metrics.

Follows up in a timely manner to ensure customer satisfaction.

SERVICE IMPROVEMENTS:

Tracks performance metrics.

Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

Develops procedures and controls for service improvements.

25%

TECHNICAL SUPPORT:
Engages the hardware vendors on issues to remedy issues or escalates for support.

Diagnoses and resolves client workstation and mobile device hardware and software issues. Creates temporary solutions until permanent solutions can be implemented. Coordinates the resolution of escalated application, hardware and software problems.

20%

PROJECT PLANNING:

Provides input during project planning and requirements phase.

CLIENT TECHNOLOGY SUPPORT:

Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners. Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Updates configuration management tools. Develops and documents procedures for performing configuration changes, updates and upgrades. Provides on-going support of client technology.

10%

DOCUMENTATION:

Creates, modifies and reviews documentation of issues resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to Knowledge Base.

Updates manuals/guides to incorporate new recommended products.

10%

COMMUNICATIONS/CONSULTING:

• Alerts team members about recurring problems.

• Communicates technical information to both technical and non-technical personnel.

• Advisory role on Equipment purchases

5%

TRAINING:

Trains co-workers on new or existing functionality or services. Identifies customer training needs based on common problems. Help Improve the overall digital literacy and dexterity of colleagues.

Knowledge/Qualifications for the role

Minimum 1-2 year of experience in providing IT services to different profile of customers in business environment.
Bachelor’s degree in computer science, Information Systems,
or
Industry related certificates (i.e. Cisco CCSA, Microsoft MCSE etc.)
or
Related IT work experience
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
Proven technical computer skills in Microsoft Office Software, different antivirus solutions, network environment, cloud backup and restore system.
Ability to work under pressure and on multiple tasks as well as well – developed ability in problem solving.
Excellent organizational skills and ability to prioritize
Ability to perform well individually and as team member
The position requires ability and willingness to travel domestically and internationally up to 20% of the time.
Fluent in verbal and written English language.
Any other language will be considered an advantage.

CORE COMPETENCIES

Deliver Results

Be Accountable

Partner and Collaborate

Model Self-Management

Applicant Types Accepted:

Local Applicants Only