ICT Officer- Customer Support 114 views6 applications

As an International Christian Humanitarian Development organization, World Vision Ethiopia (WVE) is trusted to deliver community service through its 58 Area Development programs (APs) located in seven regional states of the country.  Currently, WVE envisions a thriving organization where our improved business processes come together to transform and model organizational leadership built on sustainable practices. WVE is looking for persons who fulfill the following qualifications.

Purpose of the position:

 

To represent ICT  Cluster Program Office( CPO)s management team and provide technical advice & support to the    CPO and its respective Area Programs (APs) in IT services.

ICT Officer-Customer Support staffs are responsible for managing and responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support for CPO requests, and assisting with leading and coordinating the activities of the client technology services and support area of IT by escalating and follow up to Level 2 and Level 3 support as per the SLA. These staffs respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices.  In addition, they evaluate and recommend client software and hardware and give inputs for purchasing new or upgraded products.

Major Responsibilities include

1.     Service as first point of contact for day to day technical support to end users. Provide Service Desk Support for the staff by analyzing, troubleshooting, and documenting for resolution of reported user problems as per the committed Service Level Agreement in professional and courteous manner. Ensuing all support provided are documented in Customer Support & Service desk Management System: ServiceNow and generate activity and /or status reports. Develop checklists and scripts for resolving routine problems, diagnose problems by evaluating multiple options and give remote support to users via tools like team viewer 2.    Administer and Support Essential Business Systems including Lotus Notes messaging, partnership applications (e.g. SingleSTEP, Sponsorship 2.0, Horizon, Sun 6, Our People, GEMS Concur, LMMS, and other systems), in-house applications ( e.g Procurement Tracking System, Fixed Asset Management System, Warehouse Management System, and other applications (like E4Y M&E System, Vehicle Fleet Tracking System (VFTS),ORT(One Reporting Tool) etc), Local Area Network (LAN), the Internet and other communication systems,  to ensure availability at all times. Participate in deployment of new or upgrade information technology projects and develop associated procedures and documents 3.     Install, configure, maintain and support all software, hardware, LAN, Lotus notes mail and databases, and ensure the availability of adequate connectivity to make sure all ICT services are accessible reliably. Take part with HO ICT team with the assessment and analysis of need for any service enhancements. Participate in development of configuration and maintenance checklists and provide quarterly preventive maintenance for all ICT equipment and IT infrastructure under RO, CPO and APs. Moreover, maintain IT inventory on quarterly basis (Hardware, Mobiles, Software, Licenses, etc) and share with ICT management. Provide justifications for corrective maintenance, follow up and conduct acceptance test as required 4.     Ensure Information and Data Security of the user data, ICT systems and resources by doing anti-virus installations & regular update, regular critical system backup and enforcing laid down ICT policies, maintain and secure users and infrastructure (wireless, Lotus ID, Admin) passwords and credentials confidentially, communicating infrastructure team for new treats (virus, Malware, etc) reports, to guarantee business continuity in the unlikely event of an ICT disaster. 5.    Facilitate  ICT skills building for RO, CPO and AP staffs to increase their competence in the use of partnership applications (Horizon, Our People, Sun6, Single STEP, etc), ICT Services and in-house applications and  ICT productivity tools such Microsoft Office (Word, Excel, Power Point), Lotus Notes,  WebEx, Skype, etc. Provide orientation on ICT services, processes, work procedures, standards and policy. Advise users on technology developments that can improve their productivity and conduct planned and un planned field visits  to provide all round ICT support in RO, CPO, APs, Non-AP grants and emergency sites 6.     Engage with the program staff to assess and capture innovation requirements in APs like ICT4D projects, waste management, suggesting other usable tools, etc and participate in the implementation and monitoring of innovation projects. 7.    Support procurement of ICT goods and services by providing technical specifications & performing acceptance test for such goods and services, procurement follow ups and status updates, and working with vendors and service providers to ensure timely delivery of requested goods and services in consultation with the ICT Manager. Make recommendations when changes are appropriate based on facts 8.     Ensure the implementation of ICT policies, standards, and procedures at RO, CPO and AP level as per the National and global ICT guidance and work closely with HO ICT Unit Specialists and Service Desk Administrator so that customers support request are address timely and progress are communicated appropriately. Inform the ICT manager for any ICT policy breaches, attempts and related enhancements 9.    Perform preventive and remedial maintenance, IT asset management and provide status report as per set schedule and guideline by ICT manager on ICT equipment and timely escalation of malfunctioned ICT equipments to HO.  Engage in the assessment and documentation of IT assets and services to ensure the availability of standardized IT services in the RO, CPO and APs

Job Requirements

Other Competencies/Attributes:

• Fast thinker and able to make rational decisions even under pressure
• Fast learner and always a step ahead in terms of quality and timely delivery of IT services
• Team Player
• Committed  and loyal person
• Able to communicate effectively verbal as well as written with documentation and reporting skills
• Exhibit professional ethics in handling confidential information, uses ICT systems, passwords and resources as per the policies and requirements of World Vision Ethiopia/International

Qualifications:  Education/Knowledge/Technical Skills and Experience

• • Qualification required: BSc in Computer S., Information Technology, Electrical Engineering or related fields

• Experience:  minimum of 4 years

• • Technical Training qualifications

• Required: certified A+, Network +, MCP training.
• Preferred certified in A+, N+, MCP, CCNA, MCSA

• • Working Environment / Conditions:

• Work environment:  Cluster Program Office based with planned travel to APs and Non-AP sites

• Travel:  50% Domestic/international travel is required.

On call: 30%

4. Additional Requirements: Committed to the organization’s vision, mission and core values
   

How to Apply

Interested applicants are required to fill the employment application form (you can get this form from https://www.dropbox.com/s/y58vqapoghcjwsc/wve-jaf.pdf?dl=0  ) and email on or before the closing date of this announcement to [email protected]

World Vision Ethiopia is a child focused Organization and is striving to keep children safe and is committed to ensuring that only those who are suitable to work with children are considered for this position.