ILRI ICT Customer Services Officer:Re-advertised

Vacancy Number: A/016/13
Department: Corporate Services
Duration:  Two years contract.

General:  The International Livestock Research Institute (ILRI) works at the crossroads of livestock and poverty, bringing high-quality livestock science, communications and capacity building to bear on poverty reduction and sustainable development. ILRI has campuses in Kenya (headquarters) and Ethiopia, with other offices located in Africa (Botswana, Mozambique, Nigeria, Senegal, Uganda) as well as Asia (China, Laos, Thailand, Vietnam, India, Sri Lanka).

The position: ILRI is recruiting an ICT Customer Services Officer position based in Addis Ababa, who will be a member of the Information and Communication Technology (ICT) unit in Corporate Services Division in ILRI.

Main Duties:

• Provides high level technical support to the “power users” and “non-core application users” on the campus by diagnoses and resolution of ICT problems to the satisfaction of the customer within the time frame set by the priority level and close the call. Provide specialized support for one or more non-core applications that the customers have asked the Department to help support
• Takes over the resolution of problems that have been escalated by the ICT Customer Service technicians when they have been unable to resolve a problem within the assigned timeframe
• Leads ICT projects that are implemented by the ICT Customer Service team, including the roll-out of new applications and equipment
• Provides the main link between ICT Customer Service team and the Infrastructure team to ensure that essential tasks are carried out and do not fall between the two teams
• Provides guidance and mentoring to the ICT Customer Service helpdesk/support technicians
• Monitors the implementation of policies, procedures and standards on the campus and make the necessary corrections where necessary
• Keeps up-to-date with changes and advancements in ICT Customer Services and the type of applications that are supported and make suggestions for improvements to the services provided
• Provides second level support for the administration of OCS and other specialized applications in use at ILRI including adding and removing of users and set permissions requested by the system managers, implements updates to the system and resolves issues on time
• Follows change management processes to document all changes to live servers, ensures regular backups, database replications, disaster recovery plans are developed, implemented, tested and monitored for all locally hosted applications and databases
• Enhances existing applications by providing additional reporting capabilities and add-on features that are required by the end-users to improve their work
• Researches into finding more effective ways of using and configuring applications that can then be rolled out across the campuses or posted to the intranet and communicated to staff for their use

Education:

• First Degree in Computer Science or related field

Experience:     

• A minimum of 3 years related experience

Training: 

• Certification as a Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Office Specialist (MOS) or Microsoft Certified Systems Engineer (MCSE) or Information Technology Infrastructure Library (ITIL)
• Training in MS SQL database preferably MSDBA

Skills:  

• Strong customer service orientation that establishes a good working relationship with customers, with the attitude of wanting to assist people and pass-on their knowledge and experience to others.
• Good communication and interpersonal skills.

Duty Station:   Addis Ababa

Grade:   2C level 2.

Minimum Base Salary:   Birr 11,871.00 (Negotiable, depending on experience, skill and salary history of the candidate)

Terms of appointment:  This is Nationally Recruited Staff (NRS) position based at ILRI’s Addis Ababa campus.  Initial appointment is fixed term for two years with the possibility of renewal, contingent upon individual performance and the availability of funding. The ILRI remuneration package for nationally recruited staff in Ethiopia includes very competitive salary and benefits such as life and medical insurance, offshore pension plan, etc.

Applications

Applicants should send a cover letter and CV (3 pages maximum) explaining their interest in the position, relevant documents and testimonials and the names and addresses (telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to the Human Resources Office, ILRI, P.O.Box 5689, Addis Ababa, Ethiopia; Telephone: (251-11)-617-20-00; Fax (251-11) 646 46-45 or 617 20-01 name and reference number of the position for which the application is made A/016/2013 should be clearly marked on the envelopes if mailed or fax applications.  Only short-listed candidates will be contacted.

To find out more about ILRI, visit our websites at 
http://www.ilri.org

To find out more about working at ILRI visit our website at 
http://www.ilri.org/ilricrowd/

ILRI is an equal opportunity employer