About the position
The Analyst, reporting to the Regional IT Operations and Service Desk Coordinator, will provide support to IT operations and maintenance of the local regional office as well as other offices of the Alliance.
Key duties & responsibilities
- Clone/Install/Configure/Maintain/Troubleshoot client hardware/software and follow procedures to maintain best performance on the workstations and laptops.
- Support redaction/review of documentation for clients as well as for internal procedure.
- Perform basic printer maintenance/troubleshooting duties.
- Perform basic equipment maintenance/troubleshooting duties (Desktop and Laptop).
- Maintain accurate log of all Service Desk calls using tracking software.
- Be the first point of contact for hardware and software problems affecting computers.
- Provide support to regional offices staff with remote assistance tools where applicable.
- Use of standard IT Operations and Service Desk operating procedures.
- Provide IT support to guests, to meetings and conferences, with an outlook for improvement based on new technologies, modalities, and requirements.
- Promote the full range of IT Services to newly hired staff through the induction process.
- Provide necessary end-user training in software and systems, to ensure an effective work environment. Informs the ITOSD regional coordinator and/or the ITOSD Manager of issues affecting delivery of service
- Assist in maintaining the Organization’s worldwide hardware/software inventory.
- Liaise with external technical support where applicable, Available to travel on mission to different countries.
Requirements
- Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
- Minimum of 2 years’ experience in IT support, help desk, or a similar role.
- Strong knowledge of information systems, including operating systems (e.g., Windows, macOS, Linux), hardware, and software applications.
- Familiarity with remote support tools and troubleshooting techniques.
- Experience with hardware/software inventory management systems.
- Proficiency in stakeholder engagement, with a focus on providing excellent customer service.
- Effective communication skills, both verbal and written, for technical and non-technical audiences.
- Ability to work collaboratively in a team environment.
- Commitment to continuous learning and staying updated on new IT trends and technologies.
- Knowledge of network configurations, basic printer troubleshooting, and equipment maintenance.
- Availability to travel internationally to provide on-site support as needed.
Terms of employment
This is a nationally recruited position based in Nairobi, Kenya. The initial contract will be for one year, subject to a probation period of three months and is renewable depending on performance and availability of resources.
This position is graded at BG06 level, with a minimum basic salary of KES 168,837 in a scale of BG01 to BG14 (BG14 being the highest level according to the Alliance job classification framework policy). We offer a competitive salary and excellent benefits including but not limited to insurance, retirement plan, staff training and development, paid time off and flexible working arrangements.
The Alliance Bioversity-CIAT is committed to fair, safe, and inclusive workplaces. We believe that diversity powers our innovation, contributes to our excellence, and is critical for our mission. Recruiting and mentoring staff to create an inclusive organization that reflects our global character is a priority. We encourage applicants from all cultures, races, colors, religions, sexes, national or regional origins, ages, disability statuses, sexual orientations, marital status, and gender identities. Female candidates are strongly encouraged to apply.
Applications
Applicants are invited to visit https://alliancebioversityciat.org/careers to get full details of the position and to submit their applications. Applications MUST include reference number RFP 300197 – Analyst-IT Operations Service Desk as the position applied for. Cover letter and CV should be saved as one document using the candidate’s last name, first name for ease of sorting. The Alliance collects and process personal data in accordance with applicable data protection laws.
Applications closing date : 9th February 2025
Please note that email applications will not be considered.
Only short-listed candidates will be contacted.
We invite you to learn more about us at:
http://alliancebioversityciat.org
