OPPORTUNITY
Helpdesk Administrator
Vision International (Rwanda) is a child focused Christian humanitarian
organization implementing development programs in 17 Districts of Rwanda.
Vision Rwanda seeks to hire a highly qualified, dedicated and experienced
national for the position of IT Helpdesk Administrator. The position will
be based in Kigali at the Head Office and reporting to the IT Manager
of the position:
IT Helpdesk Administrator is the frontline and
point-of-contact for the IT
department’s customers based in Head Office , Regions and Cluster
offices. The primary objective is to ensure that the customers have a stable
Information Technology (IT) infrastructure that meets their current and future
IT requirements in a timely and professional manner. This will be done by
analyzing customers’ IT needs, assigning reported incidents to IT Officers to
ensure timely resolution and escalation as needed. This requires that you
be able to respond to situations in a multiplicity of environments, with
various software applications and business processes. The candidate will
also be responsible for ensuring that all IT equipment, software and licenses
are accounted for and maintained in excellent condition
World Vision’s Christian ethos and demonstrate a quality of spiritual life that
is an example to others.
major responsibilities include:
Support
First point of contact and day-to-day technical support to end users.
Responds to Level 1 support requests via multiple sources such as phone and
e-mail.
Log customer requests data into the tracking system.
Support customers in a courteous and professional manner.
Perform analysis of customer requests based on their environment, location and
the business processes they perform and define the appropriate business solutions.
Develops checklists and scripts for resolving routine problems.
Escalates problems when necessary.
Documents problem status and resolution in tracking log.
Ensure service Level agreements are designed and implemented
Ensure that IT recommendations and solutions are consistent with WVR Service
Level Guidelines and Partnership Standards and provide recommendations
Provide timely feedback to ensure satisfaction
Technology Support
Work with respective IT teams (Network Administrator, Systems Administrator) on
projects monitoring, tracking and processing customer updates
Perform first level support
Receive, set up, test and install new computer systems (hardware and software)
and assist in provisioning.
Support customers in ensuring data back up on central file servers and educate
users on data safety and security.
tracking
Manage the inventory of Computer Asset equipment and software licenses to
ensure the timely entry in the inventory database, monitor movement,
withdrawal, reporting and reconciliation with Accounting Department records.
Perform service and maintenance on computer equipment (re-imaging computers,
upgrading BIOS, ensuring current version of anti-virus application is being
used by client computers, etc.)
and productivity tools
- Work
with Internet Access Service Providers to ensure the Service Level
Agreements (SLAs) are adhered to and outages are reported and escalated in
a timely manner with rebate given for downtimes experienced. - Support
various productivity tools such as Mobile Phones, PDAs, Blackberrys,
WeBex, Skype, WebCams, portable computer accessories.
- Bachelor’s
degree in Information Technology, Computer Science, orrelevant field from
a recognized university - ITIL
Certification is a MUST for this position plus A+, N+ and MCP
certification
- At
least three (3) year’s working experience in a
networking/telecommunications environment
Competencies/Attributes
- Good
working knowledge of telecommunications technologies (wireless networks)
and Network Architectures for both Local Area Networks and Wide Area
Networks - Excellent
working knowledge of Internet technologies, including: TCP/IP suite of
protocols; Internet security; Internet routing; Voice over Internet
Protocol) - Good
working knowledge of Microsoft Windows Operating Systems configuration and
administration - Good
working knowledge of office automation applications (Microsoft Office) and
Lotus Notes - Excellent
communication and inter-personal skills.Must be able to work in a
multi-cultural environment - Excellent
analytical, problem solving and negotiation skills - Demonstrates
eagerness and aptitude for acquiring necessary technical knowledge, skills
and judgment to accomplish a result or to serve a client’s needs
effectively - Excellent
time-management skills.Able and willing to meet deadlines. - Ability
to work in, and contribute to, team building environment - Must
be willing to travel to various locations in Kenya, and to live under
harsh conditions - Must
be able to speak, understand and write fluent English
to apply:
you wish to apply for this position, please go to http://careers.wvi.org/job-opportunities-in-rwanda
this is your first time applying online via the World Vision International
careers website, you will need to register an account along with your
application details. This site will provide you with additional functionality,
such as saved searches and email alerts. Registration requires minimal
information to create your account. Further details will be collected during
the application process
applicants must apply using our online application system, CVs received via
email will NOT be considered.
case you face any challenges in applying, please let us know on wvrwanda recruitment@wvi.org (no applications
will be accepted through this email)
closing date for submission of applications is 26th January 2017; no late
applications will be accepted
a child focused organization, World Vision is committed to the protection of
children and does not employ staff whose background is not suitable for working
with children. All employment is conditional upon successful completion of all
applicable background checks, including criminal record checks