Information Systems (IS) Help Desk Assistant
Contract Type: Open- Ended
Level: E1
Starting salary Kshs. 90,561 gross per month. A competitive benefits package including medical and pension will be offered to the successful candidate.
Background
Oxfam GB is one of the world’s leading development and humanitarian agencies assisting people affected by natural disasters and conflict throughout the world.
With over 5,000 staff and dedicated volunteers in more than 90 countries, Oxfam GB is able to achieve the greatest impact to end poverty and suffering through combining emergency response work, long-term programmes for poverty alleviation and campaigning for lasting change.
The Horn, East, and Central Africa (HECA) Region is the largest region within Oxfam GB, covering 8 countries, including Ethiopia, Tanzania, Kenya, Somalia, Democratic Republic of Congo, South Sudan, Rwanda and Uganda.
The Regional Centre is based in Nairobi and is mandated to provide leadership and support to the Oxfam GB country programmes in delivering their strategies within the context of programme quality, and efficiency.
Oxfam GB now seeks to recruit an IS Help Desk Assistant to support Oxfam IS users through the delivery of reliable, cost efficient and high-quality IS services.
The role:
Reporting to Regional Information Systems Manager, this role will primarily be involved in User support (Local Area Network, MS Office applications, Lotus Notes support and general user support in the normal business operations).
In addition, the role will act as the first line support and primary point of contact for all service-related queries, issues and requests and escalating to 2nd and 3rd line support where necessary while maintaining documentation and standards within IS department.
The role will be key in maintaining all the calls made to the Help Desk with the correct level of detail and impact to facilitate resolution while monitoring the successful conclusion of all calls.
It is expected that all this role will actively champion and communicate the user’s needs, requirements and concerns from a customer service perspective within the IS organization and in particular Service Delivery and deal with user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.
The person:
- Experience working knowledge of the following technologies : Windows 2000/3, Lotus Notes, Internet Explorer, Adobe Acrobat, International Support, Microsoft Windows software / hardware environment, Local Area Network , Wide Area communication between Oxfam offices world-wide using TCP/IP transmission protocol, IP telephony, Virtual Private Network and Lotus Notes.
- Relevant experience in one or more of the following areas:
- Automated software distribution tools
- Design and management of desktop image using industry standard tools (e.g. Norton Ghost)
- Management of Active Directory policies within multi-site global environment
Experience of the following:
- Customer Management
- Service Level Management and Reporting
- Incident and Problem Management
- Change Control and Release Management
Desirable:
- Certification / Knowledge in ITIL
- Certification or Qualification in Customer Management processes
This is an opportunity for a dedicated and highly motivated professional, with a strong commitment to Oxfam’s values and beliefs.
If you believe you are the candidate we are looking for, please submit your application and CV including a day time contact by applying online at http://www.oxfam.org.uk/what-we-do/about-us/working-at-oxfam using INT5781
The closing date is 21st October 2012. Only shortlisted candidates will be contacted.
We are committed to ensuring diversity and gender equality within our organization.
Disclaimer
Oxfam is an equal opportunity employer.
You are not required to pay any fees to apply for jobs at Oxfam.
Oxfam does not conduct recruitments through agents.
