World Vision recherche un agent de soutien à la clientèle en matière de technologie de l’information, Bujumbura, Burundi
With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Employee Contract Type : Employé à durée déterminée (durée déterminée)
MAJOR RESPONSABILITIES :
Customer Support :
- First point of contact and day-to-day technical support to end users ;
- Responds to support requests via multiple sources such as phone, e-mail and remote tools ;
- Logs tickets that came though phone or any other medium that does not automatically log the incident into the Service Management system (SMAX Microfocus) ;
- Ensure SLA’s are met and ensure that no ticket goes beyond 30 days even if status is in waiting mode Interacts with clients in a courteous and professional manner ;
- Provides user access service to business applications Collaborates in the development of service-level objectives and takes steps to meet or exceed targets ;
- Explains service procedures to clients. Follows up in a timely manner to ensure customer satisfaction Generate activity and status reports Researches trouble issue which affect multiple clients ;
- Work with vendor technical support personnel on solutions for clients ;
- Provides responsive support for problems found during normal working hours as well as outside normal working hours.
Client Technology and Technical Support :
- Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners ;
- Work with respective IT teams (IT manager, Network & telecommunication Administrator, Systems Administrator,) on projects monitoring, tracking and processing customer updates Ensure level 1 support and maintenance of all computer equipment and the peripherals ;
- Install and perform level 1 support of all the business applications. Installs and supports business application on mobile phones Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications ;
- Provides on-going support of client technology Configures and installs all new client equipment such as desktop PCs, peripheral equipment, laptops and other mobile devices ;
- Follows established procedures for performing configuration changes, updates and upgrades ;
- Provides technical support to meetings and workshop that involve technology (Zoom, projection screens, Video conferencing, …) ;
- Diagnoses and resolves client workstation and mobile device hardware and software issues ;
- Creates temporary solutions until permanent solutions can be implemented. Ensuring timely delivery of Preventive and Corrective Maintenance ;
- Provide technical support on Enterprise IT services and personal productivity tools (Finance, HRIS, O365 messaging & collaboration, zoom, OneDrive, etc).
Inventory management :
- Maintains IT inventory management for all IT equipment and/or software Manage the inventory of IT Asset equipment from acquisition to disposal to ensure movement, withdrawal are well managed and monitored ;
- Ensure reporting and reconciliation of the IT asset with Accounting Department records ;
- Ensure ICT equipment checking at store when arrived from Supplier and provides a report to ICT team ;
- Prepare, fulfill and sign the ICT equipment reception/discharge forms and ensure they are also signed by the staff receiving/returning the asset and approved by finance ;
- Ensure all assets are registered and reception/discharge notes are kept in a safe way Ensure up to date inventory at all times ;
- Track all assets movement with proper documentation.
Customer Experience Management :
- Tracks Customer Experience metrics (Net Promoter Score). Reviews tracking log to identify recurring problems, or problems affecting a large number of clients ;
- Participates in integration and user acceptance testing. Manage the customer satisfaction surveys Support the process of closing the customer feedback loop for continuous Service improvement ;
- Analyze and report the recommended improvements resulting from the customer satisfaction survey ;
- Adheres to the integrity of controls, regulations and guidelines ;
- Reviews operation processes to ensure consistent approval and compliance ;
- Makes recommendations and changes as appropriate.
Client Solutions Support :
- Participate and support the deployment of partnership ministry IT solutions ;
- Participate in user acceptance testing for new and emerging field solutions ;
- Provide technical support on Ministry IT solutions and productivity tools (Horizon, Sponsorship operations, mobile data gathering tools etc).
Training, Learning & Development :
- Lead the process of conducting training needs assessment Provides documentation, training, and guidance for IT clients ;
- Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.
Vendor Management :
- Supervise on site preventative maintenance of infrastructure ;
- Ensure Support and maintenance Vendor’s contracts and SLAs are signed and adhered ;
- Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace ;
- Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support ;
- May resolve invoice discrepancies.
2. Core competencies for staff :
- Be Safe and Resilient : I take care of my personal well-being and support others to do the same ;
- Build Relationships : I treat others with empathy and respect so that trust grows, and we can speak the truth with love ;
- Learn and Develop : I create opportunities for myself and others to grow, strengthen competence and improve performance;
- Partner and Collaborate : I engage and influence networks of people beyond my role to make a bigger difference than we could alone ;
- Deliver Results : I focus on and help achieve the things that matter most, with clear evidence of my contribution ;
- Be Accountable : I exercise wise stewardship, showing sound judgment and integrity in the decisions and choices I make ;
- Improve and Innovate : I seek and discover new and better ways of doing things, solve problems and turn ideas into action ;
- Embrace Change : I approach change and the opportunities it offers with openness and courage, and I encourage others to do the same.
Qualifications : Knowledge, Skills and Experience :
- Bachelor’s Degree in Computer Science, Information Technology, Telecommunication ;
- Minimum 2 years’ experience in a similar role with advanced network, systems related ;
- N+, A+, Microsoft, ITIL Certification ;
- Extensive experience with Windows 10, MAC OSX desktop platforms and Android and IOS mobile platforms ;
- Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams ;
- Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform ;
- Proficient with Office 365 and Azure Administration Portals ;
- Working experience on cloud-based technologies for remote deployment & support (BigFix, TeamViewer) ;
- Exceptional analytic and troubleshooting skills for solving problems ;
- Technical certification in one or more IT disciplines or technology ;
Good customer service skills and experience ; - Ability to relate technical issue to a largely non-technical audience ;
- Effective in written and verbal communication in English and French ;
- Strong ability to work as part of a team and coordinate with all staff ;
- Good problem solving and analytical skills ;
- Able to work under tight deadline and cope with pressure ;
- Fast thinker and able to make rational decisions even under pressure ;
- Fast learner and always a step ahead in terms of IT security ;
- Team Player ;
- Able to communicate effectively ;
- Must be a committed Christian, able to stand above denominational diversities ;
- Attend and participate/lead in daily devotions and weekly Chapel services;Demonstrate the ability to successfully interact with individuals of different cultural backgrounds ;
- Proficiency in french and English.
Working Environment / Conditions :
- Work environment : Office-based with frequent travel to the field ;
- Travel : 10% Domestic Field travel is required ;
- On call : 20%.
How to apply :
Should you wish to apply for this position, please go to https://worldvision.wd1.myworkdayjobs.com/WorldVisionInternational. If 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. All applicants must apply using our online application system, CVs received via email or standard post will NOT be considered. In case you face challenges applying through the online system, please call HR department for support. The closing date for submission of applications (Updated and signed CV and motivation letter) is June 15, 2022. No late applications will be accepted.
Important Note :
- World Vision Burundi does neither use employment agencies nor does it charge money for recruitment, interviews or medical checks ;
- As 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 ;
- Although all applications will be considered on their individual merit, suitably qualified women are especially encouraged to apply.
Applicant Types Accepted : Local Applicants Only.