ILRI ICT Officer I - Customer Services Jobs in Ethiopia

ILRI ICT Officer I - Customer Services Jobs in Ethiopia

The International Livestock Research Institute (ILRI) works to improve food and nutritional security and reduce poverty in developing countries through research for efficient, safe and sustainable use of livestock. It is the only one of 15 CGIAR research centers dedicated entirely to animal agriculture research for the developing world.


Service desk:

  • Serves as a first point of contact and day-to-day technical support to end users.
  • Responds to Level 2 support and works with vendors on Level 3 support.
  • Generates activity and status reports.
  • Provides the user access service.
  • Researches trouble issues which affect multiple clients.
  • Reviews checklists and scripts.
  • Works with vendor technical support personnel on solutions for clients.

    Client technology support:

  • Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
  • Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Updates configuration management tools.
  • Develops and documents procedures for performing configuration changes, updates and upgrades.
  • Provides on-going support of client technology.

    Technical support:

  • Ensures that all technical resources are available for meetings that include video conferencing.
  • Engages the hardware vendors on issues to remedy issues or escalates for support.
  • Monitors and communicates system status.
  • Diagnoses and resolves client workstation and mobile device hardware and software issues.
  • Creates temporary solutions until permanent solutions can be implemented.
  • Assists systems, programming and vendor professionals as needed to resolve problems.
  • Coordinates the resolution of escalated application, hardware and software problems

    Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
    Monitors service-level objectives to ensure that requirements are met or exceeded.
    Makes recommendations to approve performance and client satisfaction metrics.
    Follows up in a timely manner to ensure customer satisfaction.

    Service level management:

  • Tracks performance metrics.
  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
  • Develops procedures and controls for service improvements.
  • Recommends solutions to common problems and updates frequently asked questions documentation.


  • Adheres to the integrity of controls, regulations and guidelines.
  • Reviews operation processes to ensure consistent approval and compliance.
  • Makes recommendations and changes as appropriate


  • Creates, modifies and reviews documentation of issues resolutions.
  • Develops and delivers documentation to ensure appropriate end-user support.
  • Creates and submits documented

    Inventory management:

  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy
    and procedures.


  • Alerts team members about recurring problems.
  • Communicates technical information to both technical and non-technical personnel.

    Business continuity:

  • May provide input to the design of backup and recovery procedures.


  • Designs standard image and designs alternate images, as needed.
  • Evaluates and recommends new standard products for corporate standards list.
  • Participates in working groups related to standards.


  • Participates in integration and user acceptance testing.

    Project Planning:

  • Provides input during project planning and requirements phase.


  • Mentors less experienced staff in multiple areas of expertise.


  • A minimum of Bachelor’s degree in Computer Science, Information Systems, or other related fields.
  • Team player, self-motivated, ability to work with minimum supervision
  • Ability to prioritize, problem-solve and meet agreed deadlines
  • Ability to multitask under tight deadlines
  • Ability to think quickly and improvise when necessary
  • Creative self-starter with an ability to work independently and as an integral part of a team to deliver results
  • Focuses on results for the client and responds positively to feedback
  • Excellent communication skills in English, including the ability to prepare high quality written outputs.
  • Willingness and ability to travel domestically and internationally, as necessary.
  • At least 5 years of IT work experience.
  • Demonstrated hands-on experience in basic to moderately complex hardware and software products and problem solving / diagnostic skills
  • Relevant professional certification
    Broad / specialized knowledge of methods, techniques and processes

    How to Apply

    Interested and qualified candidates should apply online by 3rd July, 2019

    For more information and job application details, see; ILRI ICT Officer I - Customer Services Jobs in Ethiopia

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