IRC Knowledge and Quality Analyst Jobs in Nairobi

IRC Knowledge and Quality Analyst Jobs in Nairobi

Job Description

Background/IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 22 US cities.

The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.

Job Overview/Summary:

Knowledge & Quality Analyst is responsible for regular quality checks of the Helpdesk incident/request resolutions as well as overall content management of the Helpdesk internal Knowledge Base in ServiceNow.

The Knowledge & Quality Analyst will need to build relationships across the Helpdesk team and across IT to ensure technicians have the resources and information they need to respond to customer requests consistently and quickly.

This role is also responsible for auditing closed assistance requests to ensure all issues were properly categorized, documented and handled in accordance with the policies and procedures and Knowledge established for the IRC Global Helpdesk. The Knowledge & Quality Analyst will also serve as L1/L2 IT support.

Major Responsibilities:

  • Understanding of knowledge management principles, procedures and processes
  • Has full technical knowledge and responsibility in ServiceNow for all phases of IT Helpdesk knowledge management applications and analyses.
  • Able to identify repetitive and unique incidents/problems that require KB article as well as significant knowledge to organizational memory
  • Knowledge capture and creation of KB articles produced by incident/problems as well as project activities by collaborating closely with Subject Matter Experts
  • Assists in defining knowledge content, organization, and key words for ServiceDesk team
  • Encourage IT staff to share knowledge effectively and efficiently
  • Champion usage of KB articles on ServiceNow as learning hub.
  • Monitor and report on analytics of ServiceNow KB article usage to Global Service Desk Manager
  • QA of Incident Handling for all Level 1, Level 2 Technicians
  • Quality Checks on all helpdesk internal processes
  • Conducts weekly Helpdesk Technician quality assessments and reports findings to GSDM
  • Provides training to Helpdesk team members on generated knowledge
  • Work with the Service Delivery Manager to monitor level of SLA compliance across the IT Helpdesk team
    Provides Level 1 and Level 2 ServiceDesk support
  • Receive and respond to incoming
    calls, pages, and/or e-mails regarding desktop problems.
  • Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

    Key Working Relationships:

    Position Reports to:

  • Director, Network operations

    Position directly supervises:

    Indirect Reporting:

  • Other Internal and/or external contacts:


  • Global Service Desk Manager, Service Desk team, IT technical and project team problems


  • IRC staff experiencing IT issues

    Job Requirements:

  • A minimum of 4 years IT support experience in a service industry
  • Enthusiastic and ambitious attitude
  • Ability to set priorities
  • Strong sense of responsibility
  • Good working knowledge and experience of Windows XP, Windows 7, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory
  • ood working knowledge and experience of maintaining current IT hardware, desktops, laptops and associated peripherals
  • Basic understanding of ITIL Foundation
    Flexible approach to work and problem solving
  • Excellent communication and customer service skills
  • Ability to explain complex technical issues to non-technical staff
  • Ability to work proactively with little direct supervision
  • Willing to travel to carry out on-site work at any IRC location
  • Able to work flexible hours on request or as part of a shift system
  • Be committed to continual professional development Team player
  • Interest in the nonprofit sector
  • Make sound, strategic decisions to advance organizational goals

    Working Environment:

  • Position will work in the Nairobi iHUB office and is expected to be on site
  • On-call availability
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

    How to apply

  • Interested candidates should apply online by 22nd October, 2018

  • For more information and job application details, see; IRC Knowledge and Quality Analyst Jobs in Nairobi

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