IRC Knowledge and Quality Analyst Jobs in Nairobi
IRC Knowledge and Quality Analyst Jobs in NairobiJob DescriptionBackground/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.
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.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:
Other Internal and/or external contacts:
Global Service Desk Manager, Service Desk team, IT technical and project team problems
IRC staff experiencing IT issues
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
Good 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
Position will work in the Nairobi iHUB office and is expected to be on site
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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