PWC Global Grant Community Help Desk Consultant - Jobs in Kenya
PWC Global Grant Community Help Desk Consultant - Jobs in KenyaThe Company
PricewaterhouseCoopers (PwC) has been contracted by the African Academy of Sciences to provide back office and help desk support to The Global Grant Community (GGC).
PwC refers to the network of member firms of PricewaterhouseCoopers International Limited.
We are the largest provider of professional services in Africa with offices in 31 countries and over 9,000 people.
One of our service offerings encompasses the provision of project management support to our clients in the international development sector.
Roles & Responsibilities
Customer Support Prioritize, administer and provide help desk support to GGC clients in a timely manner
Develop and maintain technical documentation for troubleshooting and resolving problems
Support the onboarding process of new registrations
Develop and maintain effective working relationships with the AAS, users of the portal and technical suppliers.
Information Security Ensure security for users accounts and information
Ensure compliance with GDPR and other information related regulations
Carry out backup routines required for data protection
Continuous Improvement and ReportingReport system failures to system suppliers in a timely manner in order to restore functionality
Monitor capacity and performance of the help desk system, and develop disaster recovery procedures
Monitor capacity and performance of the GGC portal to ensure availability
Submit weekly help desk reports addressing risks, queries, issue resolution statistics and customer satisfaction
Liaise with finance and system service providers on improvements
Maintain and enforce policies, processes and procedures
Capacity DevelopmentPerform training needs assessments in line with GGC expansion plans
Train and enhance the skills of the GGC secretariat
Monitor and recommend capacity development requirements for the GGC secretariat
The successful candidate will have the following qualifications:Demonstrated knowledge of ITIL practices (Incident Management, Problem Management and Change Management)
Bachelor’s degree in computer science, information systems, or management information systems or the equivalent from a reputable university
Minimum 5 years of experience in customer service administration through an online helpdesk
Demonstrated experience in supporting web based systems is an added advantage
It is desirable for the candidate to demonstrate the following attributes:
Ability to provide a highly service-oriented approach for both internal and external stakeholders
Ability to work with minimal supervision
Demonstrable skills in data analysis and visualizations
Fluency in the French language will be an added advantage.
Interested candidates are requested to apply online on the PwC Career Portal online by 5th June 2019
Kindly scroll down and click on the apply online tab and not the submit a proposal tab. Create an online profile and apply.
Please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role.
Include your day and evening telephone numbers and email addresses, and the names and addresses of three professional referees.
Candidates are also required to answer the questionnaire
Canvassing in any form is not allowed.
For more information and job application details, see; PWC Global Grant Community Help Desk Consultant - Jobs in Kenya
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