PWC Global Grant Community Help Desk Consultant - Jobs in Kenya

PWC Global Grant Community Help Desk Consultant - Jobs in Kenya


The 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 Reporting

  • Report 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 Development

  • Perform 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

    Minimum qualifications

    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
    Person specification

    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.

    Application Instructions
  • 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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