Department: Information and Communication Technology (ICT) unit in Corporate Services Division
Location: Addis Ababa, Ethiopia
Duration: two years with the possibility of renewal
General: The International Livestock Research Institute (ILRI) works at the crossroads of livestock and poverty, bringing high-quality livestock science, communications and capacity building to bear on poverty reduction and sustainable development. ILRI has campuses in Kenya (headquarters) and Ethiopia, with other offices located in Africa (Botswana, Mozambique, Nigeria, Senegal, Uganda) as well as Asia (China, Laos, Thailand, Vietnam, India, Sri Lanka).
The position: ILRI is recruiting an ICT Customer Services Helpdesk Coordinator/Administrator position based in Addis Ababa, who will be a member of the Information and Communication Technology (ICT) unit in Corporate Services Division in ILRI.
Main Duties:
- Manages the helpdesk functions. Diagnose and resolve the simpler request over the phone, through remote connection or by providing information. Ensure that the helpdesk is manned all the time during working hours. Process and disseminate helpdesk reports and statistics.
- Monitors and following-up on the status and resolution of outstanding service requests.
- Carries out standard administrative duties for the ICT Unit in coordination with the administrator at the other Centre.
- Keeps contract and sign-off documents for contracted services and projects. Collate information required for contract review meetings. Serve as the first point of contact for service providers, suppliers and other partners and visitors and respond to their requests for information.
- Maintains the log of equipment, books and other resources loaned to Staff.
- Monitors the Unit’s budget and follows up to ensure that costs are charged to the correct Cost Centre in a timely manner. Process re-charges for services provided through the ICT Unit.
- Manages the corporate accounts for services obtained from telecommunication
- Processes the arrival of new staff and clearance of staff leaving the Centre
- Performs any other task as may be instructed by ICT Site Manager
- First Degree in Computer Science, Management and Information Systems or related fields
- A minimum of 3 years related experience
- Computer Applications and Customer Service training. Microsoft Office Specialist (MOS) will be an advantage
- Strong customer service orientation that establishes a good working relationship with customers, with the attitude of wanting to assist people and pass-on their knowledge and experience to others.
- Good communication and interpersonal skills.
Grade: 2B level 1.
Minimum Base Salary: Birr 7,200.00
Terms of appointment: This is Nationally Recruited Staff (NRS) position based at ILRI’s Addis Ababa campus. Initial appointment is fixed term for two years with the possibility of renewal, contingent upon individual performance and the availability of funding. The ILRI remuneration package for nationally recruited staff in Ethiopia includes very competitive salary and benefits such as life and medical insurance, offshore pension plan, etc.
Applicants should send a cover letter and CV (3 pages maximum) explaining their interest in the position, relevant documents and testimonials and the names and addresses (telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to the Human Resources Office, ILRI, P.O.Box 5689, Addis Ababa, Ethiopia; Telephone: (251-11)-617-20-00; Fax (251-11) 646 46-45 or 617 20-01 name and reference number of the position for which the application is made A/009/2013 should be clearly marked on the envelopes if mailed or fax applications. Only short-listed candidates will be contacted.
Closing date: March 1, 2013
To find out more about ILRI, visit our websites at http://www.ilri.org.
ILRI is an equal opportunity employer.
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