Responsibilities

IT Service Management (45%)

• Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
• Perform remote troubleshooting through diagnostic techniques and appropriate questions.
• Direct and escalate unresolved issues to the next level of support personnel.
• Record events, problems, and resolution in the service desk system while providing updates to the clients.
• Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
• Prepare and set up IT equipment required by teams working in the field.
• Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
• The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency.

Compliance (20%)

• Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding the CWS Africa programs management.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.

Collaboration /Engagement (30%)

• Collaborates with and supports the sub office IT staff with their tasks and various projects.
• Working with other IT sub-units’ staff on various projects.
• Works with the IT Technical Supervisor analyzing service desk data to make inferences on training and technological needs.
• Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
• Plans for and delivers IT training to RSC staff in collaboration with the training unit.
• Work closely with IT staff from Partner organizations for remote field IT support.
• Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
• Pass on any feedback or suggestions by customers to the internal escalation team.

Additional Responsibilities (5%)

• Performs any other duties as assigned to improve the operations of CWS Africa.
• When needed, covers the responsibilities of the other IT Specialists.

Qualifications

Experience:

• A minimum of 5 years of experience in IT.
• A minimum of 1 to 2 years’ experience in managing and maintaining computer networks, preferably in a Windows-based environment required.