The International Institute of Tropical Agriculture (IITA) is one of the world's leading research partners in finding solutions for hunger, malnutrition, and poverty. Our award-winning research for development (R4D) addresses the development needs of tropical countries. We work with partners to enhance crop quality and productivity, reduce producer and consumer risks, and generate wealth from agriculture. We are a nonprofit organization founded in 1967, governed by a Board of Trustees, and supported by several countries. Our mission is to enhance food security and improve livelihoods in Africa through research for development (R4D). We use the R4D model in setting a research course that addresses major development problems in Africa rather than simply contributing to scientific knowledge. It has proven to be an effective mechanism for agricultural research development. We and our partners have delivered about 70% of the international research impact in sun-Saharan Africa in the last three decades.
DUTIES:
- Work along with other SPOC (Single Point of Contact) to receive and record all request/issues/complaints/incidents from end-user
- Assign tickets already logged via the Institutional helpdesk- FreshService to the available ServiceDesk Analyst.
- Log, receive and respond to incident/request/problem on FreshService
- Follow-up on all tickets assigned and from end-user to completion and resolutions
- Ensure that all requests and enquiries on IT matters and activities are promptly attended to and closed correctly with the appropriate response to the satisfaction of the customer
- Work with end-users to identify and deliver required PC service levels
- Assess malfunctions of computer hardware of software applications to determine appropriate actions to maintain computer and network operations
- Perform any other duty as may be assigned by the Supervisor.
Requirements
QUALIFICATION:
- National Diploma in Computer Science, Engineering, Electrical/Mechanical Engineering, Information Technology or related field with a minimum of six (6) years' experience performing similar role in a well-structured environment.
COMPETENCIES:
The ideal candidate must:
- Have good client relation and management, Customer Services Relation, Microsoft Client technologies management (Wins 7, 8, 10, 11).
- Be able to work both during working hours and required to be available when work demands during non-working hours
Method of Application
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