Analyst-IT Operations Service Desk at Bioversity International

The Analyst, reporting to the Regional IT Operations and Service Desk Coordinator, will provide support to IT operations and maintenance of the local regional office as well as other offices of the Alliance. 

Key duties & responsibilities

• Clone/Install/Configure/Maintain/Troubleshoot client hardware/software and follow procedures to maintain best performance on the workstations and laptops.
• Support redaction/review of documentation for clients as well as for internal procedure.
• Perform basic printer maintenance/troubleshooting duties. 
• Perform basic equipment maintenance/troubleshooting duties (Desktop and Laptop). 
• Maintain accurate log of all Service Desk calls using tracking software.
• Be the first point of contact for hardware and software problems affecting computers. 
• Provide support to regional offices staff with remote assistance tools where applicable. 
• Use of standard IT Operations and Service Desk operating procedures.
• Provide IT support to guests, to meetings and conferences, with an outlook for improvement based on new technologies, modalities, and requirements. 
• Promote the full range of IT Services to newly hired staff through the induction process. 
• Provide necessary end-user training in software and systems, to ensure an effective work environment.  Informs the ITOSD regional coordinator and/or the ITOSD Manager of issues affecting delivery of service  
• Assist in maintaining the Organization’s worldwide hardware/software inventory. 
• Liaise with external technical support where applicable, Available to travel on mission to different countries. 

Requirements

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
• Minimum of 2 years’ experience in IT support, help desk, or a similar role.
• Strong knowledge of information systems, including operating systems (e.g., Windows, macOS, Linux), hardware, and software applications.
• Familiarity with remote support tools and troubleshooting techniques.
• Experience with hardware/software inventory management systems.
• Proficiency in stakeholder engagement, with a focus on providing excellent customer service.
• Effective communication skills, both verbal and written, for technical and non-technical audiences.
• Ability to work collaboratively in a team environment.
• Commitment to continuous learning and staying updated on new IT trends and technologies.
• Knowledge of network configurations, basic printer troubleshooting, and equipment maintenance.
• Availability to travel internationally to provide on-site support as needed.