Senior Coordinator - IT Operations Service Desk at Bioversity International

Job Description

The Senior Coordinator – IT Operations and Service Desk (ITOSD), reporting to the Global ITOSD Team Leader, coordinates Africa HUB IT related operations to support and maintain the local regional offices as well as supporting the ITOSD services global alignment.

• Supervise local and remote poll of ITOSD technicians in the Africa HUB
• Use of standard IT Operations and Service Desk operating procedures.
• Support redaction/review of documentation for clients as well as for internal procedure.
• Ensure local resolution of requests for support by prioritizing and assigning call to local ITOSD staff (SLAA)
• Provide support to regional offices staff with remote assistance tools where applicable.
• Ensure consistency and accuracy of the user object in the Active Directory and Exchange services including creating and maintaining user accounts, e-mail, local distribution lists, and security for local and regionally based users.
• Provide and coordinate IT support to guests, to meetings and conferences, with an outlook for improvement based on new technologies, modalities, and requirement.
• Clone/Install/Configure/Maintain/Troubleshoot client hardware/software and follow procedures to maintain end-point best performances.
• Coordinate the Organization’s Africa HUB hardware/software lifecycle, from inventory review to replacement execution and forecast.
• Liaise with external technical

Requirements

• Bachelor’s degree or equivalent
• Excellent command of English language both written and spoken
• At least 3 years’ experience in relevant position, preferably in International Organization
• ITIL certification
• Relevant technical certifications
• Sound knowledge of computer information systems including operating systems, hardware, applications software packages and other office technology equipment.
• Strong client orientation and service approach
• Well-developed skills in personal organization, priority setting and problem solving
• Strong communication and interpersonal skills, including the ability to work effectively with other national and