Jobs at International Rescue Committee (IRC)

Job Overview/Summary:

• The Senior Service Desk Technician will provide support to our end-users globally, and handle escalations from tier 1 tear 2 support, with the location in Nairobi, Kenya. Daily tasks may include though are not limited to:
• Incident response, monitoring, investigation, project implementation, as well as basic operational support. 
• Provide resolution of potential and actual service problems.
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
• Mentor and oversee less experienced team members, and participate in performance reviews
• Assist in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned, and corrected
• Document Service Desk activities, identify problem areas, document resolutions, and devise and deliver solutions

Major Responsibilities: 

• Customer Service and Communication 
• Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion.
• Provide exemplary customer service across all levels of the organization
• Provides technical advice and guidance relative to problems involving technical user issues. 
• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. 

Technical Skills 

• End User Device administration/configuration/support/troubleshooting
• Use of tools and utilities: Responsible for the implementation, installation, maintenance, and support of End User Infrastructure 
• Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone. 
• Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
• Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary. 
• Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.  
• Conducts complete diagnostics of most business problems; anticipates implementation obstacles. 
• Assist in of new technologies and other related tasks as needed.
• Influence and propose new technologies to meet organizational needs.
• Administrative Tasks & Record Keeping 
• Create and validate knowledgebase articles and user documentation. 
• Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze common complaints and problems
• Log real time written journal entries documenting actions taken on all ticket requests. 
• Close tickets within established service levels. 
• Manage IT inventory, licenses, services, and support incidents. 
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager. 
• Investigates and coordinates the resolution of potential and actual service problems and ensures that incidents and requests are handled within SLA and in professional, efficient and knowledgeable manner within SLA. 
• Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.

Mentoring 

• Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
• Provide statistical and performance feedback and coaching on a regular basis to team members. 
• Participate in Performance Management Reviews and report any problematic issues.

Job Requirements 

• Education: College degree or equivalent certification

Work Experience:  

• 3-5 years of experience in help desk/desktop support position
• Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors. 
• Strong organizational skills, able to prioritize and multitask.
• Strong interpersonal skills and customer service skills.
• Ability to work collaboratively in a team environment.
• Must be dependable and have excellent written and verbal communication skills.
• Ability to interact with various levels of employees throughout the organization, VIP support included.
• Ability to relay technical information to non-technical business units.
• Strong documentation skills.
• Certificates or Licenses: A+ Certification, SCCM, ITIL

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Job Description

Under the direct supervision of the Senior Field Coordinator, and technical supervision of the MEAL Coordinator, the MEAL Manager shall be responsible for strengthening MEAL efforts, approaches and systems to foster learning and accountability to our clients; support IRC’s global and measurement ambitions of Strategy 100 and the Country Strategic Action Plan. They will oversee the MEAL functions of Health, Nutrition, WPE and Protection sectors and head the MEAL department in Kakuma Refugee Program. They will provide technical inputs in development and use of information management systems to ensure continuous learning and improvement of programs through generating data analysis and visuals for evidence-based decision making. They shall coordinate with program managers in sharing information and support in preparation and dissemination of program reports.

Responsibilities

Leadership and partnership

• Lead all technical aspects and actions of MEAL regarding the Health, Nutrition, Protection and WPE sectors; respond to program needs; foster high standards and practices for quality data, analysis, and reports. Enable accountability to clients, partners, and donors.
• Improve M&E systems and foster learning.
• Represent IRC at technical meetings, forums, and other events & build partnership within IRC and other areas of expertise.
• Champion design, access, use of data by leaders and partners for shared learning and evidence-based decision-making.
• Collaborate with MEAL teams within and outside IRC to support harmonization of MEAL systems and approaches, sharing capacity and experiences.

Technical Oversight

• Supervise the M&E/MEAL system and processes for the Kakuma program in harmony with the MEAL Coordinator in Country and Global Strategy throughout the project cycle which include:
• Use learning, evidence, and data from previous projects to advise project proposal design.
• Develop logical frameworks, MEAL plans, digital data collection tools, processes for online data management.
• Develop and lead information management systems for monitoring and evaluation and generate periodic reports to advise and guide programs.
• Oversee implementation of M&E systems (including HIMS, EMR and DHIS) through regular field supervising visits and tracking of Key Performance Indicators at the facility and camp level.
• Establish and ensure timely data flow, quality checks, and audits, and updating of data visualization.
• Supervise M&E/MEAL field activities.
• Undertake regular analysis of supervising data and work closely with program coordinators and managers to facilitate decision-making for real-time program adaptation.
• Produce quality reports and updating dashboards with key findings that foster learning and decision-making and share in project cycle management meetings and team meetings.
• Identify, detail, and share lessons learned to improve services and results for our clients.
• Participate actively in the application of Quality Assurance (QA), Quality Control (QC) and Quality Improvement (QI) measures for all field program interventions
• Engage in the design, method, and conduct of surveys such as baseline and end line, and the commission of evaluations in coordination with colleagues and partners.
• Advocate for and support the expansion of standard mobile data technology and online dashboard to enhance timeliness and quality of data collection, analysis and visualization.
• Ensure a high level of communication and close working relationships with the project team, project implementers, and other key partners.
• Join and contribute to IRC’s effort in meeting its internal and external accountability commitments through the implementation of sound accountability, client feedback, and response mechanisms.

Human Resources

• Coordinate, guide, mentor and support a dynamic small to medium team of M&E/MEAL staff; foster timely and high-quality achievement, and an inclusive and respectful team climate.
• Promote the growth and development of others in IRC teams and partners in M&E/MEAL: Lead and craft high-quality technical training and learning materials for partners, colleagues, and junior staff.
• Participate in the recruitment and onboarding of country MEAL officers, assistants, and (if relevant) external consultants.

Qualifications

• University degree in Health Informatics, Computer Science, statistics or Public Health or related field.
• A Minimum 3 years of working experience in Monitoring, Evaluation, Accountability and Learning-related functions.
• Technical skills in setting up quality M&E/MEAL processes and creating logical frameworks and data analysis that leads to learning and action.
• Proficiency and experience with mobile data collection such as Kobo, CommCare, ODK Collect is important as well as proficiency with Microsoft Excel, SPSS, STATA, Epi Info or similar software. Knowledge of Tableau, PowerBi, or GIS software tools are additional assets.

Required Experience & Competencies:

• Good knowledge of M&E technologies, techniques, approaches and methodologies in programs.
• Experience and understanding of health information systems design, development, roll-out, and/or use (e.g. HMIS, DHIS, EMR)
• Shown analytical, systematic-thinking, and problem-solving skills.
• Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods together with presentation and reporting skills are a strong asset.
• Experience with mobile data collection tools such as Kobo, CommCare, ODK Collect are needed as well as proficiency with Microsoft Excel; SPSS, SATA or other similar software.
• Knowledge of Power-Bi is an additional asset.
• Confirmed ability to lead, mentor and empower a professional team.
• Self-motivated with good organization, planning skills, including prioritizing work and delegation.
• Ability to meet deadlines with quality products. Strong communication skills; oral, written and presentation skills.
• Strong leadership skills (Managing, motivating and developing staff)
• Ready to work in difficult environmental conditions.
• Must be flexible and culturally sensitive.