Vacancies at Medecins Sans Frontieres (MSF)

Rationale/Objective for Position

This position will be hierarchically and functionally accountable to IT Officer.
The Service Desk Officer is responsible for providing efficient and effective technical support to end users within the organization.

Tasks & Responsibilities

Technical and Operational Responsibilities

• Provide prompt and courteous technical assistance to end users for hardware and software issues.
• Diagnose and resolve problems related to technologies used in the office: Office 365 services, Windows 11, ERP, etc.
• Address and resolve issues with SIM card activation, connectivity, and functionality.
• Troubleshoot and address internet connectivity issues to ensure uninterrupted access.
• Assist in setting up and managing user accounts, subscriptions, and access to SIM card services.
• Configure permissions, access controls, and document libraries in SharePoint to support SIM card management.
• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other IT equipment.
• Ensure proper functionality of conference room equipment, printers, Wi-Fi access points, and SIM card-related tools.
• Communicate effectively with users, different departments, and stakeholders to understand and address IT needs.
• Collaborate with the IT team to identify and resolve IT infrastructure-related challenges.
• Adhere to and enforce IT security policies and procedures.
• Support data backup, restore, and recovery processes to ensure data protection.
• Provide regular updates and reports on IT support activities, user issues, and SIM card-related solutions.
• Maintain accurate documentation of SIM card troubleshooting procedures, resolutions, and improvements.
• Support onboarding and deboarding of staff.

Other Responsibilities

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.
• Recognize, respond, and document any form of abuse or inappropriate behavior and alert the safeguarding unit of any suspected potential abuse.
• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.

Qualifications

Education:

• A Bachelor’s degree/Diploma in Computer Science, Information Technology or an equivalent qualification from a recognized institution.

Experience:

• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context.
• Field experience with MSF or other humanitarian NGOs is an added advantage.
• Hands-on experience with Microsoft 365, Windows 10/11, Teams, Intune, and Active Directory/Entra ID.
• Proficiency in diagnosing and resolving hardware and software problems for end users.
• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft certifications can be beneficial.
• Experience using ITSM tools in handling IT support.
• Fluency in English is required, and knowledge of French and a third language is an added advantage.

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Rationale/Objective for Position

This position will be hierarchically and functionally accountable to Head of HR and Administration.

The Career Management Team Lead is responsible for leading the Field HR career management team of MSF EA by supporting the global needs of MSF Operations and coordinating the career management MSF EA IMS pool.

Tasks & Responsibilities
Strategic Responsibilities

• Actively participate in the development, implementation, and execution of MSF EA’s Field HR strategy.
• Lead the development and implementation of the Career Management strategy with guidance of the Head of HR and Admin, ensuring that the CM strategy is well aligned to the vision of HR for MSF EA.
• Lead the development and implementation of annual and mid-year plans for the unit and proactively engage with all stakeholders in institutional reporting activities.

Technical and Operational Responsibilities

Leadership:

• Develop and implement MSF EA´s career management policy, procedures, framework, and tools.
• Develop and coordinate regional IMS & Global Talent pool for Eastern Africa Section operations and other OCs for Global deployment.
• Reporting and administration:
• Ensure automation of IMS information management system to manage and support the staff in the EA pool effectively and efficiently.
• Provide required Field HR reports.

Networking and Engagement:

• Collaborate with other units in MSF EA including other HR units like recruitment, office HR, learning and development, staff health; and EDI and Safeguarding to ensure IMS are supported with the different unit initiatives.
• Engage with the broader MSF HR network to capture new needs that can be supported from Nairobi and learn from similar activities/initiatives.
• Represent the CM team on various (international) platforms and working groups.
• Carry out annual IMS satisfaction/feedback surveys; and develop and implement an action plan based on the outcomes.
• Organize and lead face to face and online career management meetings with IMS.

Career Management:

• Oversee the Pool of IMS coordinators and senior leadership positions and ensure they are matched the IMS to the right assignments.
• Support and advise IMS on their future growth and development.
• Actively engage with all IMS and ensure their needs, wishes and ambitions are known and looked after.

Other Responsibilities

• Plan, direct, supervise, and coordinate work activities of the career management team.
• Mentor and coach staff in the career management team.
• As a member of the MSF EA GDPR working group, ensure GDPR principles are followed.

Qualifications

Education

• A Bachelor’s degree in Economics, Business Studies, Humanities, HR, or an equivalent qualification from a recognized institution.
• A Master’s degree is desirable.
• Knowledge of ERP is an asset.
• Knowledge of MS Office Tools (PPT, Excel).
• Fluency in English is required, and knowledge of French and a third language is an added advantage.

Experience

• At least five (5) years of experience in HR management in the non-profit making sector, international organization.
• At least two (2) to three (3) years of experience in Career management areas or Pool management areas in international context.
• At least one (1) year of experience in managing or leading HR teams in career or pool management areas.
• Field experience with MSF or other humanitarian NGOs, especially in career management or pool management is an added advantage.