World Vision International
JOB OPPORTUNITY
IT Officer
Locations: Hasanpur, Dhangadhi,Nepal
With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
The IT Officer has the overall responsibility to act as a first line of IT support and provide assistance to WVI Nepal partnership to keep IT equipment’s running smoothly and ensure users get the maximum benefit from them.
MAJOR RESPONSIBILITIES
Service Desk, Service Level Management and Service Improvement
- First point of contact and day-to-day technical support to end users.
- Keep all IT equipment’s in working condition and install / configure them for customer use.
- Responds to Level 1 and Level 2 support and works with vendors on Level 3 support.
- Researches trouble issues which affect multiple clients.
- Works with vendor technical support personnel on solutions for clients.
- Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
- Monitors service-level objectives to ensure that requirements are met or exceeded.
- Follows up in a timely manner to ensure customer satisfaction.
- Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
- Recommends solutions to common problems and updates frequently asked questions documentation.
- Identifies customer training needs based on common problems.
Technical Support
- Keep all technical resources are available for meetings that include video conferencing and provide support whenever required.
- Engages the hardware vendors on issues to remedy issues or escalates for support.
- Diagnoses and resolves IT equipment’s and mobile devices hardware and software issues.
- Replace spare parts to make it workable by coordinating with supply chain department.
- Creates temporary solutions until permanent solutions can be implemented.
- Coordinates the resolution of escalated application, hardware and software problems.
- Maintain and support electrical and power backup.
Field Visit
- Frequently visit WVI Nepal Partner NGOs field offices for the purpose to fix technical issues.
- Perform yearly health checkup of IT equipment’s placed at WVI Nepal field offices and owned by WVI Nepal.
Inventory Management
- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
- Administrate end point and mobile device management portal and ensure it is up to date.
Maintain IT equipment’s in stock
- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
- Administrate end point and mobile device management portal and ensure it is up to date.
Documentation
- Creates, modifies and reviews documentation of issues resolutions.
- Develops and delivers documentation to ensure appropriate end-user support.
- Creates and submits documented resolution to Knowledge Base.
- Updates manuals/guides to incorporate new recommended products.
- Prepare report after IT equipment’s health checkup.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE
Required Professional Experience
- At least 3 years working experience in technology field in terms of providing customer support.
- Experience on help desk system.
- Experience on end point management platform including mobile device management platform.
- Able to change spare parts of IT equipment’s.
- Excellent communication skill.
- Good team player.
- Ability to work independently and under pressure.
Required Education, training, license, registration and certification
- At least bachelor degree in information technology, computer engineering or relevant technology field.
Preferred Knowledge and Qualifications
- Knowledge and good understanding on network and system infrastructure.
- Able to explorer and research problem and have problem solving nature.
Applicant Types Accepted:
Local Applicants Only
To apply for this job please visit worldvision.wd1.myworkdayjobs.com.