Main duties & responsibilities:

• Exploit specialist knowledge to influence solution construction providing guidance to increase efficiency.
• Support application delivery, review deployment options and selects appropriate methodology considering business requirements.
• Collect requirements for additions/changes to current processes and applications.
• Acts creatively to develop applications and ensure solution is in line with business requirements.
• Exploits specialist knowledge of incident and problem management process to prevent failures and resolve issues with minimum business impact

Requirements

• Bachelor’s degree in Information Technology or related field.
• Minimum of three years of relevant experience
• Excellent command of English language both written and spoken.
• Experience managing ERP software.
• Ability to sustain pace in the work environment daily
• Ability to effectively design and execute an appropriate action plan within order to reach an objective.
• IT service management and/or project management certification
• Knowledge and experience with Unit 4 ERP
• Ability to work under small amounts of supervision.
• Proactive.
• Goal oriented.
• Effective and empathic communication

Job Description

• 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.
• 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 requirement.
• Assist in maintaining the Organization’s worldwide hardware/software inventory.
• Liaise with external technical support where applicable
• Promotes the full range of IT Services to newly hired staff through the induction process
• Provides necessary end-user training in software and systems, to ensure an effective work environment.
• Informs the ITOSD local coordinator and/or the ITOSD Team Leader of issues affecting delivery of service
• Inventory information and asset operativity are maintained up to standards
• Meetings and conferences are provided accordingly to requirement and as scheduled
• Tickets are accurately logged in providing valuable internal information for overall service delivery analysis and reporting
• Customer service, interaction and satisfaction is maintained up to the standards fixed by the Technology Integration Dept. and in accordance with the TI Service Level Agreement

Requirements

• Technical diploma or equivalent in the field of information technology
• At least 2 years’ experience in relevant position, preferably in International Organization
• Relevant technical certifications
• Sound knowledge of computer information systems including operating systems, hardware, applications software packages and other office technology equipment.
• Customer service orientation
• Excellent command of English language both written and spoken

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

Key Responsibilities

• Responsible for the administration of C&B actions using the official policies and procedures
• Performs Data actions and other associated transactions such as job description, promotions, re-classifications, job offers, positions costing etc., as required
• Coordinate closely with HR Analysts, Program Management Officers (PMO’s) and Budget Managers to ensure employees’ data impacting Compensations is efficiently and accurately captured, maintained, and implemented
• Ensures that the transactions, exemptions, and other supporting documentation comply with internal procedures and policies regarding the master data updates to the system before processing
• Performs data quality checks regularly to maintain data quality and integrity in the Total Rewards database
• Identifies sensitive queries, emergencies or potential risk cases and addresses as at the appropriate level
• Coordinates internally per defined procedures and uses C&B knowledge to respond with resolutions, quickly and accurately
• Ensures the employee is informed of the progress of the query until issue is resolved
• Participates in the design and implementation of the solutions related to customer satisfaction and to meet the set targets
• Identifies and participates in continuous improvement initiatives which include potential automation projects
• Ensures compliance with the Data Privacy & Protection Guidelines and relevant legislation
• Ensures that all activities are performed in strict compliance with Alliance procedures, employment rules, manuals, policies, and legal compliance

Requirements

• Degree in human resources, Compensation & Benefits, administration, or a related area
• Demonstrated experience in HR Operations in multicultural organizations
• Must be a registered and active member of IHRM.
• Proven experience in delivering highly responsive services in complex workplaces with high quality levels
• Proven analytical and detail orientated skills
• A self-starter, able to work remotely and who can deal with ambiguity
• Excellent interpersonal and relationship-building skills and ability to work collaboratively with people at all levels in a respectful, multi-cultural, multi-disciplinary organization
• Demonstrated ability to be responsive and problem-solve to deliver excellent service
• Fluency in English (oral and written)