Information Communication & Technology Officer (Re-advertised)

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.

Key Responsibilities

MAJOR RESPONSIBILITIES

Activity 30%
First point of contact and day-to-day technical support to end users. Regular travel to the field offices to offer ICT support. Responds to Level 1 and 2 support requests via multiple sources such as phone, e-mail and remote tools. Logs call data into the service now system. Interacts with clients in a courteous and professional manner. Provides user access service to business applications Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. Explains service procedures to clients. Follows up in a timely manner to ensure customer satisfaction Play a central role in organizing and executing scheduled ICT clinics and knowledge transfer sessions both at the head office and field offices Ensure computer is set up prior to new hire start date and any related moves. Handle the relocation of computer equipment as a result of office or personnel changes.
Request and setup new user accounts and email accounts (in collaboration with Systems Administrator).
End Results

• WV IT infrastructures and applications are operational and communication systems are up and running as per SLAs through mutual accountability which results in broader achievement.
• Customer trust on how to handle ICT Problems, creates a good organizational culture for our esteemed customers that leads to the good working environment.
• Common understanding of an Organization application.
• Timely service support will make Customers feel valued, listened and cared about their wants and feel comfortable using an organization’s applications.
• Security control to unauthorised user of WVT supplications, system and data and provide stewardship environment.

Activity 25%

Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners. Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Provides on-going support of client technology Coordinates the deployment of new or upgraded images, software and hardware for multiple clients. Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Provides technical support to meetings that include video conferencing. Diagnoses and resolves client workstation and mobile device hardware and software issues.

Creates temporary solutions until permanent solutions can be implemented.

End Results

• Reduced abrupt failure and standard operating devices. That is, electronic devices (laptop computers, desktop computers, Photocopiers, printers, scanners, routers, switches, horizon mobiles, and other smartphones, etc.) are repaired and maintained
• WV business applications are operational and accessible
• Information technology resources are protected.
• Staff get needed to support timely and systems are operational and accessible
• Good performance of sponsorship, programs, and finance
• Reliable supply of power to all offices

This will be achieved through unity and trust, wise stewardship, looking outwards and timely truth-telling with love.

• Provision of a fast and secure way to communicate among teams and offices.

Activity 5%

Adheres to the integrity of controls, regulations and guidelines. Ensure data protection and backup of user data with WVT’s data server. Reviews operation processes to ensure consistent approval and compliance. Makes recommendations and changes as appropriate. Inform and train users and management in how to adhere to ICT security policies. In case of virus infection clean out affected equipment.

Undertake regular data backups with related data logs sheets and installation of information software in line with WV policies and guidelines

End Results

• Assurance of confidentiality, integrity and availability of ICT systems.
• Reduced abrupt failure and standard operating devices. That is, electronic devices (laptop computers, desktop).
• Readily availability of high integrity data
• Availability of technical support in case of technological change.
• Availability of strong recovery system.

Activity 25%