Knowledge and Quality Analyst
Nairobi | Kenya
- Organization: IRC - International Rescue Committee
- Location: Nairobi | Kenya
- Grade: Junior level - Junior
-
Occupational Groups:
- Information Technology and Computer Science
- Closing Date: Closed
Requisition ID: req2768
Job Title: Knowledge and Quality Analyst
Sector: Information Technology
Employment Category: Regular
Employment Type: Full-Time
Location: Kenya-Nairobi
Job Description
Background/IRC Summary: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 22 US cities. The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations. Job Overview/Summary: Knowledge & Quality Analyst is responsible for regular quality checks of the Helpdesk incident/request resolutions as well as overall content management of the Helpdesk internal Knowledge Base in ServiceNow. The Knowledge & Quality Analyst will need to build relationships across the Helpdesk team and across IT to ensure technicians have the resources and information they need to respond to customer requests consistently and quickly. This role is also responsible for auditing closed assistance requests to ensure all issues were properly categorized, documented and handled in accordance with the policies and procedures and Knowledge established for the IRC Global Helpdesk. The Knowledge & Quality Analyst will also serve as L1/L2 IT support. Major Responsibilities: oQA of Incident Handling for all Level 1, Level 2 Technicians oQuality Checks on all helpdesk internal processes oConducts weekly Helpdesk Technician quality assessments and reports findings to GSDM oReceive and respond to incoming calls, pages, and/or e-mails regarding desktop problems. oPerform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. oInstall, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Key Working Relationships: Position Reports to:Director, Network operations Indirect Reporting: Internal: Global Service Desk Manager, Service Desk team, IT technical and project team problems External: IRC staff experiencing IT issues Job Requirements: Working Environment:
Position directly supervises:
Other Internal and/or external contacts:
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