Job Description:
Trigyn has a contractual opportunity for an ICT Officer (Client Service and Support). This position is Remote.
Responsibilities and Accountabilities
1. Using the core competencies, technical work requirements, and donor requirements as a guide, support the training manager in identifying training priorities, focusing on training that will improve staff capabilities, skills, and technical knowledge.
2. Participate in designing training content, videos, workshops, manuals, checklists, glossary, work instructions, and deliver user training for the Operations and Mission Engagement Solutions portfolio.
3. Collect evaluations of training sessions to produce demonstrable outcomes and ensure continual improvements are made. Regularly follow up with staff who have taken training to measure how the knowledge gained is being applied to their work.
4. Participate in both as a technical support person in general and as a trainer for in-house developed applications.
5. Provide technical support by answering support queries while maintaining a high degree of customer service for all support queries and adhere to all service management principles.
6. Support the business users and respond to their queries and issues related with the Operations and Mission Engagement Solutions portfolio; track tickets and coordinate with Tier 3 level support, subject matter experts (SMEs), and Business Process Owners (BPO) as necessary to fulfil user requests within existing Global User Support standards and procedures effectively.
7. Create and maintain documentation of incidents, processes, procedures, and troubleshooting.
8. Retain incident ticket ownership; open, update, monitor, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
9. Participate in the analysis and diagnose issues, identify the root cause of the problems and propose a solution.
10. Assist the Business Analysts in analysing performance problems and recommend solutions to enhance functionality, reliability, and/or usability of applications.
11. Participate in testing activities, such as but not limited to User Acceptance Testing, Sanity Testing, and Regression Testing, for production releases.
12. Maintain and regularly update the documentation of Standard Operating Procedures (SOPs), work instructions, solutions, and Knowledge Base related to application support, and contribute to the effectiveness of the support service.
13. Perform such other duties as may be assigned.
EDUCATION
• Master’s degree in Computer Science, Information Technology, or a related field from an accredited academic institution with two years of relevant professional experience; or
• University degree in the above fields with four years of relevant professional experience.
• Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, and Mobile applications, as applicable for the position.
• Valid Microsoft MSCE, ITIL training and certifications are an advantage.
• Relevant Learning and Development qualification or experience in a similar role.
EXPERIENCE
• Demonstrated experience providing comprehensive training on complex topics to a wide range of cross-cultural audiences, and developing tailored learning materials, including presentations, workbooks, and other learning tools, is required.
• Experience facilitating training in a wide range of training contexts, including in-person, virtual, e-learning and other environments.
• Experience developing training materials utilizing a variety of adult learning methodologies and materials is an advantage.
• Experience with international humanitarian organizations, non-government, or government institutions/organization in a multi-cultural setting, is desired.
• Experience in Helpdesk/ Service Desk or Application Support roles.
SKILLS
• In-depth knowledge of MiMOSA or internally used applications is required.
• Ability to present ideas in a user-friendly language to non-technical staff and end-users, knowledge of a ticket-tracking system is an advantage.
• Strong customer service orientation: focused on result for the client and responds positively to feedback.
• Good administrative and time-management skills.
• Excellent problem-solving skills; ability to manage complexities.
• Excellent public speaking, facilitation, and teaching skills.
• Comprehensive understanding of adult learning methodologies and a variety of approaches to training development and delivery.
• Strong communicator with ability to engage with all levels across the business.
• Comfortable with presenting and training small teams or 1-2-1.
• Understanding learning and development strategies.
• Attention to detail, ability to organize paperwork methodically.
• Discreet, detail-oriented, and client-oriented, patient and willing to learn new things.
• The ability to work independently, solicit and receive feedback, and manage training activities.
• The ability to coordinate regionally and globally with general and professional staff.
• Proficient in Microsoft Office applications, e.g., Word, Excel, PowerPoint, and Outlook.
Languages
Client’s official languages are English, French, and Spanish, all staff members are required to be fluent in one of the three languages.
REQUIRED
For this position, fluency in English is required (oral and written).
For Immediate Response, please send your Resume to Global-Recruitment@Trigyn.com
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.