The mission of WFP is to help the world achieve Zero Hunger in our lifetime. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.
The WFP Regional Bureau for Eastern and Central Africa (RBN) is based in Nairobi and provides strategic direction, technical guidance, resource mobilization and management support to WFP operations and activities in nine countries: Burundi, Djibouti, Eritrea, Ethiopia, Kenya, Rwanda, Somalia, South Sudan and Uganda.
We are seeking to fill the position of a Service Desk Business Support Assistant & Analyst to join the Global SCOPE Service Operations (WFPs digital assistance platform) team based in Nairobi, Kenya in the Nairobi Regional Bureau. (RBN).
Working in the SCOPE Service Operations Unit under direct supervision of the Access & Release Manager with overall reporting to the Head of Unit
The role holder will deliver a wide range of business support processes and activities for a specific professional area of work, to facilitate effective service delivery.
Education: Bachelor’s degree in any business-related. Should have minimum certifications in ITIL3 Foundation, ITIL Service Operations and ITIL Continual Service Improvement.
Experience: Minimum 3 years of progressive administrative work in support of a business function, with at least one-year experience in a Service Desk and Operations environment.
Language: Fluency in both oral and written communication in English is essential. Official UN language is an added advantage especially French and/or Spanish.
Experience with working in a Service Operations Unit setup. Prior experience using WFP SCOPE system. Conversance with the SCOPE end to end process including the end to end SCOPE Service Operations process. Experience in use of Easy Vista.
What you will do:
- Be the queue manager: Receive, perform initial analysis of incidents and service requests from end users, categorize and assign them to analysts. Ensure rotational linkage with the other queue managers from the regions.
- Monitor usage of the Global Service Management tool, providing inputs and recommendations of changes where needed; including training of new staff on use of the tool.
- Assign priority to the tickets based on impact and urgency
- Liaise with the team lead in ticket analysis, distribution and reporting, as well as team coordination.
- Provide SCOPE end user communication as and when needed
- Provide business support services to the SCOPE Service Operations unit such as office administration ensuring adequate supply of stocks and office requirements, travel requests for team members as well as protocol related support, events organization (trainings, boot-camps, retreats)
- Perform ticket analysis and resolution, identifying discrepancies and rectify problems requiring urgent attention.
- Be the sole custodian of the team’s equipment this includes stationery, POS devices, cards – keeping a clean stock record of all this and always have them under lock and key.
- Manage the issuance of equipment to team members.
- Organize and follow up SCOPE Service Operations weekend support agenda and ensure communication with end users including planned SCOPE downtime and major incidents
- Manage and maintain paper and electronic records within the area of responsibility in accordance with established procedures, to ensure swift and easy data access as required.
- Liaise with the team lead in development and maintenance of SOPS and other documents internal to the team.
- Be the administrative link between the regional bureau and headquarters in Rome.
- Maintain a record/file of each member’s profile to facilitate faster service delivery
- Perform analysis and resolution of simple service request tickets.
- Liaise with country offices and bureau admin in facilitation of missions for any team members.
- Support the SCOPE Service Desk analysts in maintaining a very high level of FCR (First Contact Resolution Rate) by ensuring a close monitoring of open tickets on daily basis, backlogs track and providing clear and proactive feedback to end users
- Liaise with the bureau admin on providing admin services to the SCOPE Service Operations unit and any other unit in providing services to the team.
- Be the focal point for leave and mission plans for the SCOPE Service Operations unit and managing of the same while maintaining a clear record. Maintain an up to date SCOPE Service Operation staff availability calendar.
- Be a first point of contact for all internal admin queries, to facilitate the provision of efficient and effective resolution of daily issues.
- Provide inputs to routine methods and practices in own area of work, to support the continuous improvement of services provided.
- Any other duty that may be assigned in support of the team.
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