Technician, IT Operations and Service Desk

The Organization

The Alliance of Bioversity International and the International Center for Tropical Agriculture (CIAT) delivers research-based solutions that harness agricultural biodiversity and sustainably transform food systems to improve people’s lives. Alliance solutions address the global crises of malnutrition, climate change, biodiversity loss, and environmental degradation.

With novel partnerships, the Alliance generates evidence and mainstreams innovations to transform food systems and landscapes so that they sustain the planet, drive prosperity, and nourish people in a climate crisis.

The Alliance is part of CGIAR, a global research partnership for a food-secure future.

https://alliancebioversityciat.org/ www.cgiar.org

About the position

Based at Alliance Headquarters in Rome, Italy, and under the supervision of the IT Operations and Service Desk Europe Coordinator, the IT Operations and Service Desk Technician will be working within the IT Operations and Service Desk (ITOSD) Unit in the Technology Integration Department and will support local and regional IT related operations for the Alliance Offices in Europe.

Key Responsibilities

The specific tasks of the position include the following:

• Clone/Install/Configure/Maintain/Troubleshoot client hardware/software and follow procedures to maintain the best performance on the workstations and laptops
• Support redaction/review of documentation for clients as well as for internal procedures
• Perform basic printer maintenance/troubleshooting duties
• Maintain an 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
• Apply standard IT Operations and Service Desk operating procedures
• Provide IT support to guests, meetings, and conferences, with an outlook for improvement based on new technologies, modalities, and requirements
• Assist with maintaining the Organization’s worldwide hardware/software inventory
• Liaise with external technical support where applicable
• Promote the full range of IT Services to newly hired staff through the induction process
• Provide necessary end-user training in software and systems, to ensure an effective work environment
• Inform the ITOSD Coordinator and/or the ITOSD Team Leader of issues affecting the delivery of service
• Maintain inventory information and asset operativity up to requested standards
• Log in tickets providing valuable internal information for overall service delivery analysis and reporting
• Maintain customer service, interaction, and satisfaction up to the requested standards in accordance with the TI Service Level Agreement
• Perform any other related tasks as required and assigned

Requirements

• Secondary school education supplemented by office training in Computer Science, Information Technology, or related fields
• Previous relevant work experience, preferably in an international organization
• 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 cultural backgrounds
• Flexibility and adaptability to work under tight deadlines
• Excellent command of the English language, both written and spoken
• Previous relevant work experience, preferably in an international organization
• Ability to work with a high degree of independence within assigned areas

Terms of employment

This is a locally recruited position. All benefits are denominated and paid in Euro. The salary is level BG05, on a scale of 14 levels, with level BG14 being the highest. The salary range starts from Euro 35,280 per annum. The remuneration package includes a competitive salary, leave provisions, medical and life insurance, and a non-contributory retirement plan. The contract will be for a period of 2 years, subject to a probationary period of 6 months, and is renewable based on performance and availability of funds. Please note this position is only open to citizens and residents of the European Union.