Knowledge and Quality Analyst

Job Closed!
Company:International Rescue Committee (IRC)
Category:IT & Telecommunication
Job Type:Permanent

Job details

Major Responsibilities:

  • Understanding of knowledge management principles, procedures and processes
  • Has full technical knowledge and responsibility in ServiceNow for all phases of IT Helpdesk knowledge management applications and analyses.
  • Able to identify repetitive and unique incidents/problems that require KB article as well as significant knowledge to organizational memory
  • Knowledge capture and creation of KB articles produced by incident/problems as well as project activities by collaborating closely with Subject Matter Experts
  • Assists in defining knowledge content, organization, and key words for ServiceDesk team
  • Encourage IT staff to share knowledge effectively and efficiently
  • Champion usage of KB articles on ServiceNow as learning hub.
  • Monitor and report on analytics of ServiceNow KB article usage to Global Service Desk Manager

o   QA of Incident Handling for all Level 1, Level 2 Technicians

o   Quality Checks on all helpdesk internal processes

o   Conducts weekly Helpdesk Technician quality assessments and reports findings to GSDM

  • Provides training to Helpdesk team members on generated knowledge
  • Work with the Service Delivery Manager to monitor level of SLA compliance across the IT Helpdesk team
  • Provides Level 1 and Level 2 ServiceDesk support

o   Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.

o   Perform 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.

o   Install, 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
Position directly supervises: 

Indirect Reporting: 
Other Internal and/or external contacts:

Internal:   Global Service Desk Manager, Service Desk team, IT technical and project team problems

External:  IRC staff experiencing IT issues

Job Requirements: 

  • A minimum of 4 years IT support experience in a service industry
  • Enthusiastic and ambitious attitude
  • Ability to set priorities
  • Strong sense of responsibility
  • Good working knowledge and experience of Windows XP, Windows 7, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory
  • Good working knowledge and experience of maintaining current IT hardware, desktops, laptops and associated peripherals
  • Basic understanding of ITIL Foundation
  • Flexible approach to work and problem solving
  • Excellent communication and customer service skills
  • Ability to explain complex technical issues to non-technical staff
  • Ability to work proactively with little direct supervision
  • Willing to travel to carry out on-site work at any IRC location
  • Able to work flexible hours on request or as part of a shift system
  • Be committed to continual professional development
  • Team player
  • Interest in the nonprofit sector
  • Make sound, strategic decisions to advance organizational goals 

Working Environment:

  • Position will work in the Nairobi iHUB office and is expected to be on site
  • On-call availability
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals




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IT & Telecommunication International Rescue Committee (IRC) 7 months ago