Digital Workplace Analyst

Overview

Join our team as a Digital Workplace Analyst to enhance digital experiences.

You have:

• Bachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineering or related training, or equivalent work experience.
• Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4, GVF etc).
• At least 1 years’ work experience in operation of enterprise IT networks.
• Minimum 3 years’ experience in a similar role with advanced network, cloud and/or systems related vendor certifications.
• Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms.
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams.
• Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform.
• Exceptional analytic and troubleshooting skills for solving problems.
• Good customer service skills and experience.
• Ability to relate technical issues to a largely non-technical audience.
• Effective in written and verbal communication in English.
• Strong ability to work as part of a team and coordinate with all staff.
• Good problem solving and analytical skills.
• Able to work under tight deadlines and cope with pressure.
• Knowledge of configuring and administering Microsoft SharePoint using Central Administration and PowerShell.

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type:

Local - Fixed Term Employee (Fixed Term)Job Description:

DIGITAL WORKPLACE ANALYST

The Role:

The Digital Workplace Analyst (DWA) is responsible to deliver the best digital workplace experience to staff. S/he is responsible for areas like communication, collaboration, mobility, productivity workplace applications and workplace innovations to enable staff to perform in a modern and engaging workplace where technology makes the difference. This is an entry level position and the scope is Nairobi

The staff will serve as a user liaison, providing guidance on business usage, and communications for the digital workplace product suite. They respond to requests for IT support, logging problems, generating tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.

The DWA works closely with the user community and the IT teams especially with the DWAs in the field offices to continually improve the digital dexterity of the users, and in turn, grow their tech-savviness in the usage of IT solutions in their daily roles at the workplace. They are the change champions for utilization of IT tools and systems

Key Responsibilities:

Digital Workplace Support

• Provide support to develop, implement, operate and maintain End User Digital Technologies.
• Facilitates and provides input to the design/development process.
• Translate stakeholder business objectives and drivers to identify digital workspace opportunities and establish appropriate solutions
• Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.
• Establish definition and implementation of virtual, physical and mobile digital workspace solutions. Develop and establish the digital workplace environment
• Make recommendations in the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes, communication and collaboration

Service Desk

• First point of contact and day-to-day technical support to end users – in Nairobi. Triage, resolve or escalate reported incidents and problems.
• Generates activity and status reports.
• Provides the user access service.
• Research on trouble issues which affect multiple clients.
• Reviews checklists and scripts.
• Works with vendor technical support personnel on solutions for clients.
• Provides responsive support for problems found during normal working hours as well as outside normal working hours.

Client Technology & Technical Support

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners in Nairobi.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Coordinate and maintain regular communication with warranty and service providers to ensure timely servicing and maintenance of office equipment, including printers and other IT assets
• Provides on-going support of client technology.
• Ensures that all technical resources are available for meetings that include video conferencing.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
• Provide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc).

Customer Experience Management

• Develop customer experience journey mapping
• Develop, review, measure and report customer experience metrics (Net Promoter Score)
• Support the process of closing customer feedback loop for Continuous Service Improvement
• Lead the continuous improvement of digital IT workspace service improvements and offerings to end users via proactive measurement, evaluation and ideation.
• Conduct regular customer experience and satisfaction surveys

Training, Learning & Development

• Works with the DWS to coordinate the process of conducting training needs assessment
• Provides documentation, training, and guidance for IT clients
• Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.

Vendor Management

• Supervise on site preventative maintenance of infrastructure in Nairobi
• Coordinate technician’s travels to the field for any equipment maintenance in the field offices for Nairobi based vendors
• Monitors services provided by vendors to ensure service levels meet requirements.
• Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
• Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.
• May resolve invoice discrepancies.
• Coordinate with Supply chain and DWA’s in field on dispatch of ICT assets going to the different regions in the field
• Work with the vendor to resolve the infrastructure challenges

Educational and Experience Required

• Bachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineer or other related specialized training, or equivalent work experience.
• Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4, GVF etc)
• At least 1 years’ work experience in operation of enterprise IT networks
• Minimum 3 years’ experience in a similar role with advanced network, cloud and/or systems related vendor certifications.
• Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms.
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams
• Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform
• Exceptional analytic and troubleshooting skills for solving problems
• Good customer service skills and experience
• Ability to relate technical issue to a largely non-technical audience
• Effective in written and verbal communication in English
• Strong ability to work as part of a team and coordinate with all staff
• Good problem solving and analytical skills
• Able to work under tight deadline and cope with pressure
• Knowledge of configuring and administering Microsoft SharePoint using Central Administration and PowerShell.

Working Environment:

The position is based in Nairobi, Kenya with some travel to field required.

World Vision is a child-focused organization that is committed to safeguarding all children as well as adult beneficiaries, and has zero tolerance for incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. Therefore, World Vision does not hire staff whose background is not suitable for working with children or vulnerable adults, even if their role does not interact directly with them. World Vision adheres to strict child and adult safeguarding principles. All selected candidates will therefore undergo rigorous reference and background checks which will include criminal background checks. They will be expected to adhere to these standards and principles.

Female candidates are encouraged to apply

Applicant Types Accepted:

Local Applicants Only

Apply now

Potential interview questions

Added 4 months ago - Updated 4 months ago - Source: wvi.org