(RFP300363) Analyst - IT Operations and Service Desk – Americas

Innovation

Overview

Provide comprehensive IT operational support for the Americas.

You have:

• Bachelor’s degree in computer science, information technology, electronic engineering, or related fields.
• Intermediate level of English (oral and written).
• Professional background in the information technology field, preferably in an International Organization.
• Knowledge of systems information, including operating systems, hardware, applications software packages, and other office technology equipment.
• Effectively manage client relationships.
• Demonstrate flexibility and a proactive attitude in adapting to changing environments, processes, and technologies.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Continuous Learning.

Job Description

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

About the position

The IT Operations and Service Desk Unit is seeking an Analyst for the Americas Hub. The selected candidate will provide comprehensive IT operational support, ensuring the seamless functioning and maintenance of the regional office and other locations within the Alliance. This role includes troubleshooting technical issues, optimizing IT processes, and enhancing the overall efficiency of IT services across the region.

The position will be based in the operations center of the Americas, located in the Campus of Palmira, Colombia.

Responsibilities:

• Clone, install, configure, maintain, and troubleshoot client hardware/software, following procedures to ensure optimal workstation and laptop performance.
• Draft and review documentation for both clients and internal procedures.
• Perform basic maintenance and troubleshooting of printers.
• Conduct basic maintenance and troubleshooting of desktop and laptop equipment.
• Log and track Service Desk calls accurately using tracking software.
• Serve as the primary point of contact for resolving hardware and software issues on computers.
• Provide remote assistance and IT support to regional office staff where applicable.
• Follow standard IT Operations and Service Desk procedures.
• Support IT needs for guests, meetings, and conferences, proactively identifying opportunities for improvement with new technologies, modalities, and requirements.
• Assist in managing and maintaining the organization’s global hardware and software inventory.
• Liaise with external technical support teams when necessary.
• Promote the full range of IT services to newly hired staff through the onboarding process.
• Deliver end-user training on software and systems to ensure an effective work environment.
• Report any issues affecting service delivery to the ITOSD regional coordinator and/or ITOSD Manager.
• Ensure accurate inventory information and maintain asset operability to required standards.
• Ensure meetings and conferences are properly supported according to requirements and schedules.
• Accurately log tickets to provide valuable internal data for service delivery analysis and reporting.
• Maintain high standards of customer service, interaction, and satisfaction, as outlined by the Technology Integration Department and in line with the TI Service Level Agreement.

• Be available for travel on missions to different countries as required.

  Requirements

Qualifications and requirements

• Bachelor’s degree in computer science, information technology, electronic engineering, or related fields.
• Intermediate level of English (oral and written).
• Professional background in the information technology field, preferably in an International Organization.
• Knowledge of systems information, including operating systems, hardware, applications software packages, and other office technology equipment.

Skills and competences

• Effectively manage client relationships.
• Demonstrate flexibility and a proactive attitude in adapting to changing environments, processes, and technologies.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.

• Continuous Learning.

  Benefits

Terms of employment

This is a nationally recruited position placed at a BG06, on a scale of 14 levels, with level 14 being the highest.

This is a Colombian national search and will be managed through a fixed-term contract of a one (1) year period, subject to a probation period according to the local legislation, and is renewable depending on performance and availability of resources. The Alliance Bioversity-CIAT offers a multicultural, collegial research environment with competitive salaries and excellent benefits. We are an equal opportunity employer, and strive for gender, diversity, and inclusion in our staff, without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic.

Applications

Applicants are invited to send a detailed curriculum vitae. All correspondence should be addressed to: (RFP300363) Analyst - IT Operations and Service Desk – Americas and should clearly indicate “Application: Analyst – ITOSD’’. Closing date for applications: March 18th, 2025

We invite you to learn more about us at:

Careers | Alliance Bioversity International - CIAT (alliancebioversityciat.org)

Apply now

Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: alliancebioversityciat.org