Senior Assistant - IT Technical Support (Global Customers)

Philippines
Permanent
Full-time

1 day ago

About IRRIThe International Rice Research Institute (IRRI) is dedicated to reducing poverty and hunger through rice science; improving the health and welfare of rice farmers and consumers; and protecting the rice-growing environment for future generations. IRRI is an independent, nonprofit, research and educational institute, founded in 1960 by the Ford and Rockefeller foundations with support from the Philippine government. The institute, headquartered in Los Baños, Philippines, has offices in 17 rice-growing countries in Asia and Africa, and over 1,000 staff.Working with in-country partners, IRRI develops advanced rice varieties that yield more grain and better withstand pests and disease as well as flooding, drought, and other harmful effects of climate change.Job PurposeThe Senior Assistant - IT Technical Support (Global customers) is responsible for the day-to-day IT Service Desk operations, ensuring timely and effective communication, escalation, and resolution of technical issues using an IT ticketing tool for the IRRI global IT customers in Headquarters (HQ) and in the Country Offices (CO). This position will play an important role in supporting the IRRI global IT customers by helping them use the appropriate IT tools and access seamlessly, which are necessary for them to work efficiently and effectively anywhere in the world.The IT Service Desk is responsible for ensuring that the IRRI global IT customers have the right access to, maintenance, training, and support of IRRI’s HQ and CO IT network and cloud infrastructure, end-user ICT equipment such as laptop, software and applications systems, and among others. Its functions also cover assisting IT customers during hybrid events and meetings requiring the use of ICT audio and video equipment and platforms, as needed.In addition, this position will support the internal IT teams in executing system updates and patches, assistance to deployed applications and platforms, cybersecurity awareness, and incident and request management support.This role will acquire the necessary knowledge and skills to IRRI’s various IT services, products, and resources to help and guide global IRRI IT customers for its accessibility and effective use.This position will be based at the IRRI Headquarters, Los Baños, Philippines and may only be filled by permanent citizens of the Philippines.Roles and Responsibilities

Ensure all customer requests that reach the IT Service Desk are appropriately supported or provided with clear next steps on how the IT team can best support their requests.
Assist all customers in the prompt answering of multi-channel requests (e.g., portal, email, chat, phone, walk-in, etc.) according to the defined IT Service Desk process.
Conduct triaging, troubleshooting, and issue isolation of customer incident and request to help with resolution, not limited to, but related to account access, device use, and application access.
Assist as needed and as per request with internal and external events to ensure quality and proper use of ICT-related event equipment.
Support customer onboarding and off boarding ensuring access to IT services and asset management of IRRI-provided ICT equipment with coordination with HR and other departments.
Support customers in providing training, assistance, and support in any reasonable requests they may need.
Timely follow-up of all HQ and CO pending and escalated tickets to relevant internal and external IT teams and business owners.
Assist in ensuring strong customer support and relationships across the institution (e.g., research and support units).
Assist in navigating exceptions and suggesting processes and improvements, as applicable.
Assist in the execution of end user training, establishing knowledgebase, and support as relevant to IT access and application use.
Support in the asset management of end-user ICT equipment and audiovisual equipment by keeping track of user and events deployment of this equipment.
Support all IT customers across IRRI HQ and CO in any issues related to IT infrastructure, software, systems, and others.
Assist visitors as needed with events and access to the IRRI Internet.
Ensure timely (according to determined SLAs) closure of support tickets assigned to you for assessment.
Ensure all critical network and security concerns are properly escalated and addressed regardless of when the issue arises.
Assist Global Technical Support Team in documenting IT policies, guidelines, procedures, and applications that can improve the team’s efficiency.
Ensure proper IT onboarding and offboarding of IT customers.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field with a minimum of two years IT support experience
Experience working directly with IT customers and understanding their needs and feedback.

Skills RequiredMandatory

Proficiency in Microsoft Office 365, products, and services
Support and troubleshooting experience in IT network infrastructure, identity and access management solutions, device security management, various operating systems such as Windows, MacOS, Linux, hybrid meetings using audio and Videocon equipment,
Experience with cybersecurity basics and endpoint protection tools.
Familiarity with ERP and business application systems.

Preferred

Knowledge of Information Technology Infrastructure Library (ITIL) practices and service delivery frameworks are advantage.
Familiarity with knowledgebase such as Frequently asked questions (FAQ), user guides, and learning videos
Familiarity with helpdesk performance metrics (e.g. response time, resolution time, ticket volume) is an advantage.
Experience working in a multi-cultural working environment

IRRI offers a highly extensive employee benefits package inclusive of globally-covered medical insurance, retirement plan, life and accident insurance and other allowances.Join our team and be part of our story!Please note only shortlisted candidates will be contacted.
This position will remain open until filled.

International Rice Research Institute

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