National Consultant: First Line Support Technician at UNICEF

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PURPOSE OF THE ASSIGNMENT

•  The purpose of this assignment is to provide technical support, including capacity development within the Department of Basic Education ECD Directorate, on the first line/software helpdesk support of the P.L.A.Y. online in-service training, ECDmobi app and ECD Info Hub in accordance with the Department of Basic Education policies and procedures.

Objectives:

•  To provide First Line Support on the three platforms P.L.A.Y. online, ECD Info Hub and ECDmobi
•  To work closely with Second Line Support (the service provider hosting the apps)
•  To managing the life cycle of support requests through to resolution
•  To monitor system performance, security, and availability, and take proactive measures to raise any issues or vulnerabilities to service provider
•  To develop and implement capacity support within the Department of Basic Education on the IT related technical aspects for the sustained implementation of P.L.A.Y. online in-service training and ECDmobi.

SCOPE OF WORK

•  The consultant shall execute the assignment in line with the purpose and objectives contemplated above and the specific activities below that guide this assignment in relation to the P.L.A.Y. online in-service training, ECDmobi app and ECD Info Hub (“the platforms”) under the joint supervision of UNICEF’s Education Manager (ECD) and the Chief Directorate/ Directorate responsible for Early Childhood Development at the Department of Basic Education.

 Providing First Line Support on all three platforms

•  Be the first point of contact to the company's user base
•  Respond to all queries of the three platforms between 24-48 hours (workdays)
•  Be responsible for the capturing of user requests from varied inbound sources into the Departments system.
•  Required to ensure that every opportunity that can result in a first call resolution is taken in a bid to achieve the First Call resolution rate defined per user.
•  Analyze the reported fault and complete detailed diagnostics in an attempt to resolve the problem via available channels.
•  A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
•  Understand the sensitive nature of user’s support offering and ensure that all tasks and actions are done so with honesty and integrity.
•  Document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
•  Managing the life cycle of support requests through to resolution
•  Ensure the user is issued with a reference number for every incident logged.
•  Accountable for effective, detailed and accurate request capturing
•  Accountable to confirm customers’ information
•  Monitor system performance, security, and availability, and take proactive measures to raise any issues or vulnerabilities to service provider
•  Check the functionality of all three platforms daily (working days) Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
•  Submit monthly reports on queries and resolution times of all applications
•  In consultation with relevant officials in the Department of Basic Education’s IT and ECD Directorates, UNICEF and service provider:
•  develop a detailed plan for a capacity development programme for officials to ensure that all relevant training related completed for the Department of Basic Education to be approved by the Department of Basic Education.
•  implement the capacity development programme for officials to ensure that all relevant training related is completed for the Department of Basic Education
•  develop and/or adapt related manuals and support materials that will ensure institutional knowledge is embedded within the department.
•  Regular review of the implementation of the capacity development programme with the Department of Basic Education and UNICEF as to ascertain status and priority areas.
•  Any other responsibility not mentioned above in relation to the achievement of the goal and objectives related to this assignment.

To qualify as an advocate for every child you will have… 

• A minimum Diploma level qualification in ICT or related
• A minimum of three years of relevant professional experience in Service Desk Support, ICT first line support
• Microsoft certification will be an added advantage
• Must show excellent communication, analytical and troubleshooting skills
• Fluency in English is required. Knowledge of a local language is an asset
• Must show a good understanding between Software, Application and Infrastructure components in an IT environment
• Must understand the concept of service level agreements and operational level agreements 
• Excellent data capturing and typing skills
• Excellent interpersonal skills
• Proactive and energetic approach to work
• Ability and commitment to work under tight timeframes