Europe Coordinator, IT Operations and Service Desk (Rome, Italy)

Job Description

Europe Coordinator, IT Operations and Service Desk

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 in a climate crisis.

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

https://alliancebioversityciat.org/                     www.cgiar.org

About the position

Based at Alliance Headquarters in Rome, Italy, and under the supervision of the IT Operations and Service Desk Manager, the IT Operations and Service Desk Europe Coordinator will be working within the IT Operations and Service Desk (ITOSD) Unit in the Technology Integration Department and will coordinate local and regional IT related operations for the Alliance Offices in Europe. The Europe Coordinator will also support the alignment of the ITOSD services globally.

Responsibilities

The specific tasks of the position include the following:

• Apply standard IT Operations and Service Desk operating procedures
• Support redaction/review of documentation for clients as well as for internal procedure
• Ensure local resolution of requests for support by prioritizing and assigning call to local ITOSD staff (SLAA)
• Provide support to regional offices staff with remote assistance tools where applicable
• Ensure consistency and accuracy of the user object in the Active Directory and Exchange services including creating and maintaining user accounts, e-mails, local distribution lists, and security for local and regional users
• Provide and coordinate IT support to guests, to meetings and conferences, with an outlook for improvement based on new technologies, modalities, and requirements
• Clone/Install/Configure/Maintain/Troubleshoot client hardware/software and follow procedures to maintain end-point best performances
• Coordinate the Europe Region hardware/software lifecycle, from inventory review to replacement execution and forecast
• Maintain inventory information, asset operativity, and customer satisfaction up to standards and in accordance with the Technology Integration Service Level Agreement
• Liaise with relevant Europe Hub Logistics and Procurement offices to support the Hardware lifecycle management
• Supervise Technicians working within the IT Operations and Service Desk Unit in Europe
• Play an active role during global ITOSD meetings e.g. by providing feedback, identifying solutions towards ITOSD services continuous improvement etc.
• Support ITOSD and/or Technology Integration working groups
• Coordinate the induction process for newly hired staff acting as a point of reference for incidents and service requests
• Provide the necessary end-user training in software and systems, to ensure an effective work environment
• Inform the ITOSD Manager and/or the Technology Integration Leadership of issues affecting delivery of service
• Provide suggestions for the revision of policies or for improvements to the Unit’s services
• Liaise with external technical support and suppliers where applicable
• Manage or contribute to specific innovation projects as per global Technology Integration Strategy
• Perform any other related tasks as required and assigned

Requirements

Essential requirements 

• Bachelor’s degree in Information Technology or related fields
• Sound knowledge of computer information systems including operating systems, hardware, applications software packages and other office technology equipment
• Strong client orientation and service approach
• Well-developed skills in personal organization, priority setting and problem solving
• Strong communication and interpersonal skills, including the ability to work effectively with other national and cultural backgrounds
• Flexibility and adaptability to work under tight deadlines
• Excellent command of the English language, both written and spoken
• Previous relevant work experience, preferably in an international organization
• Ability to work with a high degree of independence within assigned areas

 
Desirable requirements

• ITIL certification
• Relevant technical certifications

Benefits

Terms of employment

This is a locally recruited position. All benefits are denominated and paid in Euro. The salary is level 7, in a scale of 14 levels, with level 14 being the highest. The salary range starts from Euro 42,690 per annum. The remuneration package includes a competitive salary, leave provisions, medical and life insurance, and non-contributory retirement plan. The contract will be for a period of 2 years, subject to a probationary period of 6 months, and is renewable based on performance and availability of funds. Please note this position is only open to citizens and residents of the European Union.

Applications

Please apply online through the website no later than 26 February 2023, attaching a letter of application with names and email addresses of at least three referees, and a curriculum vitae, both in English. Please note that only shortlisted candidates will be contacted.

Closing date for applications: 26 February 2023