CTG overview:

• CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
• CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
• Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
• Visit www.ctg.org to find out more

Overview of position:

• CTG is looking for qualified staff as mentioned below in the TOR.

Role objectives:

• Manage the service desk & ensure that customer service is timely & accurate on a daily basis & in line with the SLA.
• Manage the shift based staffing schedule.
• Act as escalation point in the case of controversial or difficult issues that cannot be resolved by Service Desk Agents.
• Act as a Service Desk Agent when needed.
• Identify knowledge gaps in Service Desk Agents so that they can be addressed as soon as possible either internally or with tier 2 teams support.
• Establish best practices through the entire technical support process.
• Provide reporting & statistics on service desk activities.
• Attend periodical service revision meetings with the UN.

Project reporting:

• This role reports to the line manager.

Key competencies:

• Minimal 5 year experience in managing a service desk & supporting users.
• Significant experience in telecommunications & computing systems.
• Considerable experience in ICT project methodologies, tools & methods, managing issues, risks, etc.
• 5 year experience in a recognized project management methodology such as PMP, PRINCE2, etc.
• Excellent interpersonal, communications, organizational skills & people management abilities & techniques.
• Excellent consulting skills in terms of managing client expectations, being tenacious & inquisitive, proactive & a ‘can do’ attitude.
• Have advance ITIL certification (Minimum 12 credits of the ITIL expert road map).
• Extensive knowledge of the ITIL framework.
• Experience in customer services & the ability to provide a professional interface with the user community.
• Good interpersonal skills.
• Attention to detail.
• Proven ability to work under pressure.
• Ability to work outside normal working hours if required.
• Industry recognized certifications are an asset.

Team management:

• This role has no team management responsibility

Further information:

• Qualified female candidates are encougared to apply for this role.