DUTIES:

• The main responsibilities include, but are not limited to:

Adoption:

• Support country offices in understanding available corporate IT solutions for programmatic activities (e.g. SCOPE, SugarCRM, MoDA, NEST, CIAM, Building Blocks, Farm2Go, Partner Connect, CODA).
• Assist in preparing country offices for the adoption of new tools by helping gather requirements and sharing guidance materials.

Roll-out:

• Provide logistical and technical support during pilot deployments, helping identify issues and collecting feedback.
• Contribute to training and awareness sessions to help users become familiar with new IT solutions.
• Travel on local and international missions (as required).

Support:

• Deliver service requests and provide basic troubleshooting for incidents, escalating more complex issues to senior team members as needed.
• Help train local support teams according to standard operating procedures (SOP).

Collaboration and knowledge management:

• Coordinate with colleagues in country offices, regional offices, and HQ to ensure smooth service delivery.
• Maintain clear and professional communication with all stakeholders.
• Share updates, lessons learned, and user feedback with the wider team to support continuous improvement.

DELIVERABLES AT THE END OF THE CONTRACT:

• Timely and effective handling of support requests, aiming to respond to at least 90% within first point of contact (FPOC) timelines. Contribution to maintaining strong incident‑resolution performance, supporting the team in meeting at least 90% SLA adherence. Demonstrated growth in technical knowledge and understanding of corporate tools. Active participation in documenting processes, solutions, and lessons learned to improve team knowledge management.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

• University degree, preferably in information technology, computer science, or a related field.

Experience:

• At least 5 years of work experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.