Key Responsibilities:

The intern will work closely with the staff in the department, while being exposed to the following areas to develop their skills: –

Digital Workplace Analysis and Service Desk Support

• Digital Workplace planning and documentation
• Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.
• Provide support to develop, implement, operate and maintain End User Digital Technologies. Facilitates and provides input to the design/development process.
• Support day-to-day technical support to end users – triage, resolve or escalate reported incidents and problems.
• Support Research on trouble issues which affect multiple clients.
• Works with vendor technical support personnel on solutions for client’s issues.
• Provide responsive support for problems found during normal working hours as well as outside normal working hours.
• Generate activity and status reports and share with the supervisor.
• Support the process of closing customer feedback loop for Continuous Service Improvement
• Support continuous improvement of digital IT workspace service improvements and offerings to end users via proactive measurement, evaluation and ideation.
• Support the process of closing customer feedback loop for Continuous Service Improvement
• Support regular customer experience and satisfaction surveys.

Software Development, Server Administration and Cloud Services

• Needs assessment for software systems for the organization’s needs.
• Maintenance, Modification and regular improvement of existing software systems
• Regular back up of local servers and supporting migration to cloud servers.
• Regular data cleaning of user data in the servers to ensure integrity of the data.
• Support updates and patching of the organization’s servers

Network and Infrastructure Management

• Network monitoring, troubleshooting and documentation.
• Support seamless connectivity in the HQ and field offices.
• Troubleshoot and resolve network connectivity issues in the National Office as well as the field offices.
• Support management of infrastructure power systems and power backup systems
• Participate in supervising on-site preventative maintenance and repair of infrastructure.

Business Analysis and Vendor Management

• Ensures that all technical resources are available for meetings that include video conferencing.
• Monitors services provided by vendors to ensure service levels meet requirements.
• Participate in evaluation of vendor solutions to ensure compliance with requirements and policies.
• Support in enrolment of the solutions to staff while supporting the staff with any technical issues related to the solutions.

ELIGIBILITY CRITERIA

Those eligible to apply for graduate internship program shall be Kenyan citizens who meet the following criteria: –

• Bachelor’s degree graduates who either are beneficiaries of child sponsorship or have experienced the impact of WV’s community development in their homes will be given priority.
• Graduates who show genuine desire and ability to serve among the poor in rural and semi urban areas of Kenya.
• Graduates who are practicing Christians regardless of denomination, gender and ethnic background.
• Graduates with demonstrated good character, honesty, high competency and generally in good physical and emotional health.
• Graduates who are willing to commit their time on the project for the entire year.
• Graduates who have completed studies in bachelor’s degree in software engineering, Information Technology or in any related or transferrable field of study within the last 1 (one) year.