This Position is open only for female candidates

Position Title: Senior ICT Officer – Helpdesk Support under Information and Communication Technology
Number of Position: 01
Location: Based at CARE Bangladesh Dhaka Office
Duration: The duration of the Contract will be for two years

I. Job Summary:

CARE is one of the world's leading international humanitarian and development organizations, committed to helping people in poor communities improve their lives and alleviate poverty. Founded in 1945, CARE is working over 100 countries to fight global poverty and marginalization. CARE has been active in Bangladesh since 1949 and is one of the largest programs in CARE confederation. Women and girls are at the core of all CARE programs because they represent half of the marginalized group and it is not possible to overcome poverty until all people have equal rights and opportunities. CARE Bangladesh works to implement programs with long-term impacts that result in sustainable changes for the extreme poor and marginalized communities.

The Senior ICT Officer – Helpdesk Support is responsible for the smooth daily operation of the CARE Bangladesh ICT Helpdesk. The Senior ICT Officer – Helpdesk Support assists the Manager-HD Operations in ensuring ICT support to the CBDO and FOs within the country. All ICT equipment, Software, Pool equipment, and Hardware support to the mission offices from the ICT Helpdesk. Her/His responsibilities will be determining & and resolving HD calls and implementing ICT infrastructure, managing Hardware Support, Managing Network security Measures, User Hardware, and software Inventory Management, and overseeing the compliance of ICT Policies and procedures. Staff Capacity building and supervision, facilitating programming approach and technical support. Manage the ICT Helpdesk, Pool System, Vendor management, etc. Quality ensures of purchased all types of hardware and equipment. She/He will coordinate all ICT support services to users at CBDO as well as RO/FOs. She/He will maintain detailed records of all support calls and prepare monthly reports for Manager-HD Operations or management. She/He is responsible for easy accessibility of the ICT Helpdesk for all users. She/He will coordinate with FO ICT support officers for the smooth operation of the regional ICT support. She/He will maintain liaison with vendors and service providers and follow-up/co-ordinate repair maintenance activities. She/He will provide ICT support and remote support to users both during and after office hours. She/He will make routine maintenance visits to the regional/field offices as and when required. This position requires an intimate knowledge of computer fundamentals, software operations, and hardware maintenance well as the administrative policies and procedures of CARE Bangladesh

II. Responsibilities and Tasks: % of Time
Responsibility # 1: Helpdesk Operations 30%
  • Provide first-line response to end users' ICT assistance requests or any ICT issues and problems as per ICT HD operational guidelines.
  • Manages and coordinates customer support and client relations within the organization.
  • Ensure the proper maintenance, update, and full implementation of Helpdesk procedures to guarantee smooth operations and consistent support
  • Assist Manager- Helpdesk Operations in the development of Helpdesk policies & and procedures and proper implementation.
  • Receives requests for support or advice from users and other staff members, takes ownership of and responsibility for the requests, and prioritizes them in accordance with procedures.
  • Where necessary, liaison with and/or refer support requests to other ICT staff members based on their availability.
  • Assist in investigating faults, user problems, and other requests for support and/or information and take the most appropriate actions to reach a satisfactory resolution.
  • Continuously monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
  • Ensures that all work is carried out and documented in accordance with required standards, methods, and procedures.
  • Escalate user problems and system faults by identifying trends and patterns and when necessary, feedback information to relevant ICT staff.
  • Undertake such other duties as may reasonably be required with the general level of responsibility and the general scope of the post, as determined by Manager-HD Operations.
  • Maintain the Helpdesk phone calls, and emails, and always register to monitor them smoothly and keep them recorded in electronic form for analysis.
  • Ensure and solve the Helpdesk Tickets are reported & and closed, maintaining a clear record of support requests and their resolutions.
  • Maintain warranty of equipment log sheet and timely replacement.
  • Maintain performance of Helpdesk support staff and contractors, vendors and provide feedback to them and report to Manager-ICT HD Operations.
  • Implement action steps to improve Helpdesk response and effectiveness as per guidance by Manager-HD Operations.
  • Maintain open communication with vendors and service providers, Liaison with vendors and service providers and follow up on repair and maintenance.

 
Responsibility # 2: Hardware & Software Support 30%
  • Install configure and troubleshoot desktop, laptop, network printers, and other ICT equipment and accessories.
  • Diagnose, configure, and resolve problems with Operating System and desktop/laptop application software.
  • Manage to respond to ICT support requests according to the procedures.
  • Ensure proper anti-virus measures on all desktop and laptop computers.
  • Assist in the installation of Server, configuration, and deployment at field offices as and when required.
  • Assist in the preparation of hardware specifications.
  • Evaluation of hardware and make recommendations for replacement or turnover.
  • Maintenance and repair of IT equipment
  • Responsible for timely troubleshooting/repair of ICT equipment.
  • Assist in ensuring quality check of ICT equipment and accessories.
  • Assist and ensure documentation for the required repairs and log maintenance.
  • Field visit for ICT support and troubleshooting when required.

 
Responsibility # 3: Training and staff capacity building 10%
  • Take part as a co-facilitator to provide formal ICT training to users.
  • Assist Manager-ICT HDO in planning and organizing routine training for all users.
  • On-the-spot coaching on common troubleshooting to the end user
  • Plan and conduct routine training for all users in coordination with Manager-ICT HDO
  • Provide hands-on guidance and coaching.
  • Prepare and distribute training handouts and tips to users.
  • Provide orientation to new users on organization IT recourse uses.
  • Provide effective tips to increase users' efficiency.
  • Provide onsite training to users at CBDO & FO as and when required.

 
Responsibility # 4: Inventory Management 10%
  • Assist and recommend ICT equipment for replacement or phase-out.
  • Checking and processing of old and obsolete IT equipment for smooth disposal
  • Advise on possible reuse of spare/discarded equipment.
  • Maintain warranty of ICT equipment purchased by CARE Bangladesh and warranty coverage.
  • Maintain liaison with vendors to ensure proper and timely warranty claims.
  • Ensure that the storage area of the helpdesk and ICT department is in good functional condition.
  • Receive bills and invoices for supplied equipment and ensure quality.
  • Manage and maintain the movement of incoming and outgoing ICT equipment in the Helpdesk from CBDO & RO/FO.

 
Responsibility # 5: ICT Pool Management 10%
  • Responsible for inventory of ICT pool equipment
  • Maintain equipment pool register and analyze monthly demand versus delivery report
  • Maintain spare parts for pool ICT/audio-visual equipment in the Helpdesk.
  • Proper maintenance of ICT pool equipment including updating OS/Antivirus patches on laptops, maintenance of Multimedia Projectors, digital cameras, etc.
  • Ensure effective use of pool equipment as per policy and preserve documentation.
  • Ensure proper operation of the pool equipment at the time of handover and receipt.
  • Guide end users to the proper use of pool equipment
  • Monitor regularly whether pool equipment is properly distributed for optimal uses.

 
Responsibility # 6: Other duties 10%
  • Assist Manager -ICT HD Operations for logistical support as and when required.
  • Assist Manager-ICT HD operations in preparing HD documents when required.
  • Assist in maintaining up-to-date ICT inventory.
  • Maintain GED sensitive environment.
  • Participate in different events and initiatives.
  • Ensure logistics support for different training and communication events when required.
  • Additionally, when the Manager of ICT Helpdesk Operation is absent, He/She require to perform their responsibilities to ensure the continuity of operations and support our mission.

 

 
Responsibility # 7: Adhere to and support CARE Bangladesh’s Safety and Security policy and Systems
As part of this role, the job holder will be expected to adhere to and support CARE Bangladesh’s Safety and Security policy and systems as part of their day-to-day duties, and comply, at all times, with safety & security protocols and directives, including reporting. Staff must maintain situational and self–awareness and be aware of the safety – security-related consequences of their actions upon themselves, their team, and the organization as a whole.
Responsibility # 8: Safeguarding
CARE is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct and expects staff to promote the welfare of children, young people and adults at all times. CARE expects all staff and volunteers to share this commitment through our Code of Conduct. We place a high priority on ensuring that only those who share and demonstrate this commitment are recruited to work with us.
III. Reporting to:
Reporting to the Manager - ICT Helpdesk Operations
IV. Working Condition:  
This is a CBDO based position in Dhaka. Close contact is required with the field offices and CBDO units. Requires Field office visit for routine maintenance and troubleshooting of computers and accessories. The individual is required to possess skills in Microsoft Office and similar applications.
V. Qualifications:  
  • Bachelor’s in computer science / Diploma in Engineering.
  • 5 years working experience including 3 years in Helpdesk operation.
  • MCP, CompTIA A+ certification, Microsoft (MCSE), or MCSA /MCDST will be considered an added advantage.
  • Sound knowledge of technical, networking, and hardware maintenance is essential.
  • The ability to logically analyze and clearly document problems and decide on the best course of action.
  • The ability to explain complex technical issues in language suitable for staff who may not have much computer experience.
  • Good speaking and writing skill both in English and Bangla.

Candidates need to be highly motivated and committed to CARE Bangladesh’s vision, mission, and long-term development work to significantly improve the lives of the most vulnerable and marginalized Candidates must be capable of displaying great learning agility, support and encourage knowledge sharing across projects, for the ultimate benefit of all of CARE’s mission wide initiatives.
 
Compensation

Attractive remuneration package will be offered to the really deserving candidate. In addition, CARE offers Provident Fund, Gratuity, Festival Bonus, Leave Encashment, Life and Health Insurance, Day care facilities and Working Mother Benefits etc.

Interested candidates meeting the above requirements should apply through CARE Bangladesh’s e-recruitment site: https://career.carebangladesh.org/ on or before December 06, 2023. 

Note:

  • CARE Bangladesh aims to attract and select a diverse workforce ensuring equal opportunity to everyone, irrespective of race, age, gender, HIV status, class, ethnicity, disability, location and religion.
  • Any personal persuasion/phone-call will result in disqualification of candidature. We guarantee an interview to disabled candidates who meet the essential criteria.
  • CARE Bangladesh has a non-negotiable policy of ZERO TOLERANCE towards discrimination, harassment and abuse. All employees are expected to abide by the Protection from Sexual Exploitation and Abuse & Child Protection Policy of CARE Bangladesh.
  • Internal and external applicants shall be treated equally in the entire selection process.
  • To ensure transparent processes during recruitment, internal candidates should discuss potential applications with their Line Managers to ensure endorsement of their applications by respective Line Managers.
  • THERE IS NO COST INVOLVED WITH APPLYING FOR POSITIONS WITH CARE BANGLADESH. ANY SOLICITATION OF JOB APPLICATION COSTS SHOULD BE REGARDED AS FRAUDULENT.