Help Desk Assistant Job at Kimetrica LLC - 2015

Company Profile:

Kimetrica’s mission is to increase the impact of social spending and improve the quality and accountability of service delivery in the non-profit sector. We do this through the provision of a range of management tools, data, and training services for Monitoring and Evaluation (M&E) and for Disaster Risk Management (DRM). We help governments, international organizations, NGOs, and community organizations make decisions based on the best available information. Typically, our clients have specialized information needs that go beyond the capabilities of conventional business intelligence and management information tools. Kimetrica provides bespoke solutions to organizations with missions that are bigger than just making profits, and who need to know more than just the bottom line. Much of our work focuses on measuring performance for complex projects and on managing risk in highly unstable and disaster-prone environments. For more information, see our site on www.kimetrica.com. 

Position Summary:

Managing the Helpdesk system (Redmine) by ensuring timely capture and response to received helpdesk requests (tickets).Managing the Helpdesk system (Redmine) by ensuring timely capture and response to received helpdesk requests (tickets).Consistent feedback and follow-up of any open tickets in RedmineClear communicating to clients on feedback on their reported issuesForwarding system defect issues to the respective software developers and making sure to follow up with them to get the relevant feedback and updatesTesting reported issues prior to forwarding to any developer in-case of system interface issues or system usability aspects.Taking clients for walk-through sessions where necessary in instances where a user/s may be experiencing challenges in navigating the systemPeriodic preparation of helpdesk reports showing open, closed and pending with succinct summary.Providing helpdesk support not only through emails but can also be via phone or VOIP calls depending on escalation of any reported issues. This also makes sure the issues are resolved and well understood on the client side.Assisting in preparation of release notes to users where necessary. These are system enhancement updates and manuals that come up in cases when the system is updated and the users need to be informed about the updates.Ensuring to get feedback from clients after an issue is resolved to get confirmation that the system is working accordingly and they are comfortable.Managing the Helpdesk system (Redmine) by ensuring timely capture and response to received helpdesk requests (tickets).Consistent feedback and follow-up of any open tickets in RedmineClear communicating to clients on feedback on their reported issuesForwarding system defect issues to the respective software developers and making sure to follow up with them to get the relevant feedback and updatesTesting reported issues prior to forwarding to any developer in-case of system interface issues or system usability aspects.Taking clients for walk-through sessions where necessary in instances where a user/s may be experiencing challenges in navigating the systemPeriodic preparation of helpdesk reports showing open, closed and pending with succinct summary.Providing helpdesk support not only through emails but can also be via phone or VOIP calls depending on escalation of any reported issues. This also makes sure the issues are resolved and well understood on the client side.Assisting in preparation of release notes to users where necessary. These are system enhancement updates and manuals that come up in cases when the system is updated and the users need to be informed about the updates.Ensuring to get feedback from clients after an issue is resolved to get confirmation that the system is working accordingly and they are comfortable.

Duration : 6 ( Six Months ) 

Possible starting month : July 2015

We will only contact eligible candidates to further discuss their availability.

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