Junior Service Desk Technician - Intern

About One Acre Fund

Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, the farmers we serve harvest 50 percent more food after working with One Acre Fund. 

To learn more about our work, take a look at our Why Work Here blog for more information.

About our Internship program

Join the One Acre Fund 2024 Internship Program to jump-start your career – We empower you as you grow in this program designed for motivated young professionals. As a One Acre Fund Intern, you will gain experience working in one of the leading institutions in the agriculture sector in Rwanda and beyond, where you will solve challenges, develop solutions and learn from inspiring leaders.

When joining, interns will participate in an onboarding program and receive training on how to design projects. Over the period of your internship, you will work with like-minded individuals and receive learning opportunities to build foundations for your future career. 

About the Role

The Service Desk Technician Intern will provide first-level remote support to users, delivering excellent customer service and resolving user inquiries promptly. This includes processing requests while escalating incidents when needed to meet service level agreement (SLA) expectations.

You will handle and support requests by following established procedures, contribute to service desk projects, adhere to IT service management (ITSM) practices, facilitate service desk documentation. You will also provide support for hardware and software, enhancing performance and securing data. You will report directly to the Service Desk Administrator.

Responsibilities

• Service Desk Operation and Management: Receive, prioritize, and resolve user support requests, escalating to meet Service level agreements.
• System or Process Compliance: Follow agreed procedures and ITSM standards to ensure service delivery.
• System Documentation: Assist in creating and updating service desk documentation to ensure accuracy and completeness.
• General IT Responsibilities: Provide first-level support for IT hardware, software, and network systems under guidance from senior technicians.

Career Growth and Development

We invest in the continuous development of our team. You’ll have:

• Weekly check-ins with your manager.
• Access to mentorship and training programs.
• Regular feedback and bi-annual career reviews to discuss your career goals.
• The opportunity to grow within a dynamic organization.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Bachelor's degree in IT or any related field
• Interest in IT hardware, software, and network systems.
• Ability to quickly learn and adapt to new environments.
• Demonstrated issues analysis and problem solving
• Collaborate within a team.
• Fluent in English; proficiency in French and Kinyarwanda.
• Experience providing effective customer support and resolving inquiries.

Preferred Start Date

As soon as possible

Job Location

Kigali, Rwanda

Contract Duration

6 months

Eligibility

This role is only open to citizens or permanent residents of Rwanda

Application Deadline

12^th December 2024. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.