Senior Service Desk Officer

Job Description

Posting Title : Senior Service Desk Officer-Fixed Term- Field Office

Jerusalem-For Internal and External Candidates- Grade,, 16

Job Code Title : Senior Service Desk Officer

Department/ Office : UNRWA - Information Management - West Bank

Location : FO West Bank

Posting Period : 7 July 2023-21 July 2023

Job Opening number : 23-ADM-UNRWA - Information Management-213216-R-FO

West Bank (R)

Staffing Exercise :

N/A

United Nations Core Values: Integrity, Professionalism, Respect for Diversity

Org. Setting and Reporting

The incumbent reports to the Head, Field Information Management and Technology Office (FIMTO).

Responsibilities

The incumbent:

Plans and manages the technical and administrative aspects of IT service desk function, in line with established Agency service delivery policies, procedures and standards, including: 1.1 Monitoring the operation and performance of the service desk activities and initiates necessary actions to enhance performance;

Ensuring that incidents and requests are handled according to agreed procedures;
Ensuring that documentation of the supported services is available and in an appropriate form for those providing support. Creating and maintaining support documentation; 1.4 Providing technical guidance, instructions, training, support to the service desk staff;

Coordinating end-user IT training activities;
Preparing management reports on service desk metrics and equipment inventories;1.7 Liaising with vendors and other external Agencies regarding hardware and software installation and maintenance activities.

Coordinates and organizes deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgates to users of such systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced;
Manages end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administers relevant service contracts preparation and management; prepares survey reports for obsolete or surplus end-user Information

Management and Technology (IMT) assets and other resources. Coordinates preparation and certifies applicable

Requests for Purchase for end-user hardware and software; co-ordinates with Procurement and Logistics Office on related procurement activities;

Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required;
Performs administration, maintenance, and support of relevant on-premise and cloud IMT resources and systems related to end-user services including:

User account management;
Email account administration;
Video conference service management.

Develops, implements, and maintains standards, policies, procedures, guidelines and technologies related to IT service management processes based on ITIL such as Incident, Request fulfilment, Change and Problem Management, in coordination with all stakeholders; 7. Ensures accurate end-user IMT resources (e.g., workstations, laptops, mobile devices, software etc.) inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system;

Complies with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines, conducting training to business counterparts and team members as required.
Performs other duties as may be assigned by the supervisor(s).

Competencies

UN Core Values of Professionalism, Integrity and Respect for Diversity and Core Competencies of Communication, Working with People and Drive for Results apply by default. Default managerial competencies may apply.

Leading and Supervising
Learning and Researching
Relating and Networking
Following Instructions and Procedures
Planning and Organizing

Job Requirements

Education

A university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering or related discipline;
Certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or other related Microsoft cloud-based systems and applications; 3. IT Service Management certification such as ITIL foundation.

Job Specific Qualifications

Work Experience

Six years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery is required;

Advanced experience and knowledge of Microsoft Office on-premise and cloud-based solutions such as Microsoft 365 platform and related messaging and collaboration systems, and content management systems. Good experience

with LAN management, Video Conferencing technology operations, Email and Active Directory (AD) administration is required.

Please confirm if you live/ reside in West Bank or Jerusalem? And if you have West Bank or Jerusalem ID. please to mention its number down, as it is desirable.

Languages

Very good command of written and spoken English and Arabic.

Job Details

Job Title Senior Service Desk Officer

Deadline 21 - Jul - 2023

Location Ramallah

Job Type Full time

Position Level Management

Salary N/A

Degree Bachelor's degree

Experience 6 Years

Category I.T. & Tech

Application Instructions

Interested and qualified candidates can apply online through Apply Now-button below

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Senior Service Desk Officer

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