Posting Title                  : Service Desk Officer- Limited Duration Contract (LDC)- For

Internal and External Candidates- Area Office Hebron- Grade, E

Job Code Title               : Service Desk Officer

Department/ Office       : UNRWA - Information Management - West Bank

Location                        : HEBRON

Posting Period               : 16 December 2023-30 December 2023

Job Opening number  : 23-IST-UNRWA - Information Management-224066-R-

HEBRON (E)

Staffing Exercise          : N/A

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

Org. Setting and Reporting

The incumbent reports to the Senior Service Desk Officer.

Responsibilities

The incumbent:

• Provides first-level Information Management and Technology (IMT) support services to end-users, in accordance with established standards, policies and operating procedures.
• Installs new or updates existing end-user IMT hardware, mobile devices and software, including operating system and anti-virus software, in accordance with established standards;
• Prepares and maintains an up-to-date inventory of installed devices and software licenses;
• liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices and provision of minor IMT equipment.
• Conducts end-user training needs assessment with substantive contribution to the development of end-user straining materials and provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software packages.
• Provides general information and advice to end-user queries on IMT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT hardware, software, or mobile equipment.
• Performs such other duties and assignments as may be required.

Competencies

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

• Following Instructions and Procedures;
• Coping with Pressure and Setbacks;
• Relating and Networking;
• Adapting and Responding to Change;5- Learning and Researching

For guidance on how to prepare for competency-based interviews:

 https://careers.un.org/lbw/home.aspx?viewtype=AYI

Education

A university degree from an accredited educational institution in telecommunications, computer or electrical engineering, or another related discipline.

- Professional qualifications:

• CISCO Certified Network Administrator (CCNA) certification. •ITIL Certifications (Information Technology Infrastructure Library).

Job Specific Qualifications

Work Experience

A minimum of three years progressively responsible and relevant experience in IT Service or Help Desk experience providing user support in a network computer environment including one year with video conference facilities management and support is required;

Work experience with video conference technology, Microsoft Windows-based desktop technology, Microsoft Office software suite, Microsoft 365 solutions and working in an ITIL-driven environment with knowledge of ITIL principles and processes 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 spoken and written English and Arabic.

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Posting Title                  : Service Desk Officer- Limited Duration Contract (LDC)- For Internal and External Candidates- Area Office Nablus- Grade, E

Job Code Title               : Service Desk Officer

Department/ Office       : UNRWA - Information Management - West Bank

Location                        : NABLUS

Posting Period               : 16 December 2023-30 December 2023

Job Opening number  : 23-IST-UNRWA - Information Management-224061-R-

NABLUS (E)

Staffing Exercise          : N/A

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

Org. Setting and Reporting

The incumbent reports to the Senior Service Desk Officer.

Responsibilities

The incumbent:

• Provides first-level Information Management and Technology (IMT) support services to end-users, in accordance with established standards, policies and operating procedures.
• Installs new or updates existing end-user IMT hardware, mobile devices and software, including operating system and anti-virus software, in accordance with established standards;
• Prepares and maintains an up-to-date inventory of installed devices and software licenses;
• liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices and provision of minor IMT equipment.
• Conducts end-user training needs assessment with substantive contribution to the development of end-user straining materials and provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software packages.
• Provides general information and advice to end-user queries on IMT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT hardware, software, or mobile equipment.
• Performs such other duties and assignments as may be required.

Competencies

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

• Following Instructions and Procedures;
• Coping with Pressure and Setbacks;
• Relating and Networking;
• Adapting and Responding to Change;5- Learning and Researching

For guidance on how to prepare for competency-based interviews:

 https://careers.un.org/lbw/home.aspx?viewtype=AYI

Education

A university degree from an accredited educational institution in telecommunications, computer or electrical engineering, or another related discipline.

- Professional qualifications:

• CISCO Certified Network Administrator (CCNA) certification. •ITIL Certifications (Information Technology Infrastructure Library).

Job Specific Qualifications

Work Experience

A minimum of three years progressively responsible and relevant experience in IT Service or Help Desk experience providing user support in a network computer environment including one year with video conference facilities management and support is required;

Work experience with video conference technology, Microsoft Windows-based desktop technology, Microsoft Office software suite, Microsoft 365 solutions and working in an ITIL-driven environment with knowledge of ITIL principles and processes 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 spoken and written English and Arabic.

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