Service Desk Officer

Service Desk Officer - UNRWA

* Acts as a member of the ICT Service Desk team and provides first level ICT support services to end-users, in accordance with established standards, policies and operating procedures, including;

(i) Fulfilling end-user requests for ICT services, including access to application systems and computer or mobile resources;
(ii) Identifying and resolving/escalating reported incidents related to computer hardware and software, mobile devices and other technology related tools and products, access issues, connectivity, telephony, video conferencing and software operational problems; analyzing issues and incidents, identifying systemic problems and recommending appropriate solutions, and contributing to ICT knowledge management system;
(iii) Identifying and resolving/escalating reported applications systems functional and/or operational issues and problems in coordination with the second level support teams;
(iv) Maintaining and updating standard Service Desk information management system, including status of all assigned service requests and incidents;
(v) Providing general information and advice to end-user queries on ICT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard ICT hardware, software or mobile equipment;
(vi) Collecting and analyzing feedback from end-users and making recommendations to the appropriate internal team;
(vii) Conducting ongoing end-user training needs assessment with substantive contribution to the development of end-users training materials.

* Receives and installs new or updates existing end-user ICT 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 ICT equipment;
* 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;
* Prepares and supports requested ICT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing and video/audio projection services.; provides daily video conferencing connectivity and troubleshooting services;
* Performs such other duties as may be assigned.

A university degree in computer science, information technology, electrical or computer engineering or other related discipline.

(A) ITIL knowledge and training is desirable.
(B) Experience in conducting formal computer training is desirable.
(C) Communication and customer care knowledge and training is desirable.
(D) Experience or knowledge of UNRWA's operations and computer facilities environment is desirable.

Three years' ICT Service or Help Desk experience providing user support and training in a network computer environment is required.
Work experience with Microsoft Windows based desktop technology and Microsoft Office software suite is required.

Contract Type & Duration:

Limited Duration Contract, 6 Months, renewable (depending on the performance and the funding availability)

Conditions of service:

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