Appel à candidature : OMS recrute un(e) Technicien(ne) Service Desk à Istanbul, Turquie.
OBJECTIVES OF THE PROGRAMME
The objective of the Division of Business Operations (BOS) is to support the work of WHO in the European Region through delivery of services within the areas of human resources, finance, contracting and procurement, legal advice, information & communications technology, printing, security, facilities management, fixed assets, conference support, travel and transport, and staff wellness and well-being. As an enabling function, the division enhances the productivity of the health technical programmes and country offices while at the same time overseeing accountability, transparency and compliance with WHO administrative rules and regulations. The BOS division strives to strengthen the capacity of WHO/Europe to react in an agile way to external and internal changes. The division projects are designed to increase productivity, ensure financial sustainability of the region’s structures, reinforce a client-oriented culture, strengthen country office capacities, and drive strategic initiatives to enhance staff motivation and well-being.
The purpose of the Information and Communications Technology (ICT) Unit is to provide and oversee innovative, effective, and value-for-money technology solutions throughout the WHO European region, including country offices and geographically dispersed offices, as well as to the UN City located in Copenhagen, Denmark. ICT ensures connectivity, quality equipment, software solutions, access to and security of data, and customer support to optimize a digital WHO to deliver its strategic goals (three billion targets). ICT further provides connectivity, communication technology and client support to staff in the organizations of the UN City, Copenhagen.
DESCRIPTION OF DUTIES:
Under the supervision of the Infrastructure and Support Services Officer, the incumbent provides day-to-day service desk and proximity support to WHO end-users, responding to queries and resolving incidents and problems on Information and Communications Technology issues. In addition, the incumbent has responsibility to provide IT support to meetings and conferences, and at times support for audio and video collaboration, and/or Microsoft Office.
Key duties:
- Service Desk Functions (60%)
- Help Desk Functions
- Provide IT end-user support (and coordination thereof) at all levels in an operational IT call centre/service desk environment with service desk call support via phone, e-mail, and direct user contact;
- Provide, as a priority, remote support by phone or through client management tools;
- Prioritize requests for troubleshooting and resolution of software and hardware issues at the client workstation when incident resolution cannot be made remotely;
- Support the use of computer equipment by traveling users, visitors and infrequent users;
- Advise users in the procurement of standard hardware and software;
- Use service desk trouble ticket systems to record and track the resolution of incidents.
- Infrastructure and Network support
- Workstation or laptop hardware setup and administration, image management and configuration to WHO standards, including client hardware troubleshooting, maintenance and servicing, client connection to the local network domain;
- Manage the provision of individual or group accounts (AD or WIMS);
- Support WHO’s remote access products including management, issuance and activation of the security token devices and resolving related user systems access issues;
- For WHO/GPN, identify GPN-related issues and escalate to GSD or HQ ITT for non-EURO issues.
- Applications Support
- Escalate second level support to the ICT/IAM team for EURO applications or to other ICT support staff in the technical divisions or to the infrastructure staff for applications hosting issues;
- Escalate WHO Corporate systems-related issues to the WHO GSD (Global Service Desk);
- Provide limited support to specialized applications and tools;
- Provide basic support to access shared files and SharePoint workspaces. Escalate to IAM for 2nd level support;
- Hardware and assets management
- Maintain loan pool of ICT equipment including laptops, video conferencing equipment, cables, etc.;
- Coordinate with ASC for the management of ICT Fixed Assets in compliance with WHO e-Manual provisions.
- Communications, learning and maintenance of ICT knowledge base
- Propose communications to all staff on relevant issues;
- Maintain ICT knowledge base of help desk procedures, products and services;
- Recommend e-Learning and online trainings for users, prepare and conduct training sessions.
2) Audio and Video Collaboration Support (events) (40%)
- Provide Video Conferencing support in specially equipped VC rooms and if required establish the connection and maintain oversight of connectivity for the entire session;
- Provide landline, satellite phone, and mobile telephony support. Support includes system management, configuration, accounts management with service provider, billing, procurement and distribution of devices;
- Support for use of audio and video technologies on a range of devices ranging from desktop devices (telephone, PC, laptop), mobile devices (smart phone, tablets) and ranging from point-to point to multipoint support over the internet and mobile networks.
3) Other Support
- Provide other support as may be required;
- Cover for absence of other ICT Service Desk staff.
REQUIRED QUALIFICATIONS:
Education:
Essential: Completion of secondary school or equivalent.
Desirable: Higher education is an advantage.
Training:
Essential: Formal training in computer support areas or demonstrated experience in helpdesk / proxy support and conference support. Microsoft Office and Microsoft SharePoint.
Desirable: Training in conference support technologies of a particular advantage.
Experience:
Essential: At least 5 year of experience in Information Technology support, experience in user support in a large networked and PC based environment, with strong knowledge in service desk/call centre systems, incident and problem handling and escalation. Good knowledge of phone handling techniques and in dealing with demanding customers in a service delivery role and/or a multicultural environment. Knowledge of MS SharePoint. Advanced knowledge of Windows, desktop, notebook, and printer technologies. A hands-on experience with conference support systems including various Audio / Video components. Detailed knowledge of MS Office templates and scripting technologies.
Desirable: Experience with WHO rules and regulations, procedures and practices, and WHO applications, ITIL.
Use of Language skills:
Required: Excellent (mother tongue/advanced) knowledge of English.
Desirable: Working (intermediate level) knowledge of French, German and/or Russian.
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