IT Service Desk Assistant - UNRWA
UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions.
Consultant – IT Service Desk Assistant; HQ Gaza (Local)
BACKGROUND
UNRWA Information Management and Technology Department (IMTD) is seeking an IT Service Desk Assistant who will enhance the capacity of the team, to support the operations in the delivery of support services to its customers following the IT frameworks and standards and support of demanding customers from a service desk perspective.
DESCRIPTION OF DUTIES AND RESPONSIBILITIES (part or all the following)
- Act as a single point of contact for all incoming service requests, log all incoming service desk to the service desk system.
- Maintains a log of the ICT forms requesting ICT services and open tickets; assigns forms to ICT Service Desk staff and files these forms.
- Analyzing and resolving incidents according to established operational procedures.
- Escalating incidents when necessary and identifying and employing measures to prevent recurrence. Managing support requests until closure
- Produce monthly reports and statistics from the service desk system.
- Follows up on pending service desk tickets with users, updates them with progress and follows up with the ICT service desk team on pending requests.
- Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
- Assisting in developing or improving technical service policies or technical documentation
- Producing technical documentation or user manuals as required.
- Performing other duties as required.
MINIMUM QUALIFICATIONS AND EXPERIENCE
- A university degree from an accredited educational institution in Computer Science, Information Technology, Engineering, or related discipline.
- A minimum of 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills.
- knowledge in the Microsoft for Education environment.
- Fluency in spoken and written English.
COMPETENCIES
- Excellent English written and verbal communication skills, interpersonal and collaborative skills.
- High degree of initiative, dependability, and ability to work with minimal supervision.
- High level of personal integrity, as well as the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
- Ability to deliver quality results.
- Excellent writing and presentation skills
- Strong analytical and problem-solving skills.
- Language fluency in English is required (verbal and written).
- Excellent telephone manners, interpersonal skills.
- Teamwork skills.
- Emotional intelligence in customer service.
DESIRABLE QUALIFICATIONS:
ITIL Certification
CONDITIONS OF SERVICE
- The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds.
- Remuneration for this consultancy will be around $1,050.20 per month, salary subject to candidates’ qualifications and experience.
APPLICATION PROCESS
Applicants should submit a cover letter and CV or UN Personal History Form clearly demonstrating the knowledge and experience required to meet the consultancy requirements via consultancy@unrwa.org indicating the title of this consultancy “IT Service Desk Assistant” in the subject line. The deadline for the submission of applications is 12 Aug 2021.
UNRWA encourages applications from qualified women. Only those applicants shortlisted for interview will be contacted. UNRWA is a non-smoking environment.