IT Service Desk Assistant - UNRWA

IT Service Desk Assistant - UNRWA 

• Posting Title: Consultant - IT Service Desk Management Assistant, (Local) (HQ Gaza)
• Department/Office: United Nations Relief and Works Agency (UNRWA)
• Duty Station: HQ Gaza
• Posting Period: 28 February 2022 - 13 March 2022
• Job Opening Number: 22-UNRWA - Information Management - Gaza-175855-Consultant
• Staffing Exercise N/A

Work Location

Gaza

Expected duration

• The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds.
• Remuneration for this consultancy will be USD 1,050.20 (Grade 10), depending on fund availability, qualifications, and relevant experience.
• The incumbent will be based in Gaza.

Duties and Responsibilities

1. • Act as a single point of contact for all incoming service requests, log all incoming service desks to the service desk system.
2. • Maintains a log of the ICT forms requesting ICT services and open tickets; assigns forms to ICT Service Desk staff and files these forms.
3. • Analyzing and resolving incidents according to established operational procedures.
4. • Escalating incidents when necessary and identifying and employing measures to prevent a recurrence. Managing support requests until closure
5. • Produce monthly reports and statistics from the service desk system.
6. • 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.
7. • Assisting in updating the technical information database, the Service Desk knowledge base, and The workflow and procedures.
8. • Assisting in developing or improving technical service policies or technical documentation
9. • Producing technical documentation or user manuals as required.
10. • Performing other duties as required.

Qualifications/special skills

Academic Qualifications:

• A university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering, or related discipline;

Experience:

• A minimum of 2 years experience in a Service Desk environment, supporting customers, and the following functional and technical skills.
• Experience in the Microsoft for Education environment.

DESIRABLE QUALIFICATIONS:

• ITIL Certification

Competency:

1. Excellent written English and verbal communication skills, interpersonal and collaborative skills.
2. High degree of initiative, dependability, and ability to work with minimal supervision.
3. High level of personal integrity and the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
4. Ability to deliver quality results.
5. Excellent writing and presentation skills
6. Strong analytical and problem-solving skills.
7. Language fluency in English is required (verbal and written).
8. Excellent telephone manners interpersonal skills.
9. Teamwork skills.
10. Emotional intelligence in customer service.

Language:

• Excellent written and spoken English.

APPLICATION PROCESS

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