Service Desk Officer
Org. Setting and Reporting
JFO IMTD will lead the implementation and design for education digital transformation
project (KFW) which will expand access to devices & connectivity for students and teachers,
and it will also contribute to improving the schools infrastructure, including and not limit to
upgrade the school network infrastructure, internet connectivity, provide the needed wireless
access to school facilities and class rooms, configure the tablet. we expect an increase in
incidents and service requests while implementing the digital transformation project for
education which is funded by KFW. Accordingly, as project proposed two positions of ICT
Service Desk Officer to assure continuity of the providing efficient support to response for the
digital transformation project, which requires two years of support.
•Title of Supervisor: Senior Service Desk Officer
•Title of Supervisee/s: N/A
Responsibilities
•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;
1. Fulfilling end-user requests for ICT services, including access to application systems and
computer or mobile resources.
2. 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
3. Identifying and resolving/escalating reported applications systems functional and/or
operational issues and problems in coordination with the second-level support teams.
4. Maintaining and updating standard Service Desk information management system,
including the status of all assigned service requests and incidents;
5. 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;
6. Collecting and analyzing end-user feedback and making recommendations to the
appropriate internal team.
7. Conducting ongoing end-user training needs assessment with the substantive contribution
to developing end-user training materials.
•Receives and installs new or updated existing end-user ICT hardware, mobile devices, and
software, including the 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.
Skills
Competencies
•Planning and Organizing
•Communication
•Teamwork Education
•A university degree in computer science, information technology, electrical or computer engineering, or other related disciplines. Job Specific Qualifications Work Experience 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. Languages
•Good command of spoken and written English and Arabic Assessment
•Competency-based Interview.
•Technical Test.
Special Notice Contract Status: LDC Band F/S1 for 1 year with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need.
Benefits: Band F/S1, Monthly Salary from JD 1,057.70 Other benefits include Medical Insurance. Dependency allowance is subject to eligibility.
Department/Office: IMTD/ JFO Service Unit Duty Station: Zarka Area Office and to establish roster for other areas Other information The applicant must have a valid driving license for Manual Gearbox is required Equivalency When the minimum requirements are not fully met, the Director of Human Resources may exceptionally substitute part of the unmet requirements with a combination of relevant academic qualifications and progressive relevant work experience. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.
