This position is located in the Office of the High Commissioner for Human Rights in the Programme Support and Management Services, Information Management and Technology Section, Enterprise and Infrastructure Unit and the IT Services Desk Team . The incumbent reports directly to the Supervisor of the IT Service Desk Team.
Responsibilities:
Assists in monitoring OHCHR computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
Assist in performing software distribution updates, scripting, testing and support.
Performs research into new versions of centrally supported software and performs beta testing, production rollout and post production support.
Performs 2nd level desktop troubleshooting in conjunction with the IT Service Desk.
Maintains and updates files (electronic and paper) and internal databases.
Performs other related duties as required.
Receives and logs problem calls or service requests in the automated tracking system with minimum delay.
Attempts to resolve as many problem calls or service requests on initial contact.
Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
Provides basic training to end-users on the use of standard systems.
Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problems or to complete task, problems encountered, current status, etc.
Escalates problems to the appropriate parties in accordance with established procedure.
Detects problem patterns and recommend solutions.
Keeps abreast of developments in technology both in the UN and in the industry in general.
Performs other related duties as required.
Receives, unpacks, and inspects all incoming assets.
Troubleshoots, cleans, and repairs/rebuilds equipment.
Performs hardware and software configuration in accordance with established procedure.
Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition.
Monitors inventory levels and alert supervisor when low thresholds are reached.
abreast of developments in technology in the UN and in the industry in general.
Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
Performs other duties as required.
Receives and logs service requests in the automated request management system.
Creates and assigns work orders in accordance with established procedure.
Liaises with other areas of ITSD to facilitate completion of service requests.
Provides advice to clients regarding ITSD standards and workflow processes.
Write and review documentation for the Sharepoint site.
Performs quality assurance procedures to ensure client satisfaction.
Escalates problems encountered to the supervisor.
Performs filing and record-keeping tasks for the unit.
Keeps abreast of latest ITSD standards and technology.
Performs other duties as required.
May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis.
May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.
May be required to visit user’s premises to resolve problems on their servers or desktop PCs.
May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.
Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
Requirements:
A minimum of Five (5) years of experience in IT Support is required.
The minimum years of relevant experience is reduced to 3 for candidates who possess a first-level university degree or higher.
Out of the five years, one (1) year in IT Support preferably in the United Nations is desirable.
English and French are the working languages of the United Nations Secretariat.
For this job opening, English is required. French is desirable.
