Service Desk Technician

  • Full Time
  • Turkey

World Health Organization

JOB OPPORTUNITY

Grade: G5
Contractual Arrangement: Fixed-term appointment
Contract Duration (Years, Months, Days): 1 year
Job Posting: Mar 24, 2023, 7:46:15 AM
Closing Date: Apr 9, 2023, 3:59:00 PM
Primary Location: Türkiye-Istanbul
Organization: EU/BOS Division of Business Operations
Schedule: Full-time

IMPORTANT NOTICE: Please note that the deadline for receipt of applications indicated above reflects your personal device’s system settings.

Information on appointment types, staff categories, remuneration and benefits can be found here: https://www.who.int/careers/staff-appointments

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.

  1. Key duties:

Service Desk Functions (60%)

a. 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.

b.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.

c. 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;

d. 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.

e.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.

WHO Competencies
Teamwork
Respecting and promoting individual and cultural differences
Communication
Producing results
Knowing and managing yourself

REMUNERATION
United States Dollars 16,208 as starting annual net base salary exempt from local income tax (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave. For more information on the applicable salary scale for Türkiye: https://www.un.org/Depts/OHRM/salaries_allowances/salaries/turkey.htm

ADDITIONAL INFORMATION

  • This vacancy notice may be used to fill other similar positions at the same grade level
  • Only candidates under serious consideration will be contacted.
  • A written test may be used as a form of screening.
  • In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
  • Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.
  • For information on WHO’s operations please visit: http://www.who.int.
  • WHO is committed to workforce diversity.
  • WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.
  • WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.
  • WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
  • This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.
  • Applications from women are particularly encouraged.

To apply for this job please visit careers.who.int.