Lebanon: ICT Service Desk Officer

1. 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;

2. Fulfilling end-user requests for ICT services, including access to application systems and computer or mobile resources;

3. 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;

4. Identifying and resolving/escalating reported applications systems functional and/or operational issues and problems in coordination with the second level support teams;

5. Maintaining and updating standard Service Desk information management system, including status of all assigned service requests and incidents;

6. 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;

7. Collecting and analyzing feedback from end-users and making recommendations to the appropriate internal team;

8. Conducting ongoing end-user training needs assessment with substantive contribution to the development of end-users training materials.

9. Receives and installs new or updates existing end-user ICT hardware, mobile devices and software, including 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;

10. 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;

11. 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;

12. Performs such other duties as may be assigned.

If you have the skills and experience required above, and want to make an active and lasting contribution to improving the lives of Palestine refugees, then register on http://jobs.unrwa.org by creating a personal profile and completing the UNRWA Personal History Form; it is the responsibility of the candidates (internal and external) to make sure that their Personal History Form is duly completed with the needed information before they apply as amendments to the Form will not be accepted after the deadline of the vacancy announcement. Only applications received through this website will be considered and the system will not allow applications after the deadline. Please note that UNRWA only accepts degrees from accredited educational institutions. Candidates may also be invited to take a technical exam in order further evaluate their qualifications for the post. Due to a high volume of applications received, only short-listed applicants will be contacted –“سيتم الإتصال فقط بالأشخاص الذين تنطبق عليهم متطلبات الوظيفة”. The United Nations does not charge a fee at any stage of the recruitment process. The United Nations does not concern itself with information on bank accounts. For further information in how to apply for a post, please visit the following link: https://www.youtube.com/watch?v=JreyKoXXKEA&feature=youtu.be

For any queries please send an email to: recruitmentquestions@unrwa.org. Please apply as requested above, do not send your CV To this email address, all cvs sent to this email address will be automatically ignored. يرجى تقديم الطلبات حسب التعليمات اعلاها وعدم ارسال السيرة الذاتية الى هذا البريد الالكتروني, سيتم تجاهل السير الذاتية التي ترسل الى هذا العنوان تلقائيا. or contact the recruitment unit on 009611830403.