Under the supervision of the ICT Specialist (Post #71971), the incumbent is accountable for the delivery of effective and efficient Help Desk second line support services to UNICEF Liberia Country Office. Responsible for diagnosing, resolving or escalating Help Desk calls related to IT.
• Provides second line user support for all UNICEF desktop computers, printers and laptops/notebooks, docking stations, peripherals and handhelds. Resolves and closes all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.
• Provides support for Conference room and Video Conference setup.
• Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems. Works closely with IT Specialist to ensure the success of implementation.
• Provides input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard.
• Assists to create, update and organize documentation on Help Desk support processes and procedures, and to maintain internal resource databases for common utilities used by the Help Desk Analysts. Contributes to update of the database for known errors, fixes, solutions and workarounds maintained by Problem Management.
• Produces periodic (weekly, monthly) and ad hoc reports including problem and incident service call information.
JOB REQUIREMENT:
• Education: Completion of Secondary education supplemented with formal training at university level in Computer Science, Information Systems, Telecommunication, and Engineering. Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification). ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Work Experience: Five years practical work experience in information technology, requiring systematic methods of troubleshooting and analytical problem solving. Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools. Practical experience in providing technical and business Customer Support and Services. Practical experience and working knowledge of various computer platforms and applications.
• Language: Fluency in English required; good knowledge of local languages.
• Competencies: Communication, working with people, drive for results, relating and networking, deciding and initiating actions; persuading and influencing; analyzing.
Application Procedure:
Interested candidates must submit a duly completed and signed Personal History Form and/or resumé, the two latest PERs (for UN staff members), and copies of credentials, addressed to liberia_recruitment@unicef.org, Ref. VN LBRA/2012/002,
by close of business of 31 January 2012. Only applications via e-mail will be accepted.
