IST User Support Assistant

OBJECTIVES OF THE PROGRAMME

The Information and Technologies Management Unit (ITM) provides information and technologies management services to WHO programmes, including the Inter Country Support Team Offices (IST), and 47 WHO country offices in the African region.

The Unit is also responsible for the formulation, implementation, and coordination of ICT strategies and policies in the region.

PURPOSE OF THE POST

The IST User Support Assistant provides specialised and non-specialised support to users regarding computer related problems (software and hardware) at the IST office.

DESCRIPTION OF DUTIES

The incumbent will be responsible for the following functions\:

Support users in all application, software and hardware related issues;

Respond, in a timely basis, to users’ requests and update the FAQ and QA database accordingly;

Record and manage requests using the official Ticket System software

Ensure the troubleshooting of computers, printers and other devices;

Install, configure and maintain standard desktop configurations;

Install and support printers, scanners and other similar devices;

Generate and maintain standard desktop configuration images for each model of desktop/laptop;

Ensure software and applications’ troubleshooting;

Install necessary specific drivers and applications on computers;

Contribute to the delivery of end-users’ trainings in office applications, such as Microsoft office suite and other tools;

Provide IT support during meetings held in the office;

Install and configure mobile devices (smartphones, tablets) as necessary;

Support the identification of staff ITM capacity and skills gaps, propose and implement agreed skill enhancement and training measures; 

Performs other duties as required.

REQUIRED QUALIFICATIONS

Education

Essential\: Completion of secondary school education and technical training in electronics/telecommunications, computer sciences or any other related field.

Desirable\: Microsoft trainings/certifications will be an important asset.

Experience

Essential\: A minimum of eight years’ experience in IT customer services and in an IT service-desk environment.

Desirable\: Experience with UN Agencies would be an added advantage.

Skills

Good knowledge of Microsoft Office and collaborative tools (SharePoint, WebEx, etc.)

Good aptitude in the analysis and the resolution of the problems by using the tools and the resources available;

Good aptitude to write technical documentation;

Ability to support, and maintain applications, apply IST knowledge to practical situations and support internal customers with IT assistance; 

Computer Proficiency in all major programmes and computer software applications.

WHO Competencies

1)    Producing results

2)   Teamwork

3)   Creating an empowering and motivating environment

4)  Communication

5)  Respecting and promoting individual and cultural differences

Use of Language Skills

Essential\: Excellent written and verbal communication in English.

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at USD 28,343 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

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 has a smoke-free environment and does not recruit smokers or users of any form of tobacco.