Service Desk Technician

OVERVIEW

Post Number : KMI/PA004

Grade : G-5

Parent Sector : Sector For Administration and Management (ADM)

Duty Station: Paris

Job Family: Computer Sciences / Information Technologies

Type of contract : Project Appointment

Duration of contract : 1 year

Recruitment open to : Internal and external candidates

Application Deadline (Midnight Paris Time) : 07/08/2020

 

UNESCO Core Values: Commitment to the Organization, Integrity, Respect for Diversity, Professionalism

 

​​​​​​(Only candidates who are entitled to work in France may apply to this position).

Duration of contract: 1 year with possibility of extension subject to availability of funds and performance. 

OVERVIEW OF THE FUNCTIONS OF THE POST

Under the overall delegated authority of the Chief Information Officer (CIO) and the direct supervision of the Head of Unit (KMI/IOP/SDU), the incumbent provides basic technical support and assistance on hardware and software systems applications to users based at Headquarters and in the Field including all personnel connected to UNESCO's network.

 

The incumbent of the post will:

• Monitor and respond quickly and effectively to requests received through the IT Service Desk tracking system (START+) or hotline (11), provide expertise and advice to users to help diagnose and resolve their computer or system equipment issues.
• Use remote access to take control of  computers and remedy incidents (visit office locations only when really necessary).
• Modify configurations, utilities, software default settings, etc. for the local workstation as necessary.
• Resolve 60% of level 1 incidents, requests on first call; close related tickets.
• Continuously monitor the system for tickets assigned to the queue and process first-in first-out based on priority/ impact.
• Assist with on-boarding of new users.

Long Description

• Install, test and configure new workstations, peripheral equipment using standard hardware, images and software.
• Ensure that each workstation has a computer, monitor, keyboard, mouse, hard drive and any additional specialized equipment according to standards.
• Ensure that each workstation is connected and works properly (access to applications, email, File shares, Internet, etc.).
• Assign computers to proper groups in Active Directory.
• Monitor and use the IT helpdesk tracking system (START+) including recording calls, the incident experienced and the resolution. If an incident is not immediately fixed, follow up with additional instructions or information.
• Collect necessary additional information and redirect problems to appropriate level 2 resource (KMI/IOP, KMI/FAM, KMI/DEV etc.); identify and escalate situations requiring urgent attention or unresolved issues. Provide summary reports.
• Collect equipment returned from sectors; evaluate and repair, reinstall as necessary for reuse, use as spare parts or send for recycling; participate in maintaining an inventory of equipment in stock; install equipment for conferences or specific events as necessary.

COMPETENCIES (Core / Managerial) Accountability (C) Communication (C) Innovation (C) Knowledge sharing and continuous improvement (C) Planning and organizing (C) Results focus (C) Teamwork (C) - For detailed information, please consult the UNESCO Competency Framework. REQUIRED QUALIFICATIONS

 

Education

• Completed secondary, technical and/or vocational education.

 

Work Experience

• At least five (5) years of relevant professional experience in end-user support and/or system administration.

Long Description

Skills/Competencies

• Excellent interpersonal and communication skills.
• Ability to set priorities and to organize work independently based on established guidelines and general direction from the supervisor.
• Ability to work under pressure, to deal with complex situations and flexibility to adjust work schedules and priorities.
• Good time management skills.
• Discretion and capacity to deal efficiently and tactfully with people of different cultural backgrounds.
• Excellent IT skills (Windows, Office Suite, Teams, etc.).
• Commitment and reliability.
• Attention to detail / meticulousness, efficiency in the organization/classification of information/documentation.
• Team-spirit/Open personality and capability of creating good inter-personal relations.

 

Languages

• Excellent knowledge of English or French and good knowledge of the other language.

DESIRABLE QUALIFICATIONS

 

Education

• A knowledge of or ITIL certification.

 

Work Experience

• Relevant experience in an international environment.
• Practical experience in using Powershell.
• Relevant experience in Exchange Server.
• Practical experience in using and/or supporting Microsoft collaboration tools.

 

 

Long Description BENEFITS AND ENTITLEMENTS

UNESCO’s salaries consist of a basic salary and other benefits which may include if applicable: 30 days annual leave, family allowance, medical insurance, pension plan etc.

 

For more information in benefits and entitlements, please consult ICSC website.

SELECTION AND RECRUITMENT PROCESS

Please note that all candidates must complete an on-line application and provide complete and accurate information. To apply, please visit the UNESCO careers website. No modifications can be made to the application submitted.

The evaluation of candidates is based on the criteria in the vacancy notice, and may include tests and/or assessments, as well as a competency-based interview. 

UNESCO uses communication technologies such as video or teleconference, e-mail correspondence, etc. for the assessment and evaluation of candidates.

Please note that only selected candidates will be further contacted and candidates in the final selection step will be subject to reference checks based on the information provided.

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UNESCO applies a zero tolerance policy against all forms of harassment.

UNESCO is committed to achieve and sustain gender parity among its staff members in all categories and at all grades. Furthermore, UNESCO is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities, as well as nationals from non-and under-represented Member States (last update here) are equally encouraged to apply. All applications will be treated with the highest level of confidentiality. Worldwide mobility is required for staff members appointed to international posts.

UNESCO does not charge a fee at any stage of the recruitment process.