ICT Service Desk Associate

ORGANIZATIONAL SETTING

The Finance and Support Services Department (FSSD) provides effective delivery of IDLO’s finance, reporting, procurement, and information & communication technology to help deliver IDLO’s activities, thereby contributing to IDLO’s ability to strategically fulfil its mission. This also encompasses the optimization of IDLO’s internal policies, processes, and extends to its organizational planning, target-setting, and performance measurement. The Department plays a key role in creating and implementing IDLO’s vision of a networked organization, incorporating the principles of matrix management and promoting an environment of shared resources. The Department is an essential enabler to support cross-functional teams to coalesce around initiatives and projects.

THE POSITION

The ICT Service Desk Associate shall provide helpdesk support to all IDLO users.

Under the direct supervision of the ICT Manager, the incumbent will perform the following tasks:

• Provide technical support (Tier 1 and 2) to users globally.
• System maintenance and upgrade - carry out activities of help desk, technical support, asset management, and log/data entry in the Service Desk platform.
• Remote and onsite support for video conferencing services and events – setup, testing and schedule virtual meetings/calls based on users’ requests; operate and troubleshoot onsite/virtual video conferencing systems; answer questions of users related to videoconferencing and create/maintain documentation for each conferencing platform.
• Follow internal ICT business processes, provide recommendations as needed.
• Meet service level agreements - carry out the work as per IDLO standard processes to ensure that SLAs are met and service requests resolved in a timely manner, including by escalating issues as required.
• Work alongside external vendors - as required, work alongside external vendors who have been engaged to carry out various tasks and deliverables.
• Plan and organize basic training to users on a regular basis and as required to ensure that users can competently use key business applications without the need for ICT support; and
• Perform any other relevant assignments requested by the supervisor.

Education and Work Experience

•  Diploma in Computer Science, Computer Engineering or Management Information Systems.
• Minimum 3 years of experience in a Help Desk role and environment.
• Certification or training in Customer Services and ITIL would be an advantage.
• Experienced in understanding TCP/IP.

Languages

• Fluency in English and Italian is required. Knowledge of either French or Spanish would be an advantage.

Specific knowledge, skills and competencies

• Full Proficiency in Microsoft Office 365 suite and client-side technologies (Win 10, TeamViewer, OneDrive, SharePoint, MS Teams, etc.).
• Demonstrated experience providing technical assistance with audio/video conferencing equipment (Polycom, Ayno) and any online webinar/meeting platforms (GoToMeeting, Zoom, Webex, etc.).
•  Understanding of video conferencing related protocols.
•  Experience setting up, monitoring video conferencing systems and VoIP telephony environments.
• Knowledge of computer hardware maintenance and repair.
• Experience with computer and printer troubleshooting.
• Flexible, with the ability to manage multiple projects with minimal supervision.
• Works well with others, share information, contributes, encourages, and motivates others to become involved in team activities.
• Keen sense of ethics, integrity, credibility, and commitment to IDLO’s mandate.

TERMS AND CONDITIONS

This vacancy is open to candidates who are Italian nationals, or with permanent resident status or other legal authorization permitting to work in Italy. An employee subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to internationally recruited employees. 

For this locally recruited position, IDLO shall offer the selected candidate an Affiliate Contract of 24 months, with the possibility of extension, depending on satisfactory performance and continued funding availability.

IDLO shall offer a yearly basic salary of Euro 25,236 and additional benefits package including provident fund contribution, health insurance and leave entitlements in accordance with IDLO Employee Regulations and Rules.

Salaries and benefits paid by IDLO to employees are exempt from taxation in Italy.

In the interest of making most effective use of resources, only the short-listed candidates will be contacted during the selection process.

DISCLAIMER AND CLOSING DATE

The above statements are intended to describe the general nature and level of the work being performed by the employee assigned to this work. This is not an exhaustive list of all duties and responsibilities.

IDLO reserves the right to amend and change responsibilities or even to cancel the recruitment to meet business and organizational needs as necessary.

Application deadline: 27 August 2020 (23:59hrs Rome Time).

Applications will be reviewed on a rolling basis and candidates are encouraged to apply as soon as possible.