IT Support Assistant

OBJECTIVES OF THE PROGRAMME

The Centre is a Headquarters office under the Business Operations division. The Centre currently houses several independent teams: one attached to the Office of the Director-General, one attached to the Department of Human Resources and Talent Management, one attached to the Procurement and Supply Services Department and one attached to the Information Management and Technology. The Centre is being expanded, thus allowing an extension of its office space for outposted HQ functions and of its meeting space and facilities.

DESCRIPTION OF DUTIES

Provides IT support to users in the proper operation of their computer systems (laptops and desktops) telephony, printing and network connectivity in coordination with the GSD and ESS to resolve general and user-specific IT issues.

Provides proximity support to end-users as requested by the central help desk when remote management techniques are not enough.

Is responsible for the coordination and preparation of IT support needs, equipment, software installation and video conferencing needs of the entire duty station.

Ensures that WBC staff travelling with a WHO laptop can access the WHO resources.

Sets up personal computers and phones for new staff members; coordinates with GSD and ESS to set up accounts, mailboxes, phone extensions and application access.

Delivers introduction sessions on how to use shared drives, printers, and other IT services.

Provides briefings for new users or advises users about upgrades and new features.

Provides second-level troubleshooting and resolving of hardware and support issues.

Troubleshoots and resolve hardware and software support issues related to non-standard configurations, including visitor notebooks.

Manages the equipment loan pool in WBC (laptops, printers, power and telephone adapters, projectors, desktops, monitors).

Provides meeting support to all units located in WBC.Creates and updates user documentation and performs end user coaching and training as required.

Advises units when equipment needs replacing and on most appropriate hardware and software for their needs.

Assists users in the procurement of hardware and software in WHO catalogue and non-WHO catalogue.

Creates file level data management solutions including creation of groups, folders, and the setting of access rights.

Works directly with users to assess team structures and relationships to determine the most rational configuration.

Provides solutions and assistance to users and teams with space management and data migration problems.

Organizes store room in efficient manner.

Manages the IT equipment storage ensuring all IT equipment is correctly inventoried and assigned to owner units.

Advises and assists in disposal of old equipment in coordination with the Asset Management unit (AMG).

Within the Meetings Rooms, oversees the proper operation of specialized computer equipment (laptops, projectors and VC system) for use of users at WBC and visitors.

Helps set up video conferences and resolves issues with VC sessions.

Ensures that the all the IT equipment in the Meetings Rooms are well working and all the documentations are updated.

Maintains data storage systems, including the transferring of data between different types of storage media, such as hard disks, etc.

Organizes and schedules production runs of documented application programs/systems and utility programs.

Coordinates with local service providers to resolve issues related to telephony, Internet and printing.

Coordinates with Dell and contracted partners to resolve issues with server and personal computer hardware and replaces faulty parts.

Coordinates with the local facilities provider to resolve issues with the server room and cabling.

Operates and maintains supplies (consumables) for peripheral equipment (printers, etc.)

Ensures that backup and security procedures are adhered to in daily computer operations.

Assists and organizes the network management of the WHO Budapest Centre ensuring patch networks with local network areas.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school education
Desirable: IT Certifications in Microsoft Office/Windows XP Support/hardware.

Experience

Essential: At least 5 years' experience in user IT support and training in a large networked PC based environment, including experience in large-scale migrations and deployment.
Desirable: AIMManage Soft experience. Experience in WHO computing environment, including WHO developed applications, and WHO rules and procedures.

Skills

Knowledge of WHO HQ workstation operating systems and applications. Knowledge of various generations of Intel PC hardware. Familiarity with LAN technologies. Good familiarity with service desk systems, incident handling and escalation. Some knowledge of ACD and phone handling techniques. Good knowledge of Windows clients and Microsoft Office. Good knowledge of desktop and notebook technologies, and printers. Good knowledge of Windows servers and basic network technologies. Other required competencies include Producing Results and client orientation.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Producing results

Use of Language Skills

Essential: Expert knowledge of 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 HUF 5,267,000 (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.

• Staff members in other duty stations are encouraged to apply.

• For information on WHO's operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO's workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.

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

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.