Officer, Service Desk

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian network, reaching 150 million people each year through its 190 member National Societies. We act before, during and after disasters and health emergences to meet the needs and improve the lives of vulnerable people.

The IFRC is served by a Secretariat based in Geneva, with regional and country offices throughout the world. The Secretariat is led by the IFRC Secretary General and he provides the central capacity of the IFRC to serve, connect, and represent National Societies. The Secretariat’s focus includes providing support to the IFRC governance mechanisms; setting norms and standards; directing and coordinating international relief operations, resource mobilization, technical support including providing guidance; ensuring consistency, coordination and accountability for performance; knowledge sharing; promoting collaboration within and respect for the RCRC Movement; and expanding engagement with partners. The Secretariat’s headquarters is organized in three main business groups: (i) Partnerships, including Movement and Membership; (ii) Programmes and Operations; and (iii) Management.

The Information Technology Department (ITD) has the dual role of providing cost effective information and communications technology (ICT) solutions to enable the geographically distributed staff of the secretariat to function effectively, as well as advising National Societies on developing their use of ICT. The department provides all ICT services for the Secretariat with staff based in Geneva, Budapest and at important locations worldwide. Increasingly the IT department facilitates the development and sharing of best practices in ICT by National Societies and contributes to their ICT development, strengthening and capacity building.  

The IFRC is in the process to establish a Global Services Centre (GSC) in Budapest, Hungary and the IT services 
will be partially moved there as the first global shared service component.

The Geneva based IT department is led by the Director, IT. The two Unit Managers (in Geneva & Budapest) are key members of the global IT department management team along with the Advisor, Innovation and National Society Development, contributing to the development and implementation of an IT strategy that best serves the IFRC’s business needs.

The Officer, Service Desk reports to the Team Leader, Service Desk in Budapest.

The job purpose is to:

• deliver a high quality information and communication technologies support services to end user community, with a focus on incidence management, service requests and the service desk function;
• participate in the work of project teams to test the new systems that are being introduced;
• guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework;
• identify operational procedures gap and contribute to their development in alignment with the end users support activities requirement, maintain them up to date and provide structured support advice to the various IFRC stakeholders and end users.

All services provided by the Officer, Service Desk are tracked and reported on by using IT Service Management software tools (EasyVista), with focus on resolution of issues within defined service levels.

• Provide Level-1 service desk services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
• Assist end-users remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.
• Acquire and maintain know-how on existing and newer IT systems in use to provide effective support to end-users.
• Ensure quality and efficiency of services provided, while respecting operating methods defined within the ITD quality standards.
• Take preventive measures to warranty IT services availability and avoid potential interruptions from an end user satisfaction level.
• Maintain the operational knowledge base in the Service Management Tool; record incident; provide quality advises during resolution; update knowledgebase.
• Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity.
• Assist in developing accurate statistics and reports from EasyVista (IT Service Management tool), provide periodic performance reports.
• Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.
• Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
• Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.

Duties applicable to all staff:

• Actively work towards the achievement of the IFRC’s goals.
• Abide by and work in accordance with the Red Cross and Red Crescent principles.
• Perform any other work related duties and responsibilities that may be assigned by the line manager.

Required:

• Degree in Information Technology.
• ITIL certification or equivalent.

Required:3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents.

• Proven track record of service desk experience with high level quality requirement.

Required:

• Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation).
• Good experience to receive user demands through various communication channels such emails and phone calls.
• Excellent knowledge of a Service Management Tool and support workflow usage (EasyVista preferred).
• Excellent knowledge of MS Windows 7 & 10 operating system environment and related end users support requests.
• Excellent knowledge of MS Office 2016 application suite and related end users support requests.
• Good knowledge of MS Active Directory concepts and user account management (MACD).
• Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests.
• Proven interpersonal and ability to communicate and coordinate with stakeholders across different internal/external teams for specific maintenance or support activities.
• Well organized, able to work under pressure and manage emergencies.
• Fluently spoken and written English and Hungarian.

Preferred:

• Good knowledge of Microsoft Outlook and related issues, resolutions.
• Good knowledge of additional services under Office 365 (OneDrive and ooDrive).
• Good knowledge of end-user computer monitoring (MS inTune preferred) and associated monitoring and reporting features.
• Adept at analysis, problem solving, solution and end-user result oriented.
• Affinity for team work, collaborative attitude, open-minded and adaptable.
• Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy.
• Good command of another IFRC official language (French, Spanish or Arabic); Knowledge on Russian is an asset.

Competencies:

• Accountability
• National Society relations
• Teamwork
• Flexibility
• Strategic Orientation
• Development
• Integrity
• Collaborative, influential
• Managing performance
• Building alliances
• Building trust
• Effective communication

Comments: This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.