About UNRWA Senior Service Desk Officer
If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. UNRWA Senior Service Desk Officer reports to the Head, Field Information Management and Technology Office (FIMTO).
Supervisees and Technical Guidance provided: The number and type of staff assigned for supervision and technical guidance will depend on the assigned work. The assigned team may comprise Service desk posts in various categories including consultants and temporary staff.
UNRWA mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions.
UNRWA Senior Service Desk Officer Summary Details
- Job Opening ID: 247672
- Job Network : Management and Administration
- Job Family : Administration
- Duty Station : FO Syria
- Department/Office : United Nations Relief and Works Agency (UNRWA)
- Date Posted : Nov 18, 2024
- Deadline : Dec 1, 2024
UNRWA Senior Service Desk Officer Responsibilities
#1. Plans and manages the technical and administrative aspects of IT service desk function, in line with established Agency service delivery policies, procedures and standards
#2. Coordinates and organizes deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgates to users of such systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced
#3. Manages end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administers relevant service contracts preparation and management; prepares survey reports for obsolete or surplus end-user Information Management and Technology (IMT) assets and other resources. Coordinates preparation and certifies applicable Requests for Purchase for end-user hardware and software; coordinates with Procurement and Logistics Office on related procurement activities;
#4. Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required
#5. Performs administration, maintenance, and support of relevant on-premise and cloud IMT resources and systems related to end-user services
#6 Develops, implements, and maintains standards, policies, procedures, guidelines and technologies related to IT service management processes based on ITIL such as Incident, Request fulfillment, Change and Problem Management, in coordination with all stakeholders
#7.Ensures accurate end-user IMT resources (e.g., workstations, laptops, mobile devices, software etc.) inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system;
#8. Complies with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines, conducting training to business counterparts and team members as required;
#9. Performs other duties as may be assigned by the supervisor(s).
UNRWA Senior Service Desk Officer Competencies
UN Core Values of Professionalism, Integrity and Respect for Diversity and Core Competencies of Communication, Working with People and Drive for Results apply by default. Default managerial competencies may apply.
- Leading and Supervising
- Learning and Researching
- Relating and Networking
- Following Instructions and Procedures Planning and Organizing
Education
- A university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering or related discipline is a must have for UNRWA Senior Service Desk Officer position.
- Certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or other related Microsoft cloud-based systems and applications
- IT Service Management certification such as ITIL foundation.
Work Experience
- The UNRWA Senior Service Desk Officer must have six years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery is required
- Advanced experience and knowledge of Microsoft Office on-premise and cloud-based solutions such as Microsoft 365 platform and related messaging and collaboration systems, and content management systems.
- Good experience with LAN management, Video Conferencing technology operations, Email and Active Directory (AD) administration is required for the UNRWA Senior Service Desk Officer role.
N:B
THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA SENIOR SERVICE DESK OFFICER) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS. Click Here for Application Details
Closing date: Monday, 2 December 2024
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