Roster – ICT Support Consultant

BACKGROUND INFORMATION

Within the General Secretariat, the Service Desk, a key function of the Information Services Department, serves as the primary point of contact for IT support, ensuring that users receive timely and effective assistance with their IT needs, thereby maintaining high levels of productivity and satisfaction within the organization. The Service Desk not only addresses immediate technical issues but also facilitates and enhances IT-enabled processes, contributing strategically to the alignment of IT services with business objectives.

TERMS OF REFERENCE

Under the guidance of the Service Support Manager, the consultant will utilize her/his technical expertise, problem-solving capabilities, and interpersonal skills to deliver ICT support services. The consultant will:

• Provide first and second line support to both internal (staff) and external (delegates) users remotely, via email, phone, in person (at offices, directly at the Service Desk, or during conferences and events).
• Accurately log queries, issues and resolutions related to ICT services used in ITU, utilizing the Service Desk Logging and the Tracking System for both internal and external users.
• Diagnose and resolve technical hardware and software issues. Escalate complex issues to senior IT staff or third-party vendors.
• Support the deployment, maintenance, and tracking (inventory) of digital technologies including software, platforms, systems, and web technologies.
• Provide guidance on system requirements and assist with the configuration, installation, and replacement of hardware and software.
• Support the annual and day-to-day inventory management process using SAP ERP.
• Develop and maintain user manuals, FAQs, and other documentation to provide technical support to team members and users ensuring the effective functioning of digital tools.
• Contribute to the enhancement of the current Service Desk ticketing system.
• Assist in the rollout of new tools (e.g. M365, AI, Machine learning), including quality testing and support.

CONCRETE DELIVERABLES

• Timely and accurate logs, diagnosis of complex issues, and addressing users’ inquiries and technical problems.
• Maintained detailed records in the Service Desk ticketing system.
• Collaboration with cross-functional teams and other IT staff
• Strong engagement of business owners responsible for support services and business users while fostering a positive and respectful attitude in communication.
• Valuable feedback and recommendations on the maturity and acceptance of services and processes.
• Automation solutions to ensure the smooth and reliable performance of software and systems, aligning with business goals and processes.
• Improved customer experience and service delivery.
• Created and updated users’ guides, FAQs, and other documentation, assisting the technical support team and users in the efficient use of digital tools.

COMPETENCIES

• Strong knowledge of computer systems (OS: Windows, Mac; Infrastructure: AD, AAD, networks, servers, databases), mobile devices, and other tech products.
• Being tech-savvy with working knowledge of office automation products, databases and remote control.
• Ability to diagnose and resolve basic technical issues.
• Ticketing System, service request and incident management.
• Excellent problem-solving and communication Skills.
• Customer-oriented attitude.

QUALIFICATIONS REQUIRED

Education:

Complete secondary education with a diploma OR complete equivalent technical or commercial studies with a diploma in Computer Science, Information Technology, or a related field.

Experience:

At least two (2) years of experience in the field of the Special Service Agreement.
Experience as a Service Desk Support or in a similar role is desirable.

Languages:

Knowledge of English or French at advanced level. Knowledge of another UN language (Spanish, Arabic, Russian, Chinese) is desirable.

REMUNERATION INFORMATION

Monthly remuneration to be determined according to the work experience of the consultant.