Helpdesk Analyst

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Description

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• Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation;
• Architecture and Infrastructure: help sets the overall technology architecture and standards and manages technology infrastructure foundation;
• Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace, including tools for end-users and collaboration services; and
• Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented
• Act as first point of contact via phone/email/chat or walk-in support for end users in WHO, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Provide technical support to user issues on products supported in a systematic and logical way.
• Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles Identify and flag gaps in existing Knowledge Base articles.
• Contribute towards producing documentation and SOP documents
• Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the WHO computing environment in accordance to relevant procedures in GSD Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
• Other duties and responsibilities as assigned by supervisor.

• Completion of secondary, technical, or commercial school education.
• ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks.
• Training in IT end-user support and global shared services / call center environments.

• At least 5 years of relevant experience including providing end-user support in a corporate environment.
• 4 years with a first level university degree or
• 3 years with an advanced university degree.

• Proven knowledge of Incident Management across Desktop technologies (Windows clients and Microsoft Office applications) and/or Business Applications (such as ERP systems).
• Strong knowledge in service desk systems, incident and problem handling and escalation.
• Excellent phone etiquette and phone handling skills/techniques.
• Capability to translate the language of customers into useful technical information and vice versa.
• Ability to multi-task. Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.
• Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office.
• Basic knowledge of ITIL concepts and processes, and using helpdesk ticketing system.
• Excellent written and oral communications and training skills for educating and encouraging users.
• Ability to communicate and cooperate with various levels of employees.
• Capacity for immediate self-education in use of new systems and software applications.

• Expert knowledge of English.

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