ICT Help Desk Technician (G4)

Background:

The post is located in the OSCE Mission to BaH / Fund Administration Unit /ICT Section and falls under the purview of the Shared Service Centre (SSC) / Shared Service Desk Central Europe (SSD – CE) ICT Help Desk.

The Shared Service Centre/SSD provides 1st level help desk support service for the OSCE Mission to BaH and nine (9) other executive structures: OSCE Secretariat Vienna/SPU, DCiP, HCNM, OMiK, OMiS, Mission to Skopje, PiA, Mission to Montenegro, Mission to Moldova . At the same time the ICT Shared Services Service Desk (SSD) act as the first contact point between the service provider (SSD) and the service recipients (including end users) and as local service desk for OSCE Mission to BaH.
 

The main purpose of the role is to provide guidance, expert advice and technical support as a member of SSC/SSD team take lead role in all specialized activities related to the 1st Level Support Help Desk tasks. The incumbent holds responsibility for service delivery and team integrity, while at the same time, this post contributes to delivery of the Mission(s)/Programme/Unit objectives.

Tasks and Responsibilities:

The successful candidate will be tasked with the following duties:

 1. Acting as a single point of contact for all ICT related user issues in supported ESs: 
 
 • Providing 1st level support for incidents or service requests by receiving, classifying, prioritizing incidents/Assyst tickets, investigating and diagnosing incidents and problems and their resolution; keeping affected users informed about progress; tracking assigned issues until they are resolved; escalating to 2nd level support or Business Units; confirming and closing resolved incidents/Assyst tickets; 
 • Assisting staff by phone, on site or via remote access software with variety of ICT technical and procedural problems related to the use of ICT system and IT equipment and software; 
 • Providing training and expert advice to users related to the use of ICT system, equipment and software; 
 • Providing user administration for OSCE ICT systems (Doc.In, Jarvis, AD/Exchange, RSA Tokens etc.); 
 • Collaborating with all Business units and ICT teams on the organizational level (ICTS Vienna, SSD CA, etc). 
 

2. Hardware and Software Installation, Testing, and Upgrade: 

Installing, configurating and testing hardware and peripherals; Testing new software and hardware products (standard and non-standard application software and OSCE packages) prior to installation to users on a wide basis; Performing workstation testing after deployment at end-user workspace; Briefing users on basic operation and handling; 

3. Acting as local service desk for OSCE Mission to BaH: 

Providing necessary support in HO Sarajevo and remote locations (eight FOs) by installing/replacing, configurating and testing hardware and peripherals. Testing new software and hardware products (standard and non-standard application software and OSCE packages) prior to installation to users on a wide basis. Performing workstation testing after deployment at end-user workspace, and briefing users on basic operation and handling. Preparing video conferencing system and equipment when requested including AVC software support. Co-ordinating servicing of the broken ICT equipment with external vendors. 

For more information on the work of the OSCE Mission to Bosnia and Herzegovina, please see: https://www.osce.org/mission-to-bosnia-and-herzegovina.

Necessary Qualifications:

• Completed secondary education supplemented by specialized training in ICT or formal studies in ICT/Computer science;
• A minimum of 3 years of relevant work experience in the same or similar job, preferably in large institutions or companies, international organizations etc;
• Excellent knowledge of PC hardware/software and peripherals;
• Knowledge of systematic methods of solving technical problems;
• Excellent knowledge in: Microsoft network client operating systems and Microsoft Active Directory clients; Microsoft Office applications, Adobe Photoshop and Adobe Acrobat packages; Network cabling skills;
• Ability to provide technical training;
• Excellent oral and written communication skills in English.

Desirable:

Knowledge of Baramundi software, DocIn platform, SharePoint etc.

Remuneration Package:

Monthly remuneration, subject to social security deductions is 2,108.99 BAM/month. Social benefits will include participation in the Cigna health insurance scheme and the OSCE Provident Fund.

Appointments are normally made at step 1 of the applicable OSCE salary scale. At the discretion of the appointing authority a higher step may be approved up to a maximum of step 3 subject to specific conditions.

This position is open to citizens and permanent residents of Bosnia and Herzegovina only. If you wish to apply for this position, please use the OSCE’s online application link found under https://vacancies.osce.org/.

Please note that offline applications submitted via email, fax, or mail will not be considered.

Only those candidates who are selected to participate in the subsequent stages of recruitment will be contacted.

The OSCE retains the discretion to re-advertise/re-post the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration. 

The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization.

Candidates should be aware that OSCE officials shall conduct themselves at all times in a manner befitting the status of an international civil servant. This includes avoiding any action which may adversely reflect on the integrity, independence and impartiality of their position and function as officials of the OSCE. The OSCE is committed to applying the highest ethical standards in carrying out its mandate. For more information on the values set out in OSCE Competency Model, please see https://jobs.osce.org/resources/document/our-competency-model.

Please be aware that the OSCE does not request payment at any stage of the application and review process.