JOB DETAILS

The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management.

The Service Desk Technician will provide fist level support to the United Nations International Computing Centre customers in over 25 UN Agencies around the world.

Objectives of the Programme:

The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Head, Valencia Service Desk Unit (OPCS) within the Operations Division (OP) and in close collaboration with the Service Desk team. The incumbent could be requested to do any other tasks of similar level in related fields.

• Following the unit’s best practices, perform end-to-end management of support requests, incidents, and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle
• Analyse and resolve incidents according to established operational procedures
• Escalate incidents when necessary and identify and employ measures to prevent reoccurrence
• Monitor support requests until closure
• Monitor the ICT infrastructure using various technologies
• Inform customers of outages, known errors and resolution progress
• Assist in developing or improving technical service policies or technical documentation
• Assist in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures
• Draft technical documentation or user manuals as required, following the unit’s best practices
• Assist the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB
• Under guidance, perform Incident Management, keeping customers informed until resolution, drafting the Major Incident report and providing detailed information to internal stakeholders

Other:

• Assist the team leader in the daily operations and provide support to daily operations and assisting team members as required in absence of the team leader
• Assist the Service Desk Process & Continuous Improvement (PCI) Administrator with shift-left and automation initiatives as needed, and support the continuity of PCI tasks in absence of the PCI Administrator
• Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management