ServiceDesk Support Associate

Details

Mission and objectives

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to help and protection to a population of 5.7 million registered Palestine refugees. Its 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 funded almost entirely by voluntary contributions.

Context

The UN volunteer’s task is integral to the [UNRWA] Emergency Response to the Gaza War. It involves the increase requirement to offer remote IT assistance to the Gaza Staff and UNRWA personnel operating from Cairo, including the necessity for a Duty Officer to deliver services beyond regular working hours. The assigned UN Volunteer is expected to work from 11:00 AM to 7:00PM as required.
Additional information:
National UN Specialist Volunteers in Jordan are entitled to:
• Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,068.5;
• Annual and learning leaves;
• Free Medical and life insurance; and
• Free access to different learning platforms.
For more information on UN Volunteer benefits, entitlements and support, please visit: https://www.unv.org/volunteer-your-country-conditions-service

Task description

Under the direct supervision of the Head of End users’ services delivery, the ServiceDesk Support Associate will work closely with other members within IMTD to:
• Provide first-line technical support to end-users (including remote users), including desktop and laptop support, printer, network connectivity support, and software installation and maintenance.
• Respond to incidents, service requests, and problems in a timely and effective manner, ensuring that all incidents are properly logged, tracked, and resolved. Including ensuring records and documentation are accurate and up to date.
• Escalate incidents and problems to the appropriate internal teams and third-party vendors and follow up on their resolution.
• Provide guidance and training to end-users on the use of UNRWA’s IT systems and applications.
• Monitor and maintain the inventory of IT hardware and software, ensuring that all assets are properly recorded and tracked.
• Participate in the testing, implementation and maintenance of IT systems and applications, ensuring that they meet UNRWA’s requirements and standards, including application of software patches and security updates.
• Contribute to the development and delivery of training programs for end-users on the use of UNRWA’s IT systems and applications.
• Develop and maintain knowledge base articles and user guides to assist end-users with common IT issues and requests.
• Collaborate with other IT teams to ensure the smooth operation of UNRWA’s IT systems and to identify opportunities for process improvement and automation in service delivery.
• Participate in work rotation which extends beyond official working hours and respond to emergency IT incidents outside of regular business hours, when necessary.
• Coordinate with vendors for IT service requests of maintenance and for the purchase of consumable IT supplies.
• Perform other duties depending on the specific needs and requirements of the department.