VAC-10657 Helpdesk / User Support Technician

CTG is looking for a qualified Helpdesk / User Support Technician for our operations. This role is being advertised for talent pool building purposes, once the project goes live, only those candidates that are shortlisted will be contacted.

• Act as a focal point for receipt & processing of user requests, including logging, escalation & resolution of issues reported to the FTS service desk unit either through emails or telephone phone calls.

• Logs end user requests via standard FTS ticketing system iNeed.

• Help install, configure, test & troubleshoot desktop, printer & end-user devices hardware & software, including configuring for LAN connectivity, desktop operating systems, email, unite UN email, citrix, database systems, internet web applications, network services like Domain Name Server (DNS), DHCP, & various security & client applications.

• Install, configures & test audio, video conference & desktop video conferences.

• Participate in the development, deployment & maintenance of application software(s) within Microsoft Office 365 & other web based architectures.

• Helps prepare technical & user documentation for training purposes & is also involved in conducting basic user training for IT related hardware & applications.

• Help provide monitoring of personal computers running the UN software delivery system to ensure that software distributions, patches & antivirus updates are being delivered correctly.

• Assist in meetings & conference preparation by standardizing & configuring conference hardware & software in various locations throughout headquarters & may be requested to operate the equipment during conferences.

• Be part of the activity concerning research on new technologies as requested, keeping abreast of developments in the field.

• Participate in the testing & evaluating new products & technologies.

• Provide training & guidance to UN staff on the more complex technical issues.

• Coordinate & oversee review meetings for outsizing issues, requests, tickets etc.

• Provide support beyond normal office working hours on a 24 x 7 basis, based on the roster of Duty Officer assignments.

This role reports to the line manager.

• Working knowledge of desktop, mobile devices & other office equipment.

• Basic troubleshooting skills for all ICT equipment.

• Customer centric oriented person.

• Good communication & interpersonal skills, are required.

This role has no team management responsibility.

• This role is being advertised for talent pool building purposes, once the project goes live, only those candidates that are shortlisted will be contacted.

• Qualified female candidates are encouraged to apply for this role.