IT Service Desk Assistant

Introduction

INFOTEC provides users with the necessary equipment, tools and systems to perform IT-related tasks in their daily work. This includes office automation products, communication and collaboration tools, Internet access, access to ILO databases and special applications, Web publishing tools, document and file management, security tools and utilities for specific tasks. 

The Technology Management Services (TMS) branch manages the ILO’s underlying core IT infrastructure ensuring IT services are available according to established service level agreements. It provides operational support for email, databases, file systems and web applications and works closely with IT Staff located in ILO Regions to ensure continuity of IT operations in the Field.
The INFOTEC Service Desk functions as a single point of contact for users of IT services at ILO Head Quarters and is operating via the service desk portal, phone and in presence. It works closely with the user community and other INFOTEC teams to identify, troubleshoot and resolve IT-related issues.
The incumbent is expected to work with minimum direct supervision using established procedure and policies. The incumbent will provide a service to users during shift-basis working hours and, on special occasions such as the International Labour Conference, outside normal office hours. 

The position will work under the technical guidance of the Service Desk IT Team Lead and reports to the Service Desk Manager.
 

Specific Duties

1.    Analyse and filter incoming issues and inquiries reported by end-users at Headquarters and in the Field related to IT systems. Identify what the issue is, if it can be resolved or whether it should be escalated to second level support. 
2.    Propose solutions to reported issues and attempt to isolate problems and establish the root cause to facilitate troubleshooting. Report and resolve the issue with the appropriate support group, as required.
3.    Fulfil standard service requests such as laptop loans, creation of user accounts, loans of conferencing equipment. Register requests for desktops, smartphones, computer accessories and forward to PGMS or User Support.
4.    Take responsibility for delivery of selective project related tasks on behalf of the Service Desk. Participate in project teams and report back on project progress to the other Service Desk staff. 
5.    Work in close cooperation with the other units in INFOTEC to follow-up on progress of incidents and problems, share information, prepare for upcoming technical changes, prioritise work effort and prepare communications. 
6.    Provide information about the status of a request or information of general interest in the case of specific problems, such as the temporary unavailability of standard services. 
7.    Identify IT documentation needs, validate them with other INFOTEC units, creating publishing and maintaining documentation under different formats (knowledge articles, video tutorials, presentations), participate in peer review of documentation produced by colleagues, preparing and leading information sessions. Subjects can refer to new or changed IT products, procedures or functionalities or known issues.
8.    Assist in the development, maintenance and execution of test scenarios to ensure that staff use of productivity systems is not upset as a result of upgrades and patches.
9.    Follow-up on user satisfaction and prepare Service Desk reports and statistics. 
10.    Perform other related duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1.    Provide quality and timely support services to the departments of the Office concerning computers and computer solutions.
2.    Answer inquiries and give assistance concerning computer- and network-related questions.
3.    Operate and administer Office and departmental computer systems using specialized
equipment and software.
4.    Participate in meetings, activities and projects aimed at improving service levels to the Organization.
5.    Provide other computer support services as needs arise.
 

Required qualifications

Education

Completion of secondary education supplemented by training in computers and computer systems.

Experience

Experience At least 5 years of progressive responsibility supporting IT Services in a large organization, with the following
– General knowledge in Information Technology (IT) including computers, network and collaboration systems.  
– Good knowledge of PC hardware; 
– Demonstrated ability to troubleshoot hardware, software and network problems. 
– Working knowledge of Microsoft systems used in the ILO, e.g., Active Directory, Endpoint Manager, Windows 10, Defender 
– Intermediate level of proficiency with the Microsoft 365 Apps for Business, Outlook and Teams.  
– Experience working with ITIL processes would be an advantage
 

Languages

Excellent command of English or French with the ability to draft well in this language, and a working knowledge of the second language. Knowledge of Spanish would be an advantage. 
 

Competencies

In addition to the ILO core competencies, this position requires:

Ability to answer in a courteous and polite manner, and to remain calm when facing anxious users facing IT problems
Ability to analyse and evaluate user problems, sometimes under situations of stress, to give immediate advice where possible, and to inform adequately other IT teams on reported problems
Ability to build productive user relationships; ability to take responsibility for ensuring user satisfaction.  
Ability to process data accurately with attention to details. 
Ability to follow technical and administrative procedures reliably (e.g. backups, data security and system operations). 
Ability to learn new technologies.
Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.