Senior ICT Service Desk Technician

OBJECTIVES OF THE PROGRAMME

The objective of the Division of Business Operations (BOS) is to support the work of WHO in the European Region through delivery of services within the areas of human resources, finance, contracting and procurement, legal advice, information & communications technology, printing, security, facilities management, fixed assets, conference support, travel and transport, and staff wellness and well-being. As an enabling function, the division enhances the productivity of the health technical programmes and country offices while at the same time overseeing accountability, transparency and compliance with WHO administrative rules and regulations. The BOS division strives to strengthen the capacity of the WHO Regional Office for Europe (WHO/Europe) to react in an agile way to external and internal changes. The division projects are designed to increase productivity, ensure financial sustainability of the region’s structures, reinforce a client-oriented culture, strengthen country office capacities, and drive strategic initiatives to enhance staff motivation and well-being. The purpose of the Information and Communications Technology (ICT) Unit is to champion and implement forward-thinking, cost-effective digital and technological solutions across the WHO European region, including country offices and geographically dispersed offices, as well as to the UN City located in Copenhagen, Denmark. ICT is committed to ensuring robust connectivity, quality equipment, advanced software solutions, and the safeguarding and accessibility of data. ICT is dedicated to providing exceptional support to all users, empowering a digitally optimized WHO to achieve its strategic goals. Additionally, ICT provides connectivity, communication technology, and client support to the staff of the organizations housed within the UN City, facilitating a collaborative, efficient, and secure UN ecosystem.

DESCRIPTION OF DUTIES

Summary of Assigned Duties:

To provide comprehensive service desk and onsite support to WHO/Europe end-users, prioritizing swift resolution of incidents and user queries to enhance user experience.

To support the IT infrastructure-related tasks in Copenhagen, apps within the Microsoft 365 ecosystem, and other digital tools and applications.

To deliver technical assistance for meetings, conferences, and audio-video collaborations, fostering efficient and effective IT support services.

Key duties:

1) ICT Service Desk Operations Deliver comprehensive IT support to end-users across all organizational levels within a dynamic IT Service Desk environment, managing support through phone, email, chat, direct interaction, and proactive system monitoring. Prioritize remote assistance via phone or client management tools as the primary method of support, extending to collaboration tools and platforms that facilitate hybrid and remote working environments. Triage and address software and hardware issues at the user’s workstation when remote resolution is not feasible, ensuring a seamless user experience. Facilitate IT support for mobile staff and guests, emphasizing security best practices and the safe use of technology. Offer guidance to users on the acquisition of standardized hardware and software and provide educational resources to enhance user competence and self-sufficiency in utilizing IT resources. Utilize WHO’s IT Service Management ticketing system for efficient tracking, resolution of user incidents, and proactive issue detection to minimize disruptions.

2) Infrastructure and Network Support Manage the LAN Network for Copenhagen, ensuring seamless integration and cooperation with teams across EURO and headquarters, leveraging advanced network management practices. Administer workstation and laptop hardware, including setting up, imaging, and configuring according to WHO standards. This entails comprehensive client hardware troubleshooting, regular maintenance, servicing, and ensuring secure connections to the local network domain. Act as a point of contact for WHO/Global Private Network issues, promptly identifying and escalating them to the Global Service Desk (GSD) or headquarters IT team as necessary, ensuring rapid resolution and minimal disruption.

3) Application Support Proactively escalate complex support queries to the appropriate EURO teams and technical division staff, ensuring that second-level support is timely and effective. Elevate issues related to WHO Enterprise Applications to the WHO Global Service Desk and the corresponding headquarters teams, facilitating swift resolution and minimizing operational impact. Offer specialized support for select applications and tools, catering to specific user needs while maintaining high service standards. Provide foundational support for accessing shared files and SharePoint workspaces, with a streamlined process for escalating more complex issues to the Identity and Access Management (IAM) team for advanced assistance.

4) Asset Management Efficiently oversee the ICT equipment loan pool, including the management of laptops, video conferencing equipment, and a variety of cables, ensuring resources are readily available and in excellent condition for staff needs. Collaborate closely with the other teams in the division to manage IT fixed assets, ensuring full compliance with WHO e-Manual provisions and adopting best practices in asset lifecycle management.

5) Microsoft 365 Apps Support Innovate and sustain the development of internal tools and applications using Microsoft 365 apps (including Power Automate, Power BI, and Power Apps) to enhance productivity and user experience across the organization. Efficiently manage the provision of installation packages for end-user software products, responding promptly to requests from EURO staff to ensure seamless access to essential tools for their roles.

6) Communications, Learning, and Maintenance of IT knowledge Base Actively draft and disseminate communications to all staff regarding pertinent IT developments, updates, and guidelines, ensuring everyone is informed and aligned with best practices. Diligently curate and update the ICT knowledge base, including help desk procedures, product guides, and service overviews, to foster a culture of self-service and continuous learning within the organization. Identify and advocate for e-Learning and online training opportunities for users, complementing these with the development and delivery of tailored training sessions to enhance staff competencies and confidence in utilizing IT resources.

7) Other duties as assigned, among others Step in to seamlessly cover the responsibilities of other ICT Service Desk staff during their absences, ensuring uninterrupted support and service continuity. Demonstrate flexibility and a collaborative spirit by providing additional support as required, contributing to the overall effectiveness and resilience of the ICT team.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school or equivalent.

Training: Formal training in computer support disciplines, or equivalent practical experience in ICT Service Desk operations, proxy support, and conference support.

Proficiency with Microsoft 365 Apps demonstrated through either formal training or direct experience.
Desirable: Higher education. ITIL Certification.

Experience

Essential: A minimum of eight years of IT support experience, particularly in providing user support within a large, networked, and PC-centric environment.

Expertise in service desk operations and adept at handling incidents, problems, and escalations.

Strong experience and knowledge with Microsoft365 apps and SharePoint Online.

Strong experience and knowledge of Windows, desktop computing, mobile phones, notebook technology, and printer support.

Hands-on experience with conference support systems, encompassing a range of audio and video equipment.

Desirable: Experience in working across multiple time zones.

Skills

• Ability to provide high-level customer service, manage service desk tickets efficiently, and prioritize user requests based on urgency and impact.
• Proficiency in diagnosing and resolving complex technical issues related to hardware, software, and network systems.
• Skills in performing regular system checks and maintenance to ensure that systems operate correctly and to prevent potential issues.
• Capability to manage ICT Service Desk work, including upgrades and migrations, and coordinate with other ICT teams.
• Proven ability to manage phone communications effectively and provide exemplary client service, ideally in a multicultural setting.
• Deep understanding of ICT infrastructure components like servers, networking devices, and software environments.
• Knowledge of security protocols and practices to safeguard organizational data against unauthorized access and threats.
• Familiarity with various operating systems (Windows, macOS) and enterprise software applications.
• Insight into IT service management principles, preferably with a good understanding of frameworks like ITIL (Information Technology Infrastructure Library).
• Emotional intelligence;
• Ability to identify and manage one’s own emotions, as well as helping others to do the same.

WHO Competencies

1. Teamwork
2. Respecting and promoting individual and cultural differences
3. Communication
4. Moving forward in a changing environment
5. Producing results

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Intermediate knowledge of French, Russian, German.

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at DKK 382,145 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level

• Only candidates under serious consideration will be contacted.

• A written test and/or an asynchronous video assessment may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

• The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply.

• Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int

• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• For information on WHO’s operations please visit: http://www.who.int.

• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.

• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.

• Please note that WHO’s contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.

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