Senior ICT Service Desk Technician

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 Teamwork Respecting and promoting individual and cultural differences Communication Moving forward in a changing environment Producing results

Use of Language Skills

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