Service Desk Assistant

6 months ago

Montréal, Canada United Nations Full time

The Information Management Services (IMS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Chief Information Officer (CIO)/ Deputy Director, Information Management Services (IMS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The IT Core Services and Infrastructure Management unit (CSIM) is one of the three units in ICT. Under the leadership of the Unit Head, it is responsible for:

- The core system services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) operations, implementation as well as the management of the Network Infrastructure.
- Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.

Under the supervision of the Information System Officer (Service Operation Manager) - P3, the incumbent is primarily responsible for acting as first point of contact for all user issues submitted through a Service Desk request, and providing first level IT support.

**Responsibilities**:
Function 1 (incl. Expected results)

Acts as a first point of contact and provide first level support for users, serving as the interface between users and Information Technology (IT) staff, achieving results such as:

- Use of service desk support systems (i.e. Service Desk Plus) to manage incoming service requests.
- Perform and assign evaluation of the call priority.
- Correct escalation of Service Desk call in violation of Service Level Agreements (SLA).
- Register, evaluate, and assign the issue to the correct group or technician.
- Decide on allocation of appropriate resources to service user call.
- Escalation of Service Desk call in violation of the established Service Level Agreement.
- Provides first level support to ICAO IT users/Delegations and Regional Office staff remotely, in response to Service Desk requests.
- Monitor status of all calls.

Function 2 (incl. Expected results)

Analyzes and diagnoses and take corrective action on technical difficulties or problem symptoms, and ensures that user expectations are met, achieving results such as:

- Resolve issues related to first level IT services quickly on initial contact.
- Brief/coach users at all levels on the usage of computer equipment and software, Evaluate, decide and advise users on appropriate remedial actions available for technical issues.
- Inform users of on-going event affecting the delivery of IT Services.
- Follow up on assigned work orders with IT staff a ensure a timely resolution of the problem(s).
- Follow up with users to ensure issues were resolved with satisfaction.
- Communicates with different ETS team such as Agresso/SharePoint/Web Management Unit.
- Records problem resolution.
- Monitors adherence to the Service Level Agreement(s).
- Manage and assist in password reset/expiration and contract extension using Adaxes system in Active Directory.
- Processing software/hardware request forms as they are received.
- Communicate with various level 2/3 IT support teams for all related requests.
- Prepare Technical Documentation.

Function 3 (incl. Expected results)

Reports, informs, and monitors statistics, service levels, and service disruptions, achieving results such as:

- Report on available Key Performance Indicators (KPI) for Service Desk performance, statistical data on call resolution and SLA status.
- Actively review reports and highlight to senior IT management on any irregularities.
- Participate in the periodic review of Service Level Agreements (SLA).
- Reports Service Desk status/issues or failure to meet the SLA to the immediate supervisor and escalate to Senior IT management when required.
- Inform users of on-going event affecting the delivery of IT Services.
- Provide training to all users on enterprise IT functions.

Function 4 (incl. Expected results)

Manages equipment loan to users from ICT equipment pool, achieving results such as:

- Provide equipment on loan to the users including restaging with ICAO standard images for meeting and mission purposes as well as resetting equipments to manufactory settings default of all returned laptops, tablets, and other devices.
- Provide iPad support including updating equipments to the most recent versions.
- Maintain registry and inventory of loaner IT equipment and locations.
- Follow-up on outstanding equipment loans, manage and coordinate incoming & outgoing.
- Advise senior IT management on loaner equipment issues (availability, loss of equipment, etc).
- Maintain the Clearance Certificate process for ETS, ensuring all users leaving ICAO have returned all equipment, and coordinate directly with the team to make sure the procedure is done properly.

Func

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