Country: Hungary
Organization: International Federation of Red Cross And Red Crescent Societies
Closing date: 7 Jul 2021
The job purpose is to:
- deliver a high quality information and communication technologies support services to end user community, with a focus on incidence management, service requests and the service desk function;
- participate in the work of project teams to test the new systems that are being introduced;
- guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework;
- identify operational procedures gap and contribute to their development in alignment with the end users support activities requirement, maintain them up to date and provide structured support advice to the various IFRC stakeholders and end users.
All services provided by the Officer, Service Desk are tracked and reported on by using IT Service Management software tools (MSM), with focus on resolution of issues within defined service levels.
Duties & Responsibilities:
- Provide Level-1 service desk services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
- Assist end-users remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.
- Acquire and maintain know-how on existing and newer IT systems in use to provide effective support to end-users.
- Ensure quality and efficiency of services provided, while respecting operating methods defined within the ITD quality standards.
- Take preventive measures to warranty IT services availability and avoid potential interruptions from an end user satisfaction level.
- Maintain the operational knowledge base in the Service Management Tool; record incident; provide quality advises during resolution; update knowledge base.
- Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity.
- Assist in developing accurate statistics and reports from MSM (IT Service Management tool), provide periodic performance reports.
- Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.
- Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
- Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.
- Provide desktop support for local users for network, telecom, mobile and all end-user computing devices.
Requirements:
- Degree in Information Technology or relevant experience
- ITIL certification or equivalent experience
- 3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents
- Proven track record of service desk experience with high level quality requirement
How to apply:
Follow the link and apply on our website: https://www.ifrc.org/en/who-we-are/working-with-us/current-vacancies/job-description/?id=81295