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Service Desk Officer – Fixed Term

Service Desk Officer – Fixed Term

Position: Service Desk Officer – Fixed Term
Job ID: 232073
Job Network: Information and Telecommunication Technology
Job Family: Information Management Systems and Technology
Category and Level: Internal Candidates Only
Duty Station: FO West Bank
Department/Office: United Nations Relief and Works Agency (UNRWA)
Date Posted: Apr 4, 2024
Deadline: Apr 18, 2024

Job Description: United Nations Relief and Works Agency (UNRWA) is seeking applications from internal candidates for the position of Service Desk Officer at the Field Office (FO) in West Bank. The Service Desk Officer will be responsible for providing technical support and assistance to users within the office.

Key Responsibilities:

1. Technical Support: Provide frontline technical support to users, troubleshooting hardware and software issues.
2. Incident Management: Log, track, and resolve reported incidents and service requests within agreed service levels.
3. User Training: Conduct training sessions for users on basic IT operations and procedures.
4. Documentation: Maintain accurate records of incidents, service requests, and resolutions.
5. Hardware and Software Maintenance: Assist in the installation, configuration, and maintenance of hardware and software systems.
6. Security Compliance: Ensure compliance with IT security policies and procedures.
7. Communication: Liaise with IT staff and other departments to resolve technical issues and escalate when necessary.
8. User Satisfaction: Monitor user satisfaction and implement improvements to enhance service delivery.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant technical certifications are desirable.
• Experience: Minimum of two years of experience in IT support or a related field.
• Skills: Strong technical troubleshooting skills, knowledge of ITIL framework, excellent communication skills, ability to work under pressure and prioritize tasks.
• Languages: Proficiency in English required. Knowledge of Arabic is an advantage.

Application Procedure:

Internal candidates interested in this position should submit their applications via the UNRWA intranet portal by the specified deadline. Applications must include a cover letter and an updated CV/resume.

Note: Only shortlisted candidates will be contacted. UNRWA is committed to promoting diversity in its workforce, and qualified female candidates are encouraged to apply.

APPLY HERE