Service Desk Agent

CTG overview:

• CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
• CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
• Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
• Visit www.ctg.org to find out more

Overview of position:

• CTG is looking for qualified staff as mentioned below in the TOR.

Role objectives:

• Act as Single Point of Contact (SPOC) for users & IT focal points providing centralized support & enhancing the overall responsiveness of the UN operational environment.
• Be the main source of information for customers & users, informing them about new services, planned maintenance tasks, major incidents, etc.
• Manage & control the life cycle management of all the request for service & incidents reported by the customers & keep them updated.
• Acts as first line support (tier 1) to help resolve interruptions to service & or service requests from customers & users.
• Escalate the service requests to the tier 2 support teams when needed.

Project reporting:

• This role reports to the line manager.

Key competencies:

• Minimal 5 year experience in an IT service desk environment.
• Knowledge of the ITIL framework.
• Experience in customer services & the ability to provide a professional interface with the user community.
• Good interpersonal skills.
• Attention to detail.
• Proven ability to work under pressure.
• Ability to work outside normal working hours if required.
• Industry recognized certifications are an asset.

Team management:

• This role has no team management responsibility

Further information:

• Qualified female candidates are encougared to apply for this role.