Service Desk Officer

Provides first level Information Management and Technology (IMT) support services to endusers, in accordance with established standards, policies and operating procedures, including:

• Provision of Tier-1 level support and troubleshooting of department-specific information management systems and applications;

• Provision of Tier-1 level support and troubleshooting of IMT devices, applications and services in UNRWA areas of operation as required;

• Fulfilling end-user requests for IMT services within established Service Level Agreements (SLAs), including access to application systems and computer or mobile resources;

• Performing user account management;

• Identifying and resolving/escalating reported incidents, analyzing issues, identifying systemic problems, and recommending appropriate solutions;

• Escalating incidents with accurate documentation to suitable support teams or vendor;

• Using remote tools and diagnostic utilities to aid in troubleshooting;

• Maintaining and timely updating the service desk system with accurate statuses of all assigned service requests and incidents;

• Collecting and analyzing feedback from end-users and making recommendations to the appropriate internal team.

Installs new or updates existing end-user IMT hardware, mobile devices and software, including operating system and anti-virus software, in accordance with established standards; prepares and maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices and provision of minor IMT equipment;

Conducts end-user training needs assessment with substantive contribution to the development of end-users training materials and provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software packages;

Prepares and supports requested IMT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection services; provides daily video conferencing connectivity and troubleshooting services;

Provides general information and advice to end-user queries on IMT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT hardware, software, or mobile equipment;

Creates help sheets and FAQ lists for end users and contribute to knowledgebase as needed;

Assists with implementation of projects related to end-user service delivery services;

Performs such other duties as may be assigned.