Would you like to join the leading international intergovernmental organization?

The Senior Technician within the Centralized Service Desk will be responsible for delivering high-quality support, knowledge management, application support, and system monitoring services. This role supports efficient incident management, user support, and continuous improvement of service management practices within a multi-national environment

Responsibilities:

Knowledge management

• Maintains knowledge management systems and content to meet business needs.

• Supports others to enable them to complete knowledge management activities and form knowledge management habits.

• Supports changes to work practices to support capture and use of knowledge.

• Reports on the progress of knowledge management activities.

• Configures and develops knowledge management systems and standards.

Application support

• Follows agreed procedures to identify and resolve issues with applications.

• Uses application management software and tools to collect agreed performance statistics.

• Carries out agreed applications maintenance tasks.

System software

• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.

• Applies system software parameters to maximise throughput and efficiency.

• Installs and tests new versions of system software.

• Contributes to preparation of software implementation procedures with fall back contingency plans.

Incident management

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.

• Advises relevant persons of actions taken.

Customer service support

• Acts as the routine contact point, receiving and handling requests for support.

• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

• Contributes to creation of support documentation.

Essential Qualifications & Experience:

• Higher vocational training in a relevant discipline with 2 years postrelated experience. Or a secondary educational qualification with 4 years post-related experience.

• Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer;

• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);

• Experience is demanding customer facing roles and in end-user support in general;

• Extensive experience in performing user administration in MS Active Directory and Exchange;

• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment;

• Competency in call centre tracking tools;

• Prior experience supporting customers in use of application software;

• Proficiency in using support software tools;

• Strong experience with automating IT tasks and processes and procedures.

Desirable:

• Courses/certifications in IT

• Service Desk Analyst Certification

• ITIL 4 Foundation

• ITSM - Incident Management

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.