Role objectives

• Act as a focal point for receipt & processing of user requests, including logging, escalation & resolution of issues reported to the FTS service desk unit either through emails or telephone phone calls.
• Logs end user requests via standard FTS ticketing system iNeed.
• Help install, configure, test & troubleshoot desktop, printer & end-user devices hardware & software, including configuring for LAN connectivity, desktop operating systems, email, unite UN email, citrix, database systems, internet web applications, network services like Domain Name Server (DNS), DHCP, & various security & client applications.
• Install, configures & test audio, video conference & desktop video conferences.
• Participate in the development, deployment & maintenance of application software(s) within Microsoft Office 365 & other web based architectures.
• Helps prepare technical & user documentation for training purposes & is also involved in conducting basic user training for IT related hardware & applications.
• Help provide monitoring of personal computers running the UN software delivery system to ensure that software distributions, patches & antivirus updates are being delivered correctly.
• Assist in meetings & conference preparation by standardizing & configuring conference hardware & software in various locations throughout headquarters & may be requested to operate the equipment during conferences.
• Be part of the activity concerning research on new technologies as requested, keeping abreast of developments in the field.
• Participate in the testing & evaluating new products & technologies.
• Provide training & guidance to UN staff on the more complex technical issues.
• Coordinate & oversee review meetings for outsizing issues, requests, tickets etc.
• Provide support beyond normal office working hours on a 24 x 7 basis, based on the roster of Duty Officer assignments
• Key competencies
• Working knowledge of desktop, mobile devices & other office equipment.
• Basic troubleshooting skills for all ICT equipment.
• Customer centric oriented person.
• Good communication & interpersonal skills, are required