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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.
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Coordinate & oversee review meetings for outsizing issues, requests, tickets etc.
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