CTG is looking for a qualified Helpdesk / User Support Technician for our operations. This role is being advertised for talent pool building purposes, once the project goes live, only those candidates that are shortlisted will be contacted

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
• Qualification
• Diploma in or certificate in a relevant discipline (essential)
• Sector experience
• Minimum of 2 year/s of demonstrable relevant Information Technology experience (essential)
• Language
• Fluent in English (essential)