Service Desk Officer

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) was established by the United Nations General Assembly in 194

• Its primary mission is to provide assistance and protection to approximately 5.8 million registered Palestine refugees across Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip. UNRWA aims to help these refugees achieve their full potential in human development while awaiting a just resolution to their plight. The agency operates the largest UN operation in the Middle East, employing over 30,000 staff members and relying almost entirely on voluntary contributions for funding. UNRWA offers a range of services, including education, healthcare, relief and social services, camp infrastructure improvements, microfinance, and emergency assistance. The organization is dedicated to making a tangible difference in the lives of one of the world's most vulnerable communities, and it encourages individuals seeking a rewarding opportunity to join its mission.

Job Overview:
The Service Desk Officer position is crucial for providing first-level Information Management and Technology (IMT) support services to end-users within UNRWA's operational areas. The officer will be responsible for troubleshooting department-specific information management systems and applications, as well as IMT devices and services. This role requires fulfilling end-user requests for IMT services in accordance with established Service Level Agreements (SLAs), managing user accounts, and resolving or escalating reported incidents. The officer will also conduct assessments of end-user training needs, develop training materials, and provide both formal and on-the-job training on various computing services and tools. Additionally, the Service Desk Officer will prepare and support IMT services for internal and external meetings, ensuring connectivity and troubleshooting for video conferencing and other services. The role demands a proactive approach to collecting feedback from end-users and making recommendations for improvements to internal teams, thereby enhancing the overall service delivery of IMT within UNRWA.

Duties and Responsibilities:
The Service Desk Officer will perform a variety of duties, including but not limited to:

• Providing Tier-1 level support and troubleshooting for department-specific information management systems and applications.
• Offering Tier-1 level support for IMT devices, applications, and services in UNRWA's operational areas.
• Fulfilling end-user requests for IMT services within established SLAs, including access to application systems and computer or mobile resources.
• Managing user accounts and ensuring proper access controls.
• Identifying, resolving, or escalating reported incidents, analyzing issues, and recommending appropriate solutions.
• Documenting incidents accurately and escalating them to suitable support teams or vendors as necessary.
• Utilizing remote tools and diagnostic utilities for troubleshooting purposes.
• Maintaining and updating the service desk system with accurate statuses of all assigned service requests and incidents.
• Collecting and analyzing feedback from end-users to inform service improvements. 1
• Installing new or updating existing end-user IMT hardware, mobile devices, and software. 1
• Conducting end-user training needs assessments and contributing to the development of training materials. 1
• Preparing and supporting IMT services for various meetings, including internet and teleconferencing services. 1
• Providing general information and advice to end-users regarding IMT products and services. 1
• Creating help sheets and FAQ lists for end-users and contributing to the knowledge base. 1
• Assisting with the implementation of projects related to end-user service delivery. 1
• Performing other duties as assigned by the Head of FIMTO.

Required Qualifications:
Candidates must possess a university degree from an accredited institution in information technology, information management, computer science, or a related discipline. Additionally, candidates should hold a Microsoft Office Specialist certification. The position requires a strong understanding of IMT systems and applications, as well as the ability to provide effective user support and training in a networked environment. Candidates must demonstrate a commitment to UNRWA's mission and values, including professionalism, integrity, and respect for diversity.

Educational Background:
A university degree in information technology, information management, computer science, or a related field is required for this position. Candidates should also have a Microsoft Office Specialist certification, which demonstrates proficiency in using Microsoft Office applications. This educational background is essential for understanding the technical aspects of the role and effectively supporting end-users in their IMT needs.

Experience:
Candidates must have a minimum of three years of experience in ICT service or help desk roles, providing user support and training in a networked computer environment. Experience with Microsoft Windows-based desktop technology and the Microsoft Office software suite is also required. This level of experience is necessary to ensure that the Service Desk Officer can effectively troubleshoot issues and provide high-quality support to end-users.

Languages:
For this position, proficiency in English and Arabic is required. Candidates must demonstrate a minimum Level II proficiency in reading, writing, listening, and speaking for both languages, as per the UN Language Framework. Knowledge of French is considered an asset but is not mandatory. The ability to communicate effectively in these languages is crucial for providing support to a diverse user base within UNRWA.

Additional Notes:
The position is offered as a Limited Duration Contract (LDC) for a duration of six months, with the possibility of extension based on performance and funding availability. The monthly salary for this position is USD 1,633.2, which includes a basic salary of USD 1,466.2 and a special allowance of USD 16

• Additional benefits include compulsory medical insurance, 30 days of annual leave pro-rated to the contract duration, and family allowances if applicable. Employees are entitled to two days of sick leave for each completed month of service, maternity leave upon meeting eligibility requirements, and two weeks of paternity leave. The vacancy is open to both internal and external candidates, but only those residing in Lebanon and authorized to work in the country may apply. UNRWA is committed to achieving gender balance and encourages applications from female candidates, registered Palestine refugees, and individuals with disabilities. A roster may be created from this selection process for future vacancies. All applications must be submitted through UNRWA's online e-recruitment system, and candidates are advised to follow the application instructions carefully.