Service Desk Technician

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Position Title: Service Desk Technician
Location: Montreal
Country: Canada
Deadline Date:

Job Details

Job Posting Organization:
The International Civil Aviation Organization (ICAO) is a specialized agency of the United Nations established to promote the safe and orderly development of international civil aviation. ICAO sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security" style="border-bottom: 1px dotted #007bff !important;">security, and environmental protection. The organization is engaged in the development of intellectual property and operates globally, serving the needs of the international aviation community. ICAO's mission is to ensure that the global aviation system is safe, secure, and sustainable, and it plays a crucial role in facilitating international cooperation among its member states. The organization has a diverse workforce and operates in multiple countries, contributing to the advancement of aviation standards worldwide.

Job Overview:
The Service Desk Technician position is a critical role within the Information Management Services (IMS) Division of ICAO, which is responsible for planning, developing, and implementing an information management strategy. The technician will provide first and second level IT support to ICAO IT users, Delegations, and Regional Office staff, ensuring that all hardware and software systems are functioning optimally. This role involves not only technical support but also user training and documentation to enhance the overall productivity of the staff. The technician will work closely with users to maximize the use of IT services and will be responsible for maintaining an inventory of IT assets. The position requires a proactive approach to problem-solving and a commitment to delivering high-quality service to all stakeholders.

Duties and Responsibilities:

• Provide first and second level support to ICAO IT users, Delegations, and Regional Office staff remotely in response to Service Desk requests, ensuring functional hardware and software availability. Deploy approved hardware and software for individual users and take initial actions to protect user workstations from malware activities.
• Assist users in achieving optimum use of IT services, providing desk-side assistance, support for web collaboration services, and telephone services. Maximize technology use to improve staff productivity and document resolutions in the Service Desk system to enhance the knowledge base.
• Maintain an inventory of IT assets within the Configuration Management Data, registering new hardware and software, and tracking movements and deployments.
• Perform other related duties as assigned, contributing to the overall efficiency of the IT department and supporting the organization's strategic objectives.

Required Qualifications:
Essential qualifications include a CEGEP degree in Information Technology, a professional computer certificate, or five years of experience in service desk work. Candidates must have three years of experience in IT Service Desk support, with in-depth knowledge of Microsoft Windows 7/10 and Office products. Professional certification in Microsoft Windows 7/10 and Office is desirable, as is experience working in an International Organization IT department. Familiarity with ITIL environments is considered an asset.

Educational Background:
Candidates must possess a CEGEP degree in Information Technology or a professional computer certificate. Alternatively, five years of relevant experience in service desk work is acceptable. This educational background ensures that candidates have a solid foundation in IT principles and practices necessary for effective service delivery.

Experience:
The position requires a minimum of three years of professional experience in IT Service Desk support. Candidates should have a proven track record of providing technical support and troubleshooting for hardware and software issues. Experience in an international organization’s IT department is preferred, as it demonstrates the ability to work in a diverse and dynamic environment. Familiarity with ITIL practices is also beneficial, as it indicates an understanding of best practices in IT service management.

Languages:
Fluent reading, writing, and speaking abilities in English are essential for this position. A working knowledge of French is also required, as it is one of the official languages of ICAO. Additionally, a working knowledge of any other language of the Organization, such as Arabic, Chinese, Russian, or Spanish, is desirable and can enhance communication with a broader range of stakeholders.

Additional Notes:
This consultancy position is initially for a period of twelve months, with the possibility of extension based on performance and organizational needs. The monthly salary for Band A ranges from $3,991 to $5,172, reflecting the level of expertise and experience required for the role. Interested candidates must complete an online application form through ICAO's e-Recruitment website. It is important to note that ICAO does not charge any fees or request money from candidates at any stage of the selection process, and any such requests should be disregarded as fraudulent.