1- Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed or exceeding service level agreements (SLA):ย
Take ownership of usersโ requests/issues, open, update, and close them in the helpdesk ticketing systemย and be proactive when dealing with user issues.
ย
ย ย ย ย ย ย ย ย ย ย a. Provide technical support such as immediate diagnosis and workarounds for reported incidents.
ย ย ย ย ย ย ย ย ย ย b. Log all actions and steps taken to respond to an incident or to complete a request.
ย ย ย ย ย ย ย ย ย ย c. Assist in determining root causes and propose resolution for problems raised for reported incidents.
ย ย ย ย ย ย ย ย ย ย d.Escalate toย Global User Support (GUS) and supervisorย when necessary and according to the identified priority level of the issue.
2- ย Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the supervisor.
3- Provide first line support to IOMโs corporate applications and other in-house developed software.
4- Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devicesย
5- Install and relocate the organizational unitโs hardware, coordinate equipment servicing and mange user accounts.ย
6- Assist in responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
ย 7- In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
ย 8- Assist in updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
9- Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
10- Support in maintaining inventory of ICT softwareโ licenses and of ICT equipment in coordination with supply chain unit unit and advise the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
11- Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security
12- Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application, and infrastructure components. ย Including support to ensure readiness for events and supporting the eventโs technical activities.
13- Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business process.ย Provide guidance and training to colleagues as needed.ย
14- Perform other related duties as required by supervisor.
- from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles.
- Completed high school degree/certificate from an accredited academic institution, with five years of relevant professional experience.
- Microsoft Certification (MCP or above) in Windows Server 2016 and/or Active Directory.
- Azure or AWS Associate Certification.
- Cisco Certified Network Associate (CCNA) and other industry certifications such as CompTIA, VCP or ITILย MS AZ-900, MS AZ-104ย are a distinct advantage