IT Support Specialist

Organizational Setting

The Global operation Team is responsible for providing support to FAO global users including provision of 24/7 Global Service Desk with omni-channel through ServiceNow tickets, Telephony, Chat, and email, operating in over 173 countries and territories. The team also supports events and meetings as well as managing IT asset deployment and disposal cycles.

Reporting Lines

Under the direct supervision of the Information Technology Officer (Global Operations and Digital Office group), the IT Support Specialist will perform specific tasks.

Technical Focus 

The IT Support Specialist will be expected to support the Global Operations Team in carrying out its mandate and is therefore expected to have general knowledge and experience in the areas of customer and technical support, with customer care and satisfaction and general IT support.

Tasks and responsibilities

•    Act as first point of contact for rapid response (key events, senior management, others as needed) requiring assistance in resolving IT-related problems across multiple platforms including but not limited to Microsoft Windows, Mac OS, Android, iOS, and videoconferencing tools. This consists in logging requests, resolving IT issues, providing trouble-shooting support for non-standard problems, disseminating IT-related material to users and providing one-on-one training in the use of such IT-related elements
•    Daily review of user requests for rapid response and meetings requests received through all channels (email/walk-in/chat/ticketing) ensuring these are properly logged in the ServiceNow ticketing system
•    Provide immediate resolution of incidents and service requests and increase first contact resolution (FCR) metrics.
•    Receive user demand for IT services and/or support through a multi-channel single point of contact (ServiceNow, email, phone, Chat, etc.) and open ServiceNow tickets as per established procedures. 
•    Provide hands-on assistance and set up of meetings and conferences with audiovisual elements
•    Maintain an up-to-date inventory of all audiovisual equipment used for meetings support and ensure up to date information regarding meeting rooms across FAO
•    Support as needed meetings and IT hardware/software in FAO meeting rooms, in coordination with other responsible teams/units
•    Actively participate to the design and definition of new operational procedures for meeting room setup and equipment provisioning and ensure feedback is considered for ongoing improvements and finetuning of procedures and SLAs
•    Coordinate requests for the setting-up of IT services s.a. SharePoint, Teams workspaces, cloud services, MFA etc., with CSI for appropriate action
•    Coordinate the delivery, deployment and configuration of standard and non-standard hardware and software for users, liaising with CSI and CSF units for the maintenance of the inventory of hardware, peripherals and software licenses in line with FAO policies and procedures
•    Assist in identifying hardware and software needs and coordinate requests for the purchase of hardware and software, assisting where necessary in the identification of non-standard items to be recommended for adoption in line with corporate policies and procedures
•    Actively participate in meetings with supervisor in order to check on IT and meetings support
•    Perform other related duties as required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

•    Secondary school education and specialization in IT service management or other related IT fields
•    1 year of related experience supporting service desk operations 
•    Working knowledge of English, French or Spanish. 

FAO Core Competencies

•    Results Focus
•    Teamwork
•    Communication
•    Building Effective Relationships
•    Knowledge Sharing and Continuous Improvement

Technical/Functional Skills 

•    Familiarity with and understanding of the work of international organizations, regional entities and national governments 
•    Working knowledge of service desk platforms, particularly ServiceNow 
•    General knowledge and skills in the use of standard office software, such as MS Office (Word, Excel, MS Teams) 
•    General knowledge of IT equipment deployment and disposal cycles  

 
Section Criteria

•    Knowledge of one of the other FAO official languages is an asset.