Under
the guidance and supervision of the Manager, Admin and ICT Services Group,...
Under
the guidance and supervision of the Manager, Admin and ICT Services Group, the
ICT Helpdesk Coordinator participates in the provisioning of day-to-day ICT
support services to colleagues, managing user accounts, troubleshooting
technical issues, training users in use of ICT systems, and installing
computers and software. In addition to the active participation in ICT Helpdesk
tasks, the ICT Helpdesk Coordinator is overall responsible for ensuring that
all issues are addressed, that tasks are coordinated within the team, and that
service levels and user satisfaction remain high. The ICT Helpdesk Coordinator displays
a client-oriented attitude while ensuring consistence with rules and
regulations, and consistence in service delivery.
The ICT
Helpdesk Coordinator performs the following key functions:
Provides efficient and friendly ICT support to personnel:
- Install and setup new desktops, laptops, mobile phones,
and desk phones
- Provide hardware and software troubleshooting support to
the clients, seeking technical advice and support from other ICT colleagues when
needed.
- Identify, analyze and resolve problems ensuring
responsive and service minded approach.
- Ensure optimal quality services by maintaining ownership
of all reported problems until appropriate resolution is reached and
communicated to the person reporting the problem.
- Support the Windows OS and Office suite, along with
other official software;
- Support mobile users and maintain the remote access
platforms available
- Maintain user accounts and groups to ensure appropriate
control of access to organizational data
- Provide introduction training to new ICT Focal Points in
the field
- Identify systemic issues and escalate to ICT Infrastructure team or
Management when appropriate
Maintains
inventory of assets, software licenses, and facilitates procurement:
- Ensure up-to-date inventory of ICT assets, incl. software licenses
- Ensure adequate stock levels to meet hardware issuance/replacement
needs
- Facilitate procurement of ICT supplies, hardware/software in
accordance with policies
- Facilitate receipt and/or discarding of ICT hardware in accordance
with policies
- Supervise hardware maintenance provided by vendors
Coordinates
day-to-day work of the ICT Helpdesk Team:
- Ensure that all support request are dealt with in a timely and
service minded manner, maintaining high user/client satisfaction levels
- Ensure coordination with relevant UNOPS teams/divisions, regarding
internal moves, special events etc.; Coordination with UN City ICT for
issues relating to the shared UN City infrastructure, and coordination
with ICT Infrastructure team for escalated technical issues
- Supervise and coach team colleagues to improve processes,
communication and service provisioning
- Identify training needs, conduct workshops and seminars, and produce
and update documentation to promote and maintain skills development
- Follow and evaluate emerging technologies, attend relevant courses
and seminars, share knowledge and experience with other ICT colleagues.
Supervision/Other
- The ICT Helpdesk Coordinator supervises the day-to-day provisioning
of services by the ICT Helpdesk team, and participates in the performance
evaluation process of the team members.