Job Purpose
The job purpose is to:
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deliver a high quality information and communication technologies support services to end user community, with a focus on incidence management, service requests and the service desk function;
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participate in the work of project teams to test the new systems that are being introduced;
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guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework;
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identify operational procedures gap and contribute to their development in alignment with the end users support activities requirement, maintain them up to date and provide structured support advice to the various IFRC stakeholders and end users.
All services provided by the Officer, Service Desk are tracked and reported on by using IT Service Management software tools (MSM), with focus on resolution of issues within defined service levels.
Job Duties and Responsibilities
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Provide Level-1 service desk services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
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Assist end-users remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.
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Acquire and maintain know-how on existing and newer IT systems in use to provide effective support to end-users.
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Ensure quality and efficiency of services provided, while respecting operating methods defined within the ITD quality standards.
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Take preventive measures to warranty IT services availability and avoid potential interruptions from an end user satisfaction level.
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Maintain the operational knowledge base in the Service Management Tool; record incident; provide quality advises during resolution; update knowledge base.
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Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity.
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Assist in developing accurate statistics and reports from MSM (IT Service Management tool), provide periodic performance reports.
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Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.
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Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
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Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.
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Provide desktop support for local users for network, telecom, mobile and all end-user computing devices.
Education
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Degree in Information Technology or relevant experience
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ITIL certification or equivalent experience
Experience
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3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents
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Proven track record of service desk experience with high level quality requirement
Knowledge, Skills and Language
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Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation)
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Good experience to receive user demands through various communication channels such emails and phone calls
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Excellent knowledge of a Service Management Tool and support workflow usage (MSM preferred)
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Excellent knowledge of MS Windows 7 & 10 operating system environment and related end users support requests
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Excellent knowledge of MS Office 2016 application suite and related end users support requests
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Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests
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Proven interpersonal and ability to communicate and coordinate with stakeholders across different internal/external teams for specific maintenance or support activities
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Affinity for team work, collaborative attitude, open-minded and adaptable
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Well organized, able to work under pressure and manage emergencies
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Fluently spoken and written English
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Good command of another IFRC official language (French, Spanish or Arabic) is an asset.
Competencies and Values
Accountability
Teamwork
Flexibility
Strategic Orientation
National Society relations
Comments
“This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.”
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