ICT Assistant (Workspace) Grade: G5

Description of duties: Under the direction and supervision of the ICT Assistant (Customer Services), the incumbent will perform the following duties: 1. Assist in delivering timely, reliable and effective end user support: Provide IT end-user support at all levels, via phone, e-mail, and proximity support on all supported software and hardware platforms; Perform root cause analysis for problems at the first and second level in collaboration with the Supervisor and other ICT staff; Assist in implementing effective processes and procedures for user support and Help Desk; Ensure all assigned service requests are handled and promptly updated and closed using the WHO Global Service Desk system and conform to established service desk standards; Perform incident dispatching to other staff as defined in the support matrix; Monitor ownership of service requests, ensuring resolution at pre-agreed service levels. 2. Assist in efficient implementation of operational support processes and robust Change Management: Assist in implementation of established operational support processes and procedures and ongoing compliance with Information Technology Infrastructure Library (ITIL) standards for efficient service delivery; Update and monitor the Service Desk knowledge management database, and assist to create and update end-user documentation; Assist in developing and maintaining system and environment configuration documentation for Data Centre; Log security events received on Service Desk and escalate the same to the Supervisor to address any security threats. 3. Contribute to providing reliable, consistent and cost effective workplace services for SEARO users: Support Windows workstation, including standard operating system, email, anti-virus and other applications, management of user/group/file-sharing areas (quota and security), changes to the File Servers and central data settings; Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standards; Perform Moves/Adds and Changes for end user devices including telephones and provide support for end user peripherals; Support operations of video and tele-conferences; Support the cyber café facility and assist users for its usage; Provide support to internal and external meeting with respect to ICT services. Provide support on WHO official mobile devices including blackberry and laptops. Assist in providing end-user coaching and training as required. 4. Assist in Technology Assessment: Participate in testing; provide input, and feedback, to other ICT teams regarding the development, performance, and enhancement of the WHO computing environment. 5. Serve as a backup for other team members in the Customer Services team in their absence. 6. Carry out any other duties relevant to the job, as required by the supervisor.

REQUIRED QUALIFICATIONS

Education: Secondary School education supplemented by relevant courses in Information Technology. Microsoft Certifications, Information Technology Infrastructure Library (ITIL) foundation.

Skills: Formal training, certification and extensive experience in desktop hardware and software support, desktop technologies and end user devices. Extensive knowledge and experience in configuration, implementation and maintenance of desktop computers, patch management, laptops, desk phones and other peripheral IT devices. Very good understanding of Microsoft desktop technologies. Sound knowledge of ICT management good practices and industry trends particularly those pertaining to desktop services and information security management. Good presentation skills and document writing skills. Ability to meet deadlines and produce results, cope with constant work pressure, adapt to change in technology and move forward in a changing environment. Proven team working skills. Proficiency in managing Windows operating systems and troubleshooting and resolving issues in Windows environment including but not limited to Operating system, Microsoft Office, virus and security, as well as desk phones and mobile devices. Proficiency in using Service Desk tools for logging, tracking service requests and building knowledge base.

Experience: At least five years of experience in implementing and end-user support for Windows desktop environment, desk phones, telephony infrastructure, audio/video conferencing applications and network security. Knowledge in implementing ITIL based service delivery.

Languages: Good knowledge of written and spoken English.

Additional Information: The vacancy is subject to local recruitment and shall be filled, as far as possible, by persons residing in the local commuting area.

Annual salary: (Net of tax) INR 595750 at single rate

A written test and interviews may be used as a form of screening

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.