Helpdesk / User Support Technician

Job description

CTG overview

CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.

CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.

Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.

Visit www.ctg.org to find out more

Overview of position

CTG is looking for a qualified Helpdesk / User Support Technician for our operations. This role is being advertised for talent pool building purposes, once the project goes live, only those candidates that are shortlisted will be contacted.

Role objectives

• Act as a focal point for receipt & processing of user requests, including logging, escalation & resolution of issues reported to the FTS service desk unit either through emails or telephone phone calls.

• Logs end user requests via standard FTS ticketing system iNeed.

• Help install, configure, test & troubleshoot desktop, printer & end-user devices hardware & software, including configuring for LAN connectivity, desktop operating systems, email, unite UN email, citrix, database systems, internet web applications, network services like Domain Name Server (DNS), DHCP, & various security & client applications.

• Install, configures & test audio, video conference & desktop video conferences.

• Participate in the development, deployment & maintenance of application software(s) within Microsoft Office 365 & other web based architectures.

• Helps prepare technical & user documentation for training purposes & is also involved in conducting basic user training for IT related hardware & applications.

• Help provide monitoring of personal computers running the UN software delivery system to ensure that software distributions, patches & antivirus updates are being delivered correctly.

• Assist in meetings & conference preparation by standardizing & configuring conference hardware & software in various locations throughout headquarters & may be requested to operate the equipment during conferences.

• Be part of the activity concerning research on new technologies as requested, keeping abreast of developments in the field.

• Participate in the testing & evaluating new products & technologies.

• Provide training & guidance to UN staff on the more complex technical issues.

• Coordinate & oversee review meetings for outsizing issues, requests, tickets etc.

• Provide support beyond normal office working hours on a 24 x 7 basis, based on the roster of Duty Officer assignments.

Project reporting

This role reports to the line manager.

Key competencies

• Working knowledge of desktop, mobile devices & other office equipment.

• Basic troubleshooting skills for all ICT equipment.

• Customer centric oriented person.

• Good communication & interpersonal skills, are required.

Team management

This role has no team management responsibility.

Further information

• This role is being advertised for talent pool building purposes, once the project goes live, only those candidates that are shortlisted will be contacted.

• Qualified female candidates are encouraged to apply for this role.

Disclaimer:
· At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training.
· CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility and all staff are required to adhere to CTG’s Code of Conduct at all times.