Service Desk Technician

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this

Purpose

The ICRC ICT division is responsible for designing, implementing, and supporting ICT solutions for more than 15'000 of its employees worldwide. The Belgrade Shared Services Center (BSSC) is created to provide a 24x7 ICT support service to the ICRC worldwide operations.

The Service Desk Technician supports users by addressing their IT requests according to the service level agreements.

Accountabilities & Functional responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, portal, or e-mail.
• Ensures the full processing of incidents and requests from ICRC users.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process.
• Collect all necessary information and log them before forwarding the ticket to other levels of support.
• Provides services and ensures predefined SLAs are respected.
• Ensures the permanent end-to-end IT service to the ICRC users – 24/7 support.
• Ensures the 24/7 smooth operations of the ICRC IT infrastructure.
• Deal with user complaints in a professional manner.
• Create, update user-based FAQ’s and internal Knowledge Base.
• Improve processes and procedures within the team allowing strong service focused deliverables.

Professional Experience required / Certifications / Education required

• Computer science technical degree or 3 years equivalent experience.
• Minimum 2 years of professional experience in the IT service desk field.
• Available to work in shifts 24/7 including weekends and public holidays.
• Tech-oriented with working knowledge in IT domain and remote support experience.
• Good understanding of computer hardware, operating systems, mobile devices, and other tech products.
• ITIL foundation desirable (or equivalent experience).
• Proven experience in using corporate service management tool (ticketing) tool.
• Excellent knowledge of the English language (written and spoken). Knowledge of French (written and spoken) is an asset.
• Affinity for teamwork and strong collaborative attitude.
• End-user service oriented, well-organized, open-minded and adaptable.
• Motivated by the humanitarian work.
• Able to work under pressure and manage crises with discernment.

Additional information

• Type of role: Service Desk Technician 1 (800376)
• Working rate: 100%
• Location: BSSC (Tresnjinog cveta 1, Belgrade)
• Job level: B2
• Length of assignment: Open-ended
• Type of position: Resident - 2 open positions (The vacancy is open only for persons with Serbian citizenship or personal work permit in the Republic of Serbia)
• Application deadline: 08.04.2024.

If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

What we offer

• Work and progressive professional development in an exciting international environment.
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.
• Stimulating benefits package.