Service Desk Officer - Jobs in Amman, Jordan

Job Description

Org. Setting and ReportingJFO IMTD will lead the implementation and design for education digital transformation project (KFW) which will expand access to devices & connectivity for students and teachers, and it will also contribute to improving the schools infrastructure, including and not limit to upgrade the school network infrastructure, internet connectivity, provide the needed wireless access to school facilities and class rooms, configure the tablet. we expect an increase in incidents and service requests while implementing the digital transformation project for education which is funded by KFW. Accordingly, as project proposed two positions of ICT Service Desk Officer to assure continuity of the providing efficient support to response for the digital transformation project, which requires two years of support.?Title of Supervisor: Senior Service Desk Officer?Title of Supervisee/s: N/AResponsibilities?Acts as a member of the ICT Service Desk team and provides first-level ICT support servicesto end-users in accordance with established standards, policies, and operating procedures,including;1. Fulfilling end-user requests for ICT services, including access to application systems andcomputer or mobile resources.2. Identifying and resolving/escalating reported incidents related to computer hardware andsoftware, mobile devices and other technology-related tools and products, access issues,connectivity, telephony, video conferencing, and software operational problems, analyzingissues and incidents, identifying systemic problems, and recommending appropriate solutions,and contributing to ICT knowledge management system3. Identifying and resolving/escalating reported applications systems functional and/or operational issues and problems in coordination with the second-level support teams.4. Maintaining and updating standard Service Desk information management system, including the status of all assigned service requests and incidents;5. Providing general information and advice to end-user queries on ICT products and services at UNRWA, potential access, usage policies, acquisition, upgrade, and replacement of standard ICT hardware, software, or mobile equipment;6. Collecting and analyzing end-user feedback and making recommendations to the appropriate internal team.7. Conducting ongoing end-user training needs assessment with the substantive contribution to developing end-user training materials.?Receives and installs new or updated existing end-user ICT hardware, mobile devices, and software, including the operating system and anti-virus software, in accordance with established standards; prepares and maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices, and provision of minor ICT equipment;?Provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices, and standard software packages.?Prepares and supports requested ICT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection services.; provides daily video conferencing connectivity and troubleshooting services.?Performs such other duties as may be assigned.

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