Overview
Provide proficient support in iNeed service delivery, including handling Vienna calls and requests through the iNeed global system. The role involves providing Tier 1 and Tier 2 technical support for software and office equipment, deploying PCs, and backing up user data.
Tasks Summary
- Provide proficient support in iNeed service delivery.
- Provide Tier 1 and Tier 2 technical support.
- Perform a wide range of office support and administrative functions.
- Assist in providing software and office equipment support.
- Deploy the installed PCs and productivity devices to end user desks.
- Backup and restore user specific data.
- Provide iNeed training to colleagues in Vienna.
- Prepare and provide short, targeted training sessions to new iNeed agents.
- Coordinate elevated iNeed issues with the iNeed/USD main focal points.
- Prepare technical and user documentation for deployed computer application systems, as well as training materials and conduct technical presentations.
- Answer the IT Customer Support telephone lines and communicate professionally with users.
- Log enquiries and/or requests for assistance from users in the form of calls to the UNOV Customer Support telephone or through e-mail messages; maintain accurate log entries with fault details and contact information.
- Respond to moderately complex requests and inquiries by providing technical guidance remotely to enable callers to solve problems.
- As necessary, dispatch unresolved enquiries to ITS colleagues for handling.
- Provide support for identity and access issues using Azure Active Directory, including user provisioning, password resets, and troubleshooting authentication problems.
- Manage and support device compliance and application deployment through Microsoft Intune, ensuring secure configuration and policy enforcement across enrolled devices.
- Check the call log regularly to follow up on further action taken until satisfactory resolution of each case, bringing to the attention of responsible colleagues any upstanding situations within the established time frame.
- Communicate and record, review relevant information to appropriate staff inside the work unit.
- Prepare, provide and present accurate weekly statistics of calls and tickets handled by the Customer Support Team as well as those handled by Tier 2 and Tier 3 levels within IT local services.
- Research and evaluate new CRM and other software products ensuring user friendliness and compatibility with current operational standards.
- Conduct basic market analysis, small feasibility studies and market research.
- Assist the Customer Support and Service Design and Provisioning Team in various other related tasks as required.
- Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
- Assist with visualizations and updating information material such as web pages or brochures.
- Carry out other related duties as assigned by the Team Leader of the Service Design and Provisioning Team (SDP) and the Service Delivery Officer (SD).
Experience Requirements
- A minimum of five (5) years of progressively responsible work experience in information systems administration and maintenance and administrative and office support functions, preferably in a large organization, is required.
- The minimum number of years of relevant experience is reduced to three for candidates who possess a first-level university degree or higher.
- Work experience in general office automation software, local area networks, and M365 is required.
- Work experience with Azure AD and Intune administration is required.
- Work experience in providing and presenting technical documentation and preparing statistics is desirable.
- Work experience within the United Nations or a similar international organization is desirable.
- Experience in data analytics or related area is desirable.
Qualification Requirements
- High school diploma or equivalent.
- ITIL 4 or Prince 2 Certification is required.
- Azure Fundamentals Certification is desirable.
