Overview
The role ensures the efficient and high-quality delivery of ICT technical services and support by overseeing support staff, managing ticket lifecycles, and tracking performance metrics. The main purpose is to maintain high customer satisfaction, optimize service workflows, and act as the escalation point for critical issues.
Key Responsibilities
- Coordinating day-to-day work of help desk resources.
- Supporting onboarding by providing training on tools and procedures.
- Assisting with supply planning, procurement follow-up, and vendor communication.
- Supporting tracking of software licenses and SaaS subscriptions.
- Coordinating ticket queues to ensure timely follow-up.
- Prioritizing routine issues and escalating complex cases.
- Assisting in establishing troubleshooting procedures and handling escalations.
- Liaising with GSSC for tickets requiring additional support.
- Supporting coordination with the PFP-ICT Apps Unit.
- Monitoring service metrics and sharing observations.
- Supporting SLA tracking and providing input on recurring issues.
- Providing routine support to maintain system security and functionality.
- Contributing inputs to DRP, security processes.
- Identifying small improvement opportunities and proposing solutions.
- Serving as first point of contact to help clarify user needs and provide timely assistance.
- Supporting user onboarding, relocation, and offboarding tasks.
- Coordinating with GSSC for escalations and information-sharing.
- Assisting with preparation of guides and training materials.
- Helping organize training sessions.
- Supporting routine tasks related to ECM for CSC Rome.
Required Experience
- A minimum of two (2) years of professional experience in providing ICT support for multi offices or divisions setup, at the national or international level, is required.
- A proven track record in managing end-user support, ticketing systems, workflow optimization and process automation, is required.
- Demonstrated ability to monitor and report on key performance indicators (KPIs) and service level agreements (SLAs), is required.
- Excellent customer service skills, including experience in user onboarding/offboarding and training, is required.
- Experienced in managing and maintaining cloud services such as Infrastructure, Platform, etc. as a Service, is required.
- Experienced working collaboratively with cross-functional teams and external partners, is an asset.
- Experienced in managing data and systems integration using major cloud services such as Azure Integration Services, etc, is an asset.
- Experienced with ServiceNow, Sharegate and Salesforce is an asset.
- Knowledge of asset acquisition, software licensing, and SaaS subscriptions, is an asset.
- Prior experience in the development sector or UN system/ international NGOs is an asset.
- Relevant experience at country level, particularly in development, fragile settings and humanitarian context is an asset.
Qualifications
- A University Degree (Bachelor's) in Information Technology, Computer Science, Engineering, or a related field is required.
- Professional and/or university courses related to the area of Project Management, Business Analysis, Data Modeling, AI is an asset.
- ITIL Foundation Certificate or equivalent customer support certification is an asset.
