Overview
The Digital Impact Specialist will provide ICT support and enable digital workplace tools to enhance staff productivity, knowledge sharing, and internal processes.
Key Responsibilities
- Provide first- and second-level ICT support to staff and office users.
- Coordinate the resolution and escalation of technical issues.
- Support users with ICT equipment, standard applications, connectivity, collaboration tools, and digital workplace services.
- Contribute to improving ICT helpdesk services.
- Maintain accurate records of support requests.
- Support ICT onboarding and orientation for staff.
- Provide regular feedback to the ICT supervisor.
- Support the administration, adoption, and effective use of Microsoft 365 services.
- Provide technical and functional support for SharePoint sites.
- Assist in designing, improving, and maintaining internal digital workplace platforms.
- Support Microsoft Teams collaboration spaces.
- Contribute to the standardization and improvement of internal digital workspaces.
- Advise users and teams on the practical use of Microsoft 365 and digital workplace tools.
- Support user access, account-related issues, and basic Azure/Entra ID-related tasks.
- Assist with cloud-based systems and corporate platforms.
- Support basic system administration tasks.
- Assist in maintaining reliable access to ICT systems.
- Support quality assurance and user acceptance testing.
- Document system-related issues.
- Support the design, development, testing, improvement, and maintenance of Power Apps, Power Automate workflows, and internal process automation tools.
- Work with ICT colleagues and business owners to understand operational needs.
- Contribute to the enhancement of existing digital tools.
- Support internal workflow automation initiatives.
- Document solution logic, workflows, and user instructions.
- Contribute to digital innovation and process improvement initiatives.
- Support the development and maintenance of Power BI dashboards, reports, and data visualizations.
- Assist with data preparation, dashboard testing, and access support.
- Support teams in using dashboards and reports.
- Provide technical guidance to users on how to interpret and use dashboards.
- Assist with the analysis and visualization of operational data.
- Support the use of approved AI, Copilot, or related productivity tools.
- Provide technical support for virtual, hybrid, and in-person meetings.
- Support the preparation, testing, live operation, and follow-up of conferencing and audiovisual technologies.
- Assist with Microsoft Teams, Zoom, WebEx, and other approved conferencing platforms.
- Coordinate meeting room technology readiness.
- Troubleshoot conferencing and audiovisual issues.
- Document recurring meeting support issues.
Required Experience
- At least 3 years of relevant professional experience in ICT support, helpdesk operations, digital workplace support, systems support, or related ICT functions.
- Practical experience supporting end users in a professional office environment.
- Good knowledge of Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Experience supporting users with ICT equipment, standard applications, connectivity, conferencing tools, and digital workplace platforms.
- Experience preparing user guidance materials, FAQs, troubleshooting notes, or basic training materials.
- Strong customer service orientation and ability to communicate technical information clearly to non-technical users.
- Strong problem-solving skills and ability to follow up on issues until resolution or escalation.
- Good organizational skills, attention to detail, and ability to manage multiple support requests.
- Excellent oral and written communication skills in Arabic and English.
- Ability to work effectively in a multicultural environment and collaborate with staff across different functions.
- Experience with Microsoft Azure / Entra ID, user access support, device readiness, or cloud-based administration is desirable.
- Experience with SharePoint sites, lists, libraries, permissions, and digital collaboration spaces is desirable.
- Experience with Power Apps, Power Automate, workflow automation, digital forms, or internal process improvement tools is desirable.
- Experience with Power BI dashboards, data analysis, reporting, or data visualization is desirable.
- Experience supporting AI, Microsoft Copilot, Copilot Studio, or similar digital productivity tools is desirable.
- Experience supporting virtual, hybrid, or in-person meetings using Teams, Zoom, WebEx, or similar platforms is desirable.
- Previous experience with the UN, international organizations, NGOs, or development-sector operations is an asset.
- Relevant Microsoft, cloud, data analytics, IT support, or networking certifications are an asset.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Information Systems, Data Science, Software Engineering, or another relevant field.
- A relevant combination of formal education, professional certification, and practical ICT experience may be considered.
