IT Service Desk Assistant

Vor 2 Tagen

Geneva, Schweiz International Labour Organization Vollzeit

Grade: G5 

Vacancy no.:  GENEVA/GS/2024/09

Publication date: 23 May 2024
Application deadline (midnight Geneva time): 24 June 2024

Job ID: 11991 
Department: INFOTEC 
Organization Unit: TMS 
Location: Geneva
Contract type: Fixed Term 

The recruitment process for General Service positions is subject to local recruitment regulations and Article 4.3 of the ILO Staff Regulations. The ILO may only offer a contract to persons who have a valid residency status in Switzerland or who currently reside in neighbouring France.

The following are eligible to apply:

ILO Internal candidates in accordance with paragraphs 31 and 32 of Annex I of the Staff Regulations. Other staff members with at least five years of continuous service with the Office are also eligible. They are encouraged to apply and will be given special consideration at the screening and evaluation stage.  External candidates *

Applicants may be tested to assess skills in Microsoft Word, Excel and/or PowerPoint, or other skills. In addition to any interview or testing that may be requested of candidates, successful completion of the Assessment Centre is required for external candidates.

*Conditions of employment for external candidates: In conformity with existing ILO practice, the appointment of an external candidate will normally be made at the first step of this grade. The entry level salary for this position is 77571 CHF yearly.

Introduction


INFOTEC provides users with the necessary equipment, tools and systems to perform IT-related tasks in their daily work. This includes office automation products, communication and collaboration tools, Internet access, access to ILO databases and special applications, Web publishing tools, document and file management, security tools and utilities for specific tasks. 

The Technology Management Services (TMS) branch manages the ILO's underlying core IT infrastructure ensuring IT services are available according to established service level agreements. It provides operational support for email, databases, file systems and web applications and works closely with IT Staff located in ILO Regions to ensure continuity of IT operations in the Field.
The INFOTEC Service Desk functions as a single point of contact for users of IT services at ILO Head Quarters and is operating via the service desk portal, phone and in presence. It works closely with the user community and other INFOTEC teams to identify, troubleshoot and resolve IT-related issues.
The incumbent is expected to work with minimum direct supervision using established procedure and policies. The incumbent will provide a service to users during shift-basis working hours and, on special occasions such as the International Labour Conference, outside normal office hours. 

The position will work under the technical guidance of the Service Desk IT Team Lead and reports to the Service Desk Manager.

Specific Duties

1. Analyse and filter incoming issues and inquiries reported by end-users at Headquarters and in the Field related to IT systems. Identify what the issue is, if it can be resolved or whether it should be escalated to second level support. 
2. Propose solutions to reported issues and attempt to isolate problems and establish the root cause to facilitate troubleshooting. Report and resolve the issue with the appropriate support group, as required.
3. Fulfil standard service requests such as laptop loans, creation of user accounts, loans of conferencing equipment. Register requests for desktops, smartphones, computer accessories and forward to PGMS or User Support.
4. Take responsibility for delivery of selective project related tasks on behalf of the Service Desk. Participate in project teams and report back on project progress to the other Service Desk staff. 
5. Work in close cooperation with the other units in INFOTEC to follow-up on progress of incidents and problems, share information, prepare for upcoming technical changes, prioritise work effort and prepare communications. 
6. Provide information about the status of a request or information of general interest in the case of specific problems, such as the temporary unavailability of standard services. 
7. Identify IT documentation needs, validate them with other INFOTEC units, creating publishing and maintaining documentation under different formats (knowledge articles, video tutorials, presentations), participate in peer review of documentation produced by colleagues, preparing and leading information sessions. Subjects can refer to new or changed IT products, procedures or functionalities or known issues.
8. Assist in the development, maintenance and execution of test scenarios to ensure that staff use of productivity systems is not upset as a result of upgrades and patches.
9. Follow-up on user satisfaction and prepare Service Desk reports and statistics. 
10. Perform other related duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1. Provide quality and timely support services to the departments of the Office concerning computers and computer solutions.
2. Answer inquiries and give assistance concerning computer- and network-related questions.
3. Operate and administer Office and departmental computer systems using specialized
equipment and software.
4. Participate in meetings, activities and projects aimed at improving service levels to the Organization.
5. Provide other computer support services as needs arise.

Required qualifications

Education

Completion of secondary education supplemented by training in computers and computer systems.

Experience

Experience At least 5 years of progressive responsibility supporting IT Services in a large organization, with the following
- General knowledge in Information Technology (IT) including computers, network and collaboration systems.
- Good knowledge of PC hardware; 
- Demonstrated ability to troubleshoot hardware, software and network problems. 
- Working knowledge of Microsoft systems used in the ILO, e.g., Active Directory, Endpoint Manager, Windows 10, Defender 
- Intermediate level of proficiency with the Microsoft 365 Apps for Business, Outlook and Teams.
- Experience working with ITIL processes would be an advantage

Languages

Excellent command of English or French with the ability to draft well in this language, and a working knowledge of the second language. Knowledge of Spanish would be an advantage. 

Competencies

In addition to the ILO core competencies, this position requires:

Ability to answer in a courteous and polite manner, and to remain calm when facing anxious users facing IT problems
Ability to analyse and evaluate user problems, sometimes under situations of stress, to give immediate advice where possible, and to inform adequately other IT teams on reported problems
Ability to build productive user relationships; ability to take responsibility for ensuring user satisfaction.
Ability to process data accurately with attention to details. 
Ability to follow technical and administrative procedures reliably (e.g. backups, data security and system operations). 
Ability to learn new technologies.
Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.

Recruitment process

  • ITS Service Desk Analyst

    Vor 2 Tagen

    Geneva, Schweiz Geneva College Vollzeit

    Work Hours/Schedule: Flexible work schedules up to 20 hours per week during hours of 7:45am – 6:00pm Monday through Friday Primary purpose of position: Provide technical hardware, software, and connectivity problem resolution over the phone, by email, or in person to the campus community under supervision of the Service Desk Manager. Duties and...

  • Service Desk Specialist

    Vor 6 Tagen

    Geneva, Schweiz AXEPTA SA Vollzeit

    Nous recherchons un(e) Service Desk Spécialiste Junior motivé(e) pour rejoindre notre équipe dynamique. Vous serez en charge de fournir un support technique de premier niveau à nos en garantissant la résolution rapide et efficace des incidents et des demandes. Ce poste est idéal pour un(e) ayant un excellent niveau en anglais et désireux(se) de...

  • Assistant(e) au Service Desk informatique

    Vor 2 Tagen

    Geneva, Schweiz International Labour Organization Vollzeit

    Peuvent participer: Les candidats/tes internes du BIT, en accord avec les paragraphes 31 et 32 de l'annexe I du Statut du personnel. Les candidats/tes ayant plus de cinq années de services continu au sein de l'organisation sont également éligibles, et sont encouragé(e)s à postuler. Une attention particulière leur sera apportée au moment de...

  • Front Desk Manager

    Vor 2 Tagen

    Geneva, Schweiz MSC CRUISES Vollzeit

    JOB PURPOSE The Front Desk Manager supervises the Guest Service Agents and Bell Boy team in order to provide personalized service and first contact resolutions to guests’ issues, while running the operation of the Reception - Guest Service desk. KEY ACCOUNTABILITIES • Leading the Front Desk Team, by liaising with Guest Relations Director...

  • Assistant Relationship Management EAM Desk Geneva

    Vor 2 Tagen

    Geneva, Schweiz Vontobel Beteiligungen AG Vollzeit

    Are you passionate about the financial world? For our External Asset Manager (EAM) desk in Geneva, we are looking for an Assistant Relationship Management who will help support the team. What would your role be? Take ownership and support the management of a client portfolio, putting the client’s needs in first place. Be the go-to expert when it comes...

  • Assistant Relationship Management EAM Desk Geneva

    Vor 3 Tagen

    Geneva, Schweiz Vontobel Holding AG Vollzeit

    Are you passionate about the financial world? For our External Asset Manager (EAM) desk in Geneva, we are looking for an Assistant Relationship Management who will help support the team.What would your role be?Take ownership and support the management of a client portfolio, putting the client’s needs in first place.Be the go-to expert when it comes to the...

  • Dry Cargo Chartering Broker – Handysize Desk

    Vor 2 Tagen

    Geneva, Schweiz Howe Robinson Vollzeit

    Dry Cargo Chartering Job Description Dry Cargo Chartering Broker, Handysize Desk, Geneva Office Background In line with the company’s expansion plans we are looking for an experienced broker on dry cargo chartering for our Geneva office, who has an existing portfolio of dry cargo clients. Duties Service clients’ requirements for Dry...

  • Team Administrative Assistant

    Vor 3 Tagen

    Geneva, Schweiz UNICC Vollzeit

    This is a readvertisement. If you already applied for a position with the same reference, please do not to reapply. UNICC has registered your application and it will be considered for the vacancy. The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by...

  • Assistant Manager

    Vor 3 Tagen

    Geneva, Schweiz KPMG AG Vollzeit

    We are looking for a motivated, committed person who is willing to support our audit clients as well as our advisory clients in transforming and future-proofing their IT Risk Functions and frameworks, working in a dynamic team environment.Your contribution to KPMGAct as Engagement Manager for external IT audits in relation to financial statement and...

  • ASSISTANT MANAGER 100% ZARA HOME GENEVE

    Vor 2 Tagen

    Geneva, Schweiz Zara Home Vollzeit

    Tu aimerais travailler dans une branche qui lance les tendances et qui vit la mode ? Tu as toujours les désirs de la clientèle à l œil et tu souhaites devenir le/la leader d un team dynamique ! Alors débutes maintenant ta carrière au sein d INDITEX, le leader mondial dans le domaine de la mode ! Nous pensons de manière innovante et te proposons d...

  • Service civil, affectations diverses

    vor 1 Woche

    Geneva, Schweiz HUG Vollzeit

    Nous proposons des affectations avec un programme prioritaire "soins et assistance", voici la liste :aide à l'accueil patients et patientes ;aide aux patients patientes ;aide en ergothérapie ;aide en physiothérapie ;aide hospitalier ;assistant de recherche (programme prioritaire selon appréciation de l'Office fédéral du service civil).Nous proposons...

  • Site/Deskside Support EUC System Administrator

    Vor 2 Tagen

    Geneva, Schweiz Next-Link Vollzeit

    Site/Deskside Support EUC System Administrator As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices. (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP/SOW. Support provided to customer’s employees is based on the Incidents and...

  • Site/Deskside Support EUC System Administrator

    Vor 2 Tagen

    Geneva, Schweiz Next-Link Vollzeit

    Job DescriptionSite/Deskside Support EUC System Administrator As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices. (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP/SOW. Support provided to customer’s employees is based on the...

  • STAGE - Assistant Pricing et Structuration h/f

    Vor 2 Tagen

    Geneva, Schweiz SILEX INVESTMENT PARTNERS Vollzeit

    À propos de nousSILEX est un intermédiaire financier indépendant fondé en 2016, qui ambitionne d’accompagner durablement l’industrie de la gestion de fortune, en alliant le meilleur des expertises humaines et d’une technologie de pointe développée en interne. Nous accompagnons nos clients dans chaque étape de leur processus d’investissement à...

  • Service civil, affectations diverses

    Vor 6 Tagen

    Geneva, Schweiz HUG Vollzeit

    Nous proposons des affectations avec un programme prioritaire "soins et assistance", voici la liste :aide à l'accueil patients et patientes ;aide aux patients patientes ;aide en ergothérapie ;aide en physiothérapie ;aide hospitalier ;assistant de recherche (programme prioritaire selon appréciation de l'Office fédéral du service civil).Nous proposons...

  • CRM Assistant in Private Banking Switzerland

    Vor 2 Tagen

    Geneva, Schweiz J Safra Sarasin Vollzeit

    Your role As a CRM Assistant in Private Banking you will support the Client Relationship Managers in their day-to-day tasks in the areas of trading, marketing, and administration. You will be a key element of the Swiss team in our Geneva office.  Your responsibilities Provide day-to-day support to CRMs and to the Desk Head in administrative and...

  • Executive Assistant M/F

    Vor 2 Tagen

    Geneva, Schweiz STMicroelectronics Vollzeit

    Job description *JOB PURPOSE: Assistant to 6 Vice Presidents in the Global S&M organization. Responsibilities include: • Travel arrangements and expense reports • Key contact for purchase processes • National and international meetings and events management • Calendar management especially with vendors/consultants and external parties in...

  • Assistant de direction

    Vor 6 Tagen

    Geneva, Schweiz Dieci AG Vollzeit

    Dieci est une pizzeria réputée, reconnue pour ses pizzas savoureuses et son service exceptionnel. Nous sommes à la recherche d'un responsable manager/assistant de direction passionné de pizza pour rejoindre notre équipe dynamique. Si vous êtes un amateur de pizza, un spécialiste du Take Away & Livraison et que vous avez de solides compétences en...

  • Assistant de direction

    Vor 2 Tagen

    Geneva, Schweiz Dieci AG Vollzeit

    Dieci est une pizzeria réputée, reconnue pour ses pizzas savoureuses et son service exceptionnel. Nous sommes à la recherche d'un responsable manager/assistant de direction passionné de pizza pour rejoindre notre équipe dynamique. Si vous êtes un amateur de pizza, un spécialiste du Take Away & Livraison et que vous avez de solides compétences en...

  • Service civil, affectations diverses

    Vor 2 Tagen

    Geneva, Schweiz HUG Vollzeit

    Description de l'entreprise Avec plus de 12'000 collaborateurs et collaboratrices représentant 160 métiers, les Hôpitaux Universitaires de Genève sont un établissement de référence au niveau national et international. Pour en savoir plus sur notre institution, prenez quelques minutes pour découvrir les moments forts de l’année 2022 en...