Rationale/Objective for Position
This
position will be hierarchically and functionally accountable to IT Officer.
The Service Desk Officer is responsible for
providing efficient and effective technical support to end users within the
organization.
Tasks & Responsibilities
Technical and Operational
Responsibilities
- Provide prompt and
courteous technical assistance to end users for hardware and software
issues.
- Diagnose and resolve
problems related to technologies used in the office: Office 365
services, Windows 11, ERP, etc.
- Address and resolve
issues with SIM card activation, connectivity, and functionality.
- Troubleshoot and
address internet connectivity issues to ensure uninterrupted
access.
- Assist in setting up and
managing user accounts, subscriptions, and access to SIM card
services.
- Configure permissions,
access controls, and document libraries in SharePoint to support
SIM card management.
- Install, troubleshoot,
and repair computers, printers/copiers, mobile devices, and other IT
equipment.
- Ensure proper
functionality of conference room equipment, printers, Wi-Fi access
points, and SIM card-related tools.
- Communicate effectively
with users, different departments, and stakeholders to understand and
address IT needs.
- Collaborate with the IT
team to identify and resolve IT infrastructure-related challenges.
- Adhere to and
enforce IT security policies and procedures.
- Support data backup,
restore, and recovery processes to ensure data protection.
- Provide regular updates
and reports on IT support activities, user issues, and SIM card-related
solutions.
- Maintain accurate
documentation of SIM card troubleshooting procedures, resolutions, and
improvements.
- Support onboarding
and deboarding of staff.
Other Responsibilities
- Integrate EDI &
Safeguarding aspects in area of work responsibility, including
policies and practices.
- Recognize, respond, and
document any form of abuse or inappropriate behavior and alert the
safeguarding unit of any suspected potential abuse.
- Proactively participate
in the individual performance management process including objective
setting, performance monitoring and performance evaluation.
Qualifications
Education:
- A Bachelor’s
degree/Diploma in Computer Science, Information Technology or an
equivalent qualification from a recognized institution.
Experience:
- At least two (2)
years of experience in an IT support role, encompassing hardware,
software, and network troubleshooting in a similar context.
- Field experience with MSF
or other humanitarian NGOs is an added advantage.
- Hands-on experience
with Microsoft 365, Windows 10/11, Teams, Intune, and Active
Directory/Entra ID.
- Proficiency in diagnosing
and resolving hardware and software problems for end users.
- Relevant certifications
such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft
certifications can be beneficial.
- Experience
using ITSM tools in handling IT support.
- Fluency in
English is required, and knowledge of French and a third
language is an added advantage.
How to Apply
