IT Support Assistant

Contract

This is a G-5 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 5 years of experience, depending on education. More about G-5 contracts.

OBJECTIVES OF THE PROGRAMME

The WHO Budapest Centre (The Centre) is a Headquarter office under the Business Operations division. The Centre currently houses several independent teams: one attached to the Office of the Director-General, one attached to the Department of Human Resources and Talent Management, one attached to the Procurement and Supply Services Department and one attached to the Information Management and Technology. The Centre is being expanded, thus allowing an extension of its office space for outposted HQ functions and of its meeting space and facilities.

DESCRIPTION OF DUTIES

• Provide IT support to users in the proper operation of their computer systems (laptops and desktops) telephony, printing and network connectivity in coordination with the GSD and ESS to resolve general and user-specific IT issues.
• Provide proximity support to end-users as requested by the central help desk when remote management techniques are not enough.
• Responsible for the coordination and preparation of IT support needs, equipment, software installation and video conferencing needs of the entire duty station.
• Ensure that WBC staff travelling with a WHO laptop can access the WHO resources.
• Set up personal computers and phones for new staff members; coordinate with GSD and ESS to set up accounts, mailboxes, phone extensions and application access.
• Deliver introduction sessions on how to use shared drives, printers, and other IT services.
• Provide briefings for new users or advise users about upgrades and new features.
• Provide second-level troubleshooting and resolving of hardware and support issues.
• Troubleshoot and resolve hardware and software support issues related to non-standard configurations, including visitor notebooks.
• Manage the equipment loan pool in WBC (laptops, printers, power and telephone adapters, projectors, desktops, monitors).
• Provide meeting support to all units located in WBC.
• Create and update user documentation and performs end-user coaching and training as required.
• Advise units when equipment needs replacing and on the most appropriate hardware and software for their needs.
• Assist users in the procurement of hardware and software in the WHO catalogue and non-WHO catalogue.
• Create file-level data management solutions including the creation of groups, folders, and the setting of access rights.
• Work directly with users to assess team structures and relationships to determine the most rational configuration.
• Provide solutions and assistance to users and teams with space management and data migration problems.
• Organize storeroom in an efficient manner.
• Manage the IT equipment storage ensuring all IT equipment is correctly inventoried and assigned to owner units.
• Advise and assist in the disposal of old equipment in coordination with the Asset Management Unit (AMG).
• Within the Meeting, Rooms oversee the proper operation of specialized computer equipment (laptops, projectors and VC system) for use of users at WBC and visitors.
• Help set up video conferences and resolves issues with VC sessions.
• Ensure that all the IT equipment in the Meetings Rooms is well working and all the documentation is updated.
• Maintain data storage systems, including transferring data between different storage media types, such as hard disks, etc.
• Organize and schedule production runs of documented application/systems and utility programs.
• Coordinate with local service providers to resolve issues related to telephony, Internet and printing.
• Coordinate with Dell and contracted partners to resolve issues with the server and personal computer hardware and replaces faulty parts.
• Coordinate with the local facilities provider to resolve issues with the server room and cabling.
• Operate and maintains supplies (consumables) for peripheral equipment (printers, etc.)
• Ensure that backup and security procedures are adhered to in daily computer operations.
• Assist and organizes the network management of the WHO Budapest Centre ensuring patch networks with local network areas.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school education Desirable: IT Certifications in Microsoft Office/Windows XP Support/Hardware

Experience

Essential: At least 5 years of experience in user IT support and training in a large networked PC-based environment, including experience in large-scale migrations and deployment. Desirable: AIM\\Manage Soft experience. Experience in the WHO computing environment, including WHO-developed applications, and WHO rules and procedures.

Skills

• Knowledge of WHO HQ workstation operating systems and applications.
• Knowledge of various generations of Intel PC hardware.
• Familiarity with LAN technologies.
• Good familiarity with service desk systems, incident handling and escalation.
• Some knowledge of ACD and phone handling techniques.
• Good knowledge of Windows clients and Microsoft Office.
• Good knowledge of desktop and notebook technologies, and printers.
• Good knowledge of Windows servers and basic network technologies, Other required competencies include Producing Results and client orientation.

WHO Competencies

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing results

Use of Language Skills

Essential: Expert knowledge of English. Intermediate knowledge of Hungarian.

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at HUF 5,803,000 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• For information on WHO's operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.