Responsibilities

Function 1 (incl. Expected results)

Acts as a first point of contact and provide first level support for users, serving as the interface between users and Information Technology (IT) staff, achieving results such as:

• Respond to all incoming requests/queries either by phone, email or through the computerized Service Desk system.
• Use of service desk support systems (i.e. Service Desk Plus) to manage incoming service requests.
• Perform and assign evaluation of the call priority.
• Correct escalation of Service Desk call in violation of Service Level Agreements (SLA).
• Register, evaluate, and assign the issue to the correct group or technician.
• Decide on allocation of appropriate resources to service user call.
• Escalate Service Desk calls in violation of the established Service Level Agreement.
• Provide first level support to ICAO IT users/Delegations and Regional Office staff remotely, in response to Service Desk requests.
• Monitor status of all calls.

Function 2 (incl. Expected results)

Analyzes and diagnoses and takes corrective action on technical difficulties or problem symptoms, and ensures that user expectations are met, achieving results such as:

• Resolve issues related to first level IT services quickly on initial contact.
• Provide basic support for deployed computer application including version management and local data recovery.
• Brief/coach users at all levels on the usage of computer equipment and software, Evaluate, decide and advise users on appropriate remedial actions available for technical issues.
• Inform users of on-going event affecting the delivery of IT Services.
• Follow up on assigned work orders with IT staff a ensure a timely resolution of the problem(s).
• Follow up with users to ensure issues were resolved with satisfaction.
• Communicate with different ETS team such as Agresso/SharePoint/Web Management Unit.
• Record problem resolution.
• Monitor adherence to the Service Level Agreement(s).
• Manage and assist in password reset/expiration and contract extension using Adaxes system in Active Directory.
• Coordinate with Legal Affairs and External Relations Bureau (LEB) in assisting Delegations’ email accounts creation.
• Process software/hardware request forms as they are received.
• Provide email access rights and maintain email distribution lists as needed.
• Communicate with various level 2/3 IT support teams for all related requests.
• Prepare Technical Documentation.

Function 3 (incl. Expected results)

Reports, informs, and monitors statistics, service levels, and service disruptions, achieving results such as:

• Report on available Key Performance Indicators (KPI) for Service Desk performance, statistical data on call resolution and SLA status.
• Actively review reports and highlight to senior IT management on any irregularities.
• Participate in the periodic review of Service Level Agreements (SLA).
• Report Service Desk status/issues or failure to meet the SLA to the immediate supervisor and escalate to Senior IT management when required.
• Inform users of on-going event affecting the delivery of IT Services.
• Advise users on rules, regulations, policies and procedures related to enterprise IT applications and services.
• Provide training to all users on enterprise IT functions.

Function 4 (incl. Expected results)

Manages equipment loan to users from ICT equipment pool, achieving results such as:

• Provide equipment on loan to the users including restaging with ICAO standard images for meeting and mission purposes as well as resetting equipment to manufactory settings default of all returned laptops, tablets, and other devices.
• Provide iPad support including updating equipment to the most recent versions.
• Maintain registry and inventory of loaner IT equipment and locations.
• Follow-up on outstanding equipment loans, manage and coordinate incoming & outgoing.
• Advise senior IT management on loaner equipment issues (availability, loss of equipment, etc).
• Maintain the Clearance Certificate process for ETS, ensuring all users leaving ICAO have returned all equipment, and coordinate directly with the team to make sure the procedure is done properly.

Function 5 (incl. Expected results)

Participates in the testing, debugging and implementation of new application systems releases, achieving results such as:

• Test new computer development and implementation and report specific problems to senior IT management to ensure proper deployment of new products.
• Fully customize updates to Service Management system modules.
• Successful deployment of latest versions of workstation images.