ICT Assistant-OIM Retour vers les opportunités

​​1. Provide end‐user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking ownership of these requests, opening, updating, and closing them in the helpdesk ticketing system.

​         a. Take ownership of users’ requests/issues and be proactive when dealing with these issues

​         b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.

​         c. Log all actions and steps taken to respond to an incident or to complete a request.

​         d. Assist in determining root causes and propose resolutions for problems raised by reported incidents.

​         e. Escalate to the Regional Office or Global User Support (GUS) when necessary and according to the identified priority level of the issue.

​ 2. Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance

​3. Provide support, troubleshooting, and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices.

​4. Install and relocate the organizational unit’s hardware, coordinate equipment servicing, and manage user accounts. Maintain an update‐to‐ date inventory of ICT software licenses and of ICT equipment in coordination with the Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner

​ 5. Assist in managing the regular updates of patches and firmware of operating systems and other software and the distribution of the updates to all the workstations, as well as other devices. Regularly update to the latest firmware/patches to ensure protection from threats and vulnerabilities

​6. Configure or assist in the configuration of servers (physical and virtual) and active LAN components including wireless devices and other 3 security appliances.

​7. Support the proper maintenance and upgrade of operating systems, as well as end‐user applications and software, including MS O365.

​8. Provide first‐line support to IOM’s corporate applications and other in‐ house developed software

​ 9. Support the proper implementation of ICT policies, guidelines, and standards in IOM Tunis.

​10. Perform other related duties as required by his/her supervisor​