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World Health Organisation (WHO) seeks to recruit Informatics Assistant (Service Desk Lead)  

World Health Organisation (WHO) seeks to recruit Informatics Assistant (Service Desk Lead)  

Publié : 

Categories : Avis de recrutement

Domaines : Informatique - Télécommunication - Electronique

Regions : Philippines

World Health Organisation (WHO) seeks to recruit Informatics Assistant (Service Desk Lead) – (1802899)

Grade: G7
Contractual Arrangement: Fixed-term appointment
Contract duration: Two Years
Closing Date : Jul 11, 2018, 10:59:00 PM
Primary Location : Philippines-Manila
Organization : WP/DAF Director, Administration and Finance
Schedule : Full-time  

Objectives of the programme

The Information Technology Group (ITG) provides a range of information and communication technology (ICT) services to programmes at the Regional Office level, as well as to WHO country offices. This includes the responsibility for the formulation, implementation and coordination of IT policies across the Western Pacific Region and provision of information and communication services in a geographically large and challenging environment.

Description of duties

Under the supervision and guidance of the Manager, Information Technology and Administration, the incumbent is expected to perform the following tasks:

 

Leadership and Management

  1. Provide day-to-day leadership to the Regional Service Desk (RSD) Team by providing expert advice, motivating staff, ensuring that each team member delivers against clearly defined objectives; creating an empowering work environment focused on and coordinated with ICT priorities; and fostering high performance and efficiency towards the delivery of a stable ICT working environment for all regional staff;

 

Planning, Coordination and Communication

  1. Develop workplans for the user support component against agreed priorities including the provision of clear, accurate and regular reporting on activities and costs, while ensuring the cost effective use of funds and delivery are within the set time frame and budget;
  2. Oversee the planning and management of RSD support projects to ensure the application of sound project management, control methodologies, and coordination with other project resource requirements;
  3. Collaborate with other ICT teams, with particular attention to planning, implementation, validation and further improvement of ICT services and facilitate knowledge and experience sharing with counterparts in other WPRO country offices;
  4. Work closely with the Global Service Desk and other global teams in ensuring that global projects are implemented to agreed standards;

 

Technical and Strategic Delivery

  1. Take the lead in the development/delivery of service desk support technologies while working towards the continuous improvement of the RSD, collaborate to meet the needs of the Regional Applications Support group and represent WHO Regional Office for the Western Pacific in global projects with particular focus on the user support aspects;
  2. Establish work priorities and schedules within the recognized overall work program and deadlines including:
  1.  Deciding on a selection of appropriate implementation methodologies that meet specific performance objectives;
  2.  Developing criteria to test and improve network and support services;
  3.  Assessing the quality of work and services delivered, through user and supervisor feedback, which ensures the accuracy and relevance of technical delivery;
  4.  Recommends appropriate procedures and support to meet users’ requirements and, upon request, evaluate specified hardware or software;

 

Procurement

  1.  Carry out market research activities, provide costing of potential user support tools and solutions, recommend hardware and software; and review and ensure a timely and quality controlled implementation of chosen solution (s);

 

Documentation

  1. Suggest and implement policies, processes and operational procedures to ensure the effective management and operation of WPRO user support, including monitoring compliance;
  2. Develop an end-user documentation, including, but not limited to, standards, policies and audit requirements relevant to the user support environment, research results, maintain operational task status lists, operational progress reports, etc., and report to the Manager on a regular basis; and

 

Other duties

  1. Perform other related duties as required by the supervisor.

Required qualifications

Education

Essential: Graduation from secondary school with training in Information Technology.
Desirable: University degree and/or certifications in Information Technology.

Experience

Essential: Minimum of ten years’ experience in end-user support in a large international organizations with at least two years as Service Desk Lead in a Windows 10-based environment.
Desirable: Experience in supporting Windows 10 in a service desk context, including providing support in remote offices. Experience in project-based implementation of end-user device support and deployment.

Skills

Excellent professional computer skills; expertise in all aspects of user support and training in a large and complex environment; leadership skills, with the ability to guide, motivate and coordinate the work of a team; excellent organizational, analytical and planning skills, complemented by effective communication and presentation skills; ability to present information in a clear and concise manner; ability to work harmoniously as a member of a team, adapt to diverse educational and cultural backgrounds and maintain a high standard of personal conduct.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Producing results
Setting an example
Creating an empowering and motivating environment

Use of Language Skills

Essential: English

 

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 PHP 733,675 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

Apply HERE