Officer, Service Desk

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-member National Societies (NSs). The overall aim of IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by NSs with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises. The IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. The IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into four main Divisions: (i) National Society Development and Coordination, (ii) Humanitarian Diplomacy and Digitalization, (iii) Management and Accountability and (iv) People and Strategy. The IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegations and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat. The IFRC has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the Red Cross and Red Crescent Movement, including sexual exploitation and abuse, sexual harassment and other forms of harassment, abuse of authority, discrimination, and lack of integrity (including but not limited to financial misconduct). IFRC also adheres to strict child safeguarding principles. The position is located in the Regional Office for Europe and Global Services Centre within the Corporate Services.

• Deliver high-quality information and communication technology support services to the end-user community, with a focus on incident and service request management, providing the service desk function.
• Participate in the work of project teams to test and support the new systems that are being introduced. Guarantee data information security, availability and integrity through strong operational competencies and within ITIL framework.
• Identify operational procedure gaps and contribute to their development in alignment with the required end-user support activities, maintain them up-to-date and provide structured support advice to the various IFRC stakeholders and end users.
• All services provided by the Officer, Service Desk are tracked and reported by IT Service Management software tools, with focus on resolution of issues within defined service levels.

• Provide Level-1 service desk and desktop support services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
• Assist end-users physically and remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and software problems.
• Acquire and maintain know-how on existing and newly adopted IT systems to provide effective support to end-users.
• Ensure quality and efficiency of services provided, with emphasis on providing solutions (rather than closing requests), while respecting operating methods defined within the ITD quality standards.
• Ensure end-users are informed about any potential outage, maintenance or degradation affecting IFRC IT services.
• Maintain the operational knowledge base in the Service Management Tool; record incident and service requests; provide quality advise and training during resolution; update knowledge base.
• Identify, review and participate in the development of IT projects to deliver appropriate, cost-effective systems that improve end-users’ productivity.
• Be prepared to deliver quality training sessions on specific IT systems, tools, and best practices to the regional end-user community in person and online that will help raise IT literacy levels.
• Act as escalation point for L1 IT officers in the European Region and ensure they are up-to-date on the processes and knowledge on IFRC IT services by making sure internal, restricted knowledge base is up-to-date, as well as communication and training/knowledge transfer to IT staff is done when necessary.
• Ensure meeting room equipment is functional and provide audio-visual support of events where IT support is requested (e.g. regional staff meetings, high-prestige conferences and workshops organized in house or at external location in Budapest.)
• Schedule and complete the onboarding process for end-users, including the set up and configuration of end-user equipment, briefing on IT systems and accesses, as well as updating the inventory.

• Maintain the inventory of end-user devices for the responsible office(s) and ensure inventory data is up to date.
• Take part in the creation and testing of the IFRC Image, as well as carrying out the deployment of the IFRC image on every IFRC laptop before handover to the end-users.
• Ensure higher level of expertise with regards to IT tools and solutions that are above Level 1 support level, but where knowledge transfer from Level 2 teams has taken place and is documented.
• Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practice.
• Adhere to IT security rules at all times.
• Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be a subject matter expert.
• Build a network of work relationships across the business units of the Corporate Services department (with finance, HR, admin, procurement colleagues) based on various office sites to establish smooth collaboration while carrying out IT focused projects.
• Provide IT-related services to National Societies of Europe and Central Asia including advocacy, supporting their IT and Digital Transformation projects, connecting them with relevant ITD teams.
• Work actively towards the achievement of the Federation Secretariat’s goals.
• Abide by and work in accordance with the Red Cross and Red Crescent principles.
• Perform any other work-related duties and responsibilities that may be assigned by the line manager.

• Degree in Information Technology is preferred to have.
• ITIL certification or equivalent are preferred to have.

Required to have:

• 3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents.   
• Proven track record of service desk experience with high level quality requirement.  

Required:

• Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation)
• Good experience to receive user demands through various communication channels such emails and phone calls
• Excellent knowledge of a Service Management Tool and support workflow usage (MS Windows 10,11 operating system environment and MS Office 365 application suite and related end users support requests
• Good knowledge of MS Active Directory concepts and user account management (MACD), Microsoft Outlook, additional services under Office 365 (OneDrive, Teams, SharePoint)
• Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests
• Proven interpersonal and ability to communicate and coordinate with stakeholders across different internal/external teams for specific maintenance or support activities
• Affinity for teamwork, collaborative attitude, open-minded and adaptable, solution and end-user result oriented
• Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy
• Well organized, able to work under pressure and manage emergencies

Preferred:

• Good knowledge of end-user computer monitoring and associated monitoring and reporting features.
• Adept at analysis and problem solving.

Values: Respect for diversity; Integrity; Professionalism; Accountability.
Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust.