ZONAL ICT HELPDESK TECHNICIAN

PURPOSE OF THE PROGRAMME

The country team is responsible for promoting technical cooperation, stimulating interest and coordinating assistance for health development based on global and regional strategies and WHO guidelines. It is also responsible for contributing to
the collection, analysis and dissemination of health information.

DESCRIPTION OF DUTIES

Under the overall supervision of the WHO Zonal coordinator, direct supervision of the ICT Focal Point, the incumbent will be in charge of the following tasks.

The Zonal IT Helpdesk Technician provides first level technical support and assistance to WHO zonal and state offices staffs, ensuring their satisfaction and ability to operate machinery or technology effectively. The technician troubleshoots issues, provides solutions, and maintains records of events and resolutions.
The successful candidate will be responsible for resolving technical issues, providing troubleshooting, and maintaining the organization's ICT infrastructure at the zonal and state level

1. Helpdesk Support:
- Respond to and resolve technical queries and issues raised by staff via phone, email, or in-person.
- Provide timely and effective solutions to technical problems, escalating complex issues to the higher-level support at the Abuja country office level.
- Document and track all helpdesk requests using the organization's ticketing system.
2. Technical Troubleshooting:
- Troubleshoot and resolve hardware, software, and network issues.
- Conduct root cause analysis to identify and resolve recurring technical issues.
- Collaborate with other teams to resolve technical issues that impact multiple systems or departments.
3. ICT Infrastructure Maintenance:
- Perform routine maintenance tasks on ICT equipment, Firewalls, Switches, desktops, laptops, printers, and other peripherals.
- Ensure all ICT equipment is properly configured, updated, and secured.
- Conduct regular backups and ensure data integrity.
4. Technical Documentation:
- Maintain accurate and up-to-date technical documentation, including user manuals, technical guides, and knowledge base articles.
- Develop and deliver training materials and user guides to staff and stakeholders.

5. ICT Cybersecurity:
- Implement and enforce ICT security policies and procedures to ensure the security and integrity of the organization's data and systems.
- Monitor and respond to security incidents, escalating to management as needed.
6. User Training: Assist users in understanding and using IT systems and applications

7. Communication and Collaboration:
- Communicate technical information to non-technical stakeholders in a clear and concise manner.
- Collaborate with other teams to ensure effective ICT service delivery.
8. Perform other duties as required

REQUIRED QUALIFICATIONS

Education

Essential:

Completion of Secondary, technical, or commercial school

Desirable:

High school diploma or equivalent in Computer Science, Information Technology and ICT Certifications (e.g., Microsoft, CISCO, CompTIA A or Network , ITIL Foundation

Experience

Essential:

At least 3 years of experience in a helpdesk or technical support role

Desirable:

Experience with helpdesk and remote support tools, and ticketing systems. Understanding of networking principles and system administration tasks. Experience with IT Network architecture, Cisco routers and switches configuration, IP addressing and subnetting, Experience in virtualization

Competencies:

1. Communicating credibly and effectively
2. Foster integration and teamwork.
3. Produce results.
4. Move forward in a changing environment.
5. Manage resources effectively.

Use of language skills

Essential: Proficiency in English Language

Skills

Specific skills required:

• IT Skills; Work requires the use of word processing or other software packages, and standard office equipment. Formal or self-training in the use of standard office software.