The OSCE has a comprehensive approach to security that encompasses politico-military, economic and environmental, and human aspects. It therefore addresses a wide range of security-related concerns, including arms control, confidence- and security-building measures, human rights, combating human trafficking, national minorities, democratization, policing strategies, counter-terrorism and economic and environmental activities. All 57 participating States enjoy equal status, and decisions are taken by consensus on a politically, but not legally binding basis.
The OSCE Secretariat in Vienna assists the Chairmanship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions.
The Department of Management and Finance (DMF) is responsible for managing the material and financial resources of the Organization. The objective of DMF is to provide efficient and effective management of non-staff resources in support of OSCE programmatic activities. It provides policy guidance on the management of OSCE financial and material resources and develops and maintains OSCE Financial Regulations and Rules and Financial Administrative Instructions. DMF consists of Budget and Finance Services, Mission Support Section, Information and Communication Technology Services, and the Information Security and Co-ordination Unit.
Information and Communications Technology Services (ICTS) Section is responsible for the delivery of Information and Communications Technology (ICT) in support of the core business of the OSCE. This includes the management, operation, implementation, support, and maintenance of ICT projects, systems, and infrastructure and the delivery of ICTS support services to the Secretariat. ICTS provides corporate ICT services, ICT policy guidance, and support to all OSCE Institutions and Field Operations. The Section consists of four units: Infrastructure Operations Unit, Service and Support Unit, Functional Support Unit, and Software Development Unit. It comprises 34 staff members.
The ICT Service and Support Unit (SnS) comprises seven staff members. SnS is responsible for the delivery of end-user ICT support services to the OSCE Secretariat. This includes the provisioning and support of end-user ICT equipment, 1st line support of ICT infrastructure and applications, desktop design and security, and technical support for the conferences and meetings of the OSCE’s decision-making bodies.
Tasks and Responsibilities:
Under the supervision of the Chief, ICT Service and Support and overall guidance of the Deputy Director of Management and Finance, Head of ICTS, and as a member of the ICT Service and Support Unit (SnS), you will provide IT service desk support services to OSCE staff, delegations and participating states members.
More specifically, you will perform the following duties:
Providing first level user support;
Recording and managing user requests in the Service Desk tool;
Troubleshooting end-user software and hardware related problems;
Identifying, assessing and solving and/or escalating software and hardware related problems to second and/or third level;
Testing and installing hardware and software in accordance with the OSCE IT policies and Standard Operating Procedures;
Providing user training on IT services;
Maintaining records of computers and computer-related equipment;
Providing assistance to Conference Services in supporting official meetings in Hofburg;
Performing other related duties as assigned.
Necessary Qualifications:
Completed secondary education or technical school, supplemented by course work or technical training;
A minimum of two years of relevant professional experience in Help Desk/ ICT duties;
Experience with the installation and maintenance of user hardware and software in an office environment based on Microsoft Windows/Office;
Professional fluency in English, including excellent oral and written communication skills; knowledge of other OSCE working languages is an asset;
ITIL certification is considered as an asset;
Previous experience in managing user requests via a ticketing system is considered as an asset;
Demonstrated gender awareness and sensitivity, and an ability to integrate a gender perspective into tasks and activities;
Ability and willingness to work as a member of team, with people of different cultural, and religious backgrounds, different gender, and diverse political views, while maintaining impartiality and objectivity.
