INFOTEC provides users with the necessary equipment, tools and systems to perform IT-related tasks in their daily work. This includes office automation products, communication and collaboration tools, Internet access, access to ILO databases and special applications, Web publishing tools, document and file management, security tools and utilities for specific tasks.
The Technology Management Services (TMS) branch manages the ILO's underlying core IT infrastructure ensuring IT services are available according to established service level agreements. It provides operational support for email, databases, file systems and web applications and works closely with IT Staff located in ILO Regions to ensure continuity of IT operations in the Field.
The INFOTEC Service Desk functions as a single point of contact for users of IT services at ILO Head Quarters and is operating via the service desk portal, phone and in presence. It works closely with the user community and other INFOTEC teams to identify, troubleshoot and resolve IT-related issues.
The incumbent is expected to work with minimum direct supervision using established procedure and policies. The incumbent will provide a service to users during shift-basis working hours and, on special occasions such as the International Labour Conference, outside normal office hours.
The position will work under the technical guidance of the Service Desk IT Team Lead and reports to the Service Desk Manager.
These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties: