The Department of Information Management and Technology has an operational and strategic role. The department provides relevant, quality, reliable and cost-effective IT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing and managing projects to address these requirements. The Chief Technology Officer sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization. It provides services and underlying technology platforms for digital workplace and enterprise information systems through the following teams:
Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation.
Architecture and Infrastructure: Help sets the overall technology architecture and standards and manages technology infrastructure foundation.
Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace including tools for end-users and collaboration services.
Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.
DESCRIPTION OF DUTIES
The incumbent is expected to undertake the following duties and responsibilities:-
Provide optimized end-user IT technical support ensuring complex issues and service requests are addressed within agreed resolution times.
Identify operational gaps and contribute to establish processes and document SOPs to ensure operational excellence in IT Service Management.
Monitor the team's compliance to policies, processes, and procedures (ITIL, IT Service Management and Quality Assurance Framework) leading to effective handling of tickets in a timely and orderly manner and take any corrective actions where required.
Perform Quality Assurance checks and regular examination of Service Desk Agents' performance by monitoring/auditing calls and tickets responses, reviewing ticket assignments, aging of tickets, communication with end users and daily distribution of tickets to GSD Analyst.
Monitoring Finesse dashboard and ensuring GSD Analysts adhere to the roster, keeping track on call handling, emails, and chats.
Produce and analyze monthly QA reports for process compliance, and provide recommendations for improvements.
Review Customer Satisfaction Surveys, especially escalations and contacting end users in a timely manner based on feedback.
Contribute to Continuous Improvement Initiatives on Quality Assurance and ITIL Processes Train, coach and evaluate new staff on their performances pertaining to ITIL, ITSM and Quality Assurance processes.
Engage with IT teams and conduct regular review or checkpoint meetings on the status of tickets assigned from GSD to IT operational teams with regard to, but not limited to: aging, escalations, problems, and potential training needed to improve ticket resolution time.
Conduct monthly report review meetings with the team, with structured agenda, ensuring minutes and action items are captured, and actions are taken on them.
Act as a subject matter expert in delegated areas as it relates to WHO's systems and processes.
Review, update or decommission Knowledge Base articles where gaps or issues are identified.
Provide input on specialized training needs for the team and participate in the development of training plan.
Perform other duties and responsibilities as assigned by supervisor.
REQUIRED QUALIFICATIONS
Education
Essential:
Completion of secondary, technical, or commercial school education.
Desirable:
ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office 365, and networks.
Training in IT end-user support and global shared services / call center environments.
Advanced knowledge of WHO/UN ICT and IT Global Applications.
Experience
Essential:
At least 8 years of relevant experience, including providing end-user support in a corporate environment with secondary, technical or commercial school education, or
6 years with a relevant first level university degree, or
5 years with a relevant advanced university degree.
Desirable:
Solid experience in providing advanced level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment.
Experience in WHO computing environment.
Prior experience in global shared services / call center.
Skills
Advanced knowledge of Incident Management across Desktop Technologies (Windows Clients and Microsoft Office Applications) and/or Business Applications (such as ERPs systems).
Experience in troubleshooting and supporting mobile devices (Android and iOS).
Strong knowledge and troubleshooting experience with Office 365 products and services which covers installations, "How To" questions, basic and advanced functionalities.
Advanced knowledge in service desk systems, incident and problem handling and escalation.
Excellent phone etiquette and phone handling skills/techniques.
Capability to translate the language of customers into useful technical information and vice versa.
Ability to multi-task.
Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.
Advanced knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office.
Advanced knowledge of ITIL concepts and processes, and using helpdesk ticketing system.
Knowledge on coaching/mentoring.
Excellent written and oral communications and training skills for educating and encouraging users.
Ability to communicate and cooperate with various levels of employees.
Capacity for immediate self-education in use of new systems and software applications.
