The objective of the Division of Business Operations (BOS) is to support the work of WHO in the European Region through delivery of services within the areas of human resources, finance, contracting and procurement, legal advice, information &communications technology, printing, security, facilities management, fixed assets, conference support, travel and transport, and staff wellness and well-being. As an enabling function, the division enhances the productivity of the health technical programmes and country offices while at the same time overseeing accountability, transparency and compliance with WHO administrative rules and regulations. The BOS division strives to strengthen the capacity of the WHO Regional Office for Europe (WHO/Europe) to react in an agile way to external and internal changes. The division projects are designed to increase productivity, ensure financial sustainability of the region's structures, reinforce a client-oriented culture, strengthen country office capacities, and drive strategic initiatives to enhance staff motivation and well-being. The purpose of the Information and Communications Technology (ICT) Unit is to champion and implement forward-thinking, cost-effective digital and technological solutions across the WHO European region, including country offices and geographically dispersed offices, as well as to the UN City located in Copenhagen, Denmark. ICT is committed to ensuring robust connectivity, quality equipment, advanced software solutions, and the safeguarding and accessibility of data. ICT is dedicated to providing exceptional support to all users, empowering a digitally-optimized WHO to achieve its strategic goals. Additionally, ICT provides connectivity, communication technology, and client support to the staff of the organizations housed within the UN City, facilitating a collaborative, efficient, and secure UN ecosystem.

To provide comprehensive service desk and onsite support to WHO/Europe end-users, prioritizing swift resolution of incidents and user queries to enhance user experience.

To support the IT infrastructure-related tasks in Enabling Hub in Istanbul, apps within the Microsoft 365 ecosystem, and other digital tools and applications.

To deliver technical assistance for meetings, conferences, and audio-video collaborations, fostering efficient and effective IT support services. 

Duties:

ICT Service Desk Operations :

• Deliver comprehensive IT support to end-users across all organizational levels within a dynamic IT Service Desk environment, managing support through phone, email, chat, direct interaction, and proactive system monitoring.
• Prioritize remote assistance via phone or client management tools as the primary method of support, extending to collaboration tools and platforms that facilitate hybrid and remote working environments. 
• Triage and address software and hardware issues at the user's workstation when remote resolution is not feasible, ensuring a seamless user experience.
• Facilitate IT support for mobile staff and guests, emphasizing security best practices and the safe use of technology.
• Offer guidance to users on the acquisition of standardized hardware and software, and provide educational resources to enhance user competence and self-sufficiency in utilizing IT resources.
• Utilize WHO's IT Service Management ticketing system for efficient tracking, resolution of user incidents, and proactive issue detection to minimize disruptions.
• Infrastructure and Network Support
• Manage the Network for Istanbul, ensuring seamless integration and cooperation with teams across EURO and headquarters, leveraging advanced network management practices.
• Administer workstation and laptop hardware, including setting up, imaging, and configuring according to WHO standards. This entails comprehensive client hardware troubleshooting, regular maintenance, servicing, and ensuring secure connections to the local network domain.
• Act as a point of contact for WHO/Global Private Network issues, promptly identifying and escalating them to the Global Service Desk (GSD) or headquarters IT team as necessary, ensuring rapid resolution and minimal disruption.

Application Support:

• Proactively escalate complex support queries to the appropriate EURO teams and technical division staff, ensuring that second-level support is timely and effective.
• Elevate issues related to WHO Enterprise Applications to the WHO Global Service Desk and the corresponding headquarters teams, facilitating swift resolution and minimizing operational impact.
• Offer specialized support for select applications and tools, catering to specific user needs while maintaining high service standards.
• Provide foundational support for accessing shared files and SharePoint workspaces, with a streamlined process for escalating more complex issues to the Identity and Access Management (IAM) team for advanced assistance.

Asset Management :

• Efficiently oversee the ICT equipment loan pool, including the management of laptops, videoconferencing equipment, and a variety of cables, ensuring resources are readily available and in excellent condition for staff needs.
• Collaborate closely with the other teams in the division to manage IT fixed assets, ensuring full compliance with WHO e-Manual provisions and adopting best practices in asset lifecycle management.
• Microsoft365 Apps Support
• Innovate and sustain the development of internal tools and applications using Microsoft 365 apps (including Power Automate, Power BI, and Power Apps) to enhance productivity and user experience across the organization.
• Efficiently manage the provision of installation packages for end-user software products, responding promptly to requests from EURO staff to ensure seamless access to essential tools for their roles.
• Communications, Learning, and Maintenance of IT knowledge Base Actively draft and disseminate communications to all staff regarding pertinent IT developments, updates, and guidelines, ensuring everyone is informed and aligned with best practices.
• Diligently curate and update the ICT knowledge base, including help desk procedures, product guides, and service overviews, to foster a culture of self-service and continuous learning within the organization.
• Identify and advocate for e-Learning and online training opportunities for users, complementing these with the development and delivery of tailored training sessions to enhance staff competencies and confidence in utilizing IT resources.
• Other duties as assigned, among others
• Step in to seamlessly cover the responsibilities of other ICT Service Desk staff during their absences, ensuring uninterrupted support and service continuity.
• Demonstrate flexibility and a collaborative spirit by providing additional support as required, contributing to the overall effectiveness and resilience of the ICT team.

Education

Essential:

• Completion of secondary school or equivalent.
• Training: Formal training in computer support disciplines, or equivalent practical experience in ICT Service Desk operations, proxy support, and conference support. Proficiency with Microsoft 365 Apps demonstrated through either formal training or direct experience.

Experience

Essential:

• A minimum of five years of IT support experience, particularly in providing user support within a large, networked, and PC-centric environment. Expertise in service desk operations and adept at handling incidents, problems, and escalations. Strong experience and knowledge with Microsoft 365 apps and SharePoint Online. Strong experience and knowledge of Windows, desktop computing, mobile phones, notebook technology, and printer support. Hands-on experience with conference support systems, encompassing a range of audio and video equipment.

Skills :

• Ability to provide high-level customer service, manage service desk tickets efficiently, and prioritize user requests based on urgency and impact.
• Proficiency in diagnosing and resolving complex technical issues related to hardware, software, and network systems.
• Skills in performing regular system checks and maintenance to ensure that systems operate correctly and to prevent potential issues.
• Capability to manage ICT Service Desk work, including upgrades and migrations, and coordinate with other ICT teams.
• Proven ability to manage phone communications effectively and provide exemplary client service, ideally in a multicultural setting.
• Deep understanding of ICT infrastructure components like servers, networking devices, and software environments.
• Knowledge of security protocols and practices to safeguard organizational data against unauthorized access and threats.
• Familiarity with various operating systems (Windows, macOS) and enterprise software applications.
• Insight into IT service management principles, preferably with a good understanding of frameworks like ITIL (Information Technology Infrastructure Library).
• Emotional intelligence; Ability to identify and manage one's own emotions, as well as helping others to do the same.

Language Skills :

Essential:

• Expert knowledge of English.

Source: https://careers.who.int/careersection/ex/jobdetail.ftl?job=2502573