Senior Service Desk Analyst

World Health Organisation(WHO), Kuala Lumpur, Malaysia

Skill Required:, HR and Admin
Preferred Experience: 
3 to 10 Years
Closing Date for Applications: 
7th December, 2015

Job Description

Description of duties:

- The incumbent is a main resource in WHO in providing first and second level user support and coaching on both IT and business functional issues, including the Global Management System (GSM), and he/she will have to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as ensure that guidelines/policies are followed.
- Reporting to the IT Specialist (GSD), the incumbent is responsible for providing an advanced level of day-to-day technical and business functional support to WHO end-users.
- S\he will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues.
- This post provides a support role in technical and business functional support to WHO end-users and their associated equipment and applications.

The duties and responsibilities include the following:

- Provide IT, Oracle, and business functional end-user support at all levels, via phone, e-mail, and web technologies.
- Perform root cause analysis for problems at the third level in collaboration with the Service Desk Technical Support Lead and other ITT and GSC personnel.
- Perform incident dispatching to other staff as defined in the WHO ITT Service Management Platform. Monitor call ownership, ensuring call resolution at pre-agreed service levels. Ensure that incidents entered into the Service Desk Management System conform to Service Desk and IOC standards.
- Perform Windows workstation and server administration, including the management of user/group/file-sharing areas (quota and security), changes to the Directory File Servers (DFS), and central data settings.
- Update and monitor the WHO ITT Service Management Platform, including its knowledge management database, and create and update end-user documentation.
- Advise users in the procurement of hardware and software.
- Perform end-user coaching and training as required.
- Test, provide input, and feedback, to other IT sections regarding the development, performance, and enhancement of the WHO computing environment.
- Coordinate ITT Service Desk projects, and other duties and responsibilities, as assigned.


- Essential: Completion of secondary, technical, or commercial school education with vendor and non-vendor specific certifications in customer service, Windows, Office, and networks.
- Desirable: Oracle certifications, ITIL Foundation certification or Microsoft Certifications.
- WHO only considers higher educational qualifications obtained from an accredited institution. The list can be accessed through the link:


- Advanced knowledge of WHO workstation operating systems and applications.
- Computer skills should be maintained and kept up-to-date by self-study, externally provided, and in-house training when available.
- Demonstrable self-training.
- Strong knowledge of service desk systems, incident and problem handling, escalation, and root-cause analysis.
- Good knowledge of ACD and phone handling techniques.
- Good knowledge of Windows servers and network technologies, including experience in large-scale migrations and deployments.
- Knowledge of various generations of Intel PC hardware and Xerox, HP, and/or Lexmark laser jet printers.
- Familiarity with Ethernet and other LAN technologies.



- At least 8 years of experience in information technology and business functional support, including at least 3 years in user support and training in a large international networked PC based environment or;
- 6 years with a relevant first level University Degree or;
- 5 years with a relevant Advanced University Degree.


- Programming experience and web development. Highly desired previous knowledge working in call center environments supporting IT and business functional issues.
- Experience in supporting WHO computing environment, including WHO developed applications, and understanding WHO rules and procedures.


- Essential: Expert knowledge of English both written and spoken.
- Desirable: Knowledge of other official WHO language(s) would be an advantage.

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