ICT Help Desk Assistant

Organization for Security and Co-operation in Europe , Kyiv, Ukraine

Skill Required:, IT and ICT
Preferred Experience: 
1 to 3 Years
Closing Date for Applications: 
29th April, 2021

Job Description

Under the direct supervision of the National IT Officer Support and field coordination, the incumbent is responsible for SMM ICT support. Specifically, the incumbent provides the following services:

  • Provides help desk assistance and for the standard office automation products in use (e. g. MS Office: word processing, spreadsheets, presentations; E-mail; databases; desktop and notebook computers’ operating systems; multifunctional printers; Electronic Banking system client software; web-browsers; Tokens assignments, distribution, PIN codes creation; SMM-used applications, like Request Approval Tracking System (RATS), etc.);
  • Assists staff personally, by phone or via remote access software with technical and procedural computer problems related to the use of IT equipment and software; identifies problems and implements or recommends solutions; investigates possible patches or searches in the documentations and the similar previous requests for assistance to find most effective solutions;
  • Tests new software and hardware products; deploys and updates desktop and notebook computers’ operation system and software; briefs user on basic operation and handling;
  • Acts as system support for the Local Area Network (LAN) for SMM including managing user accounts, setting up and managing multifunctional printers and its queues, managing email and Microsoft LYNC accounts;
  • Deploys and redeploys computer equipment for end-users in offices and meetings; carrying out necessary cabling and patching in wiring racks; keeping record of the relocation and movements of the equipment;
  • Creates, updates, maintains Video Teleconference (VTC) (e.g. CISCO WebEx, Skype for Business, CISCO phones);
  • Develops and maintains user manuals, usage instructions and Standard Operating Procedure documents;

Reacts on malware alerts:

  • identifies the computer and a user, notifies them, checks with antivirus tools, and escalates it to the second level support if required;
  • Maintains accurate log entries of requests in an integrated Help Desk and IT Service Management Solution – ASSYST; maintains ICT databases of hardware and software assets;
  • Performing other related duties as required.


Necessary Qualifications

  • Ukrainian citizenship or holding permanent resident status in Ukraine;
  • Completed secondary education, supplemented by formal IT course trainings;
  • Minimum three years of relevant work experience in the installation and maintenance of advanced office computer hardware and software (including operating systems), networking (LAN/WAN);
  • Solid knowledge of computer applications and operating systems tobe able to support user requests;
  • Established practical knowledge of the popular software packages (including, but not limited to Microsoft Office, Microsoft Outlook) and printer hardware;
  • Established ability to identify, analyze and resolve hardware and software problems;
  • Professional fluency in the English, Ukrainian and Russian languages, both oral and written;
  • Demonstrated ability and willingness to work as a member of a team, with people of different cultural and religious backgrounds, different gender, and diverse political views, while maintaining impartiality and objectivity;
  • Demonstrated gender awareness and sensitivity, as well as the ability to integrate a gender perspective into tasks and activities;
  • Flexibility and ability to work under pressure and with limited time frames.


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