Service Desk Officer 2

The Service Desk Officer is hierarchically and functionally accountable to the IT Officer and is responsible for providing efficient and effective technical support to end users within the organization.

Tasks & Responsibilities

Technical and Operational Responsibilities

• Provide prompt and courteous technical assistance to end users for hardware and software issues.
• Diagnose and resolve problems related to technologies used in the office: Office 365 services, Windows 11, ERP, etc.
• Address and resolve issues with SIM card activation, connectivity, and functionality.
• Troubleshoot and address internet connectivity issues to ensure uninterrupted access.
• Assist in setting up and managing user accounts, subscriptions, and access to SIM card services.
• Configure permissions, access controls, and document libraries in SharePoint to support SIM card management.
• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other IT equipment.
• Ensure proper functionality of conference room equipment, printers, Wi-Fi access points, and SIM card-related tools.
• Communicate effectively with users, different departments, and stakeholders to understand and address IT needs.
• Collaborate with the IT team to identify and resolve IT infrastructure-related challenges.
• Adhere to and enforce IT security policies and procedures.
• Support data backup, restore, and recovery processes to ensure data protection.
• Provide regular updates and reports on IT support activities, user issues, and SIM card-related solutions.
• Maintain accurate documentation of SIM card troubleshooting procedures, resolutions, and improvements.
• Support onboarding and deboarding of staff.

Other Responsibilities

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.
• Recognize, respond, and document any form of abuse or inappropriate behavior and alert the safeguarding unit of any suspected potential abuse.
• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.

Qualifications

Education

• A Bachelor’s degree/Diploma in Computer Science, Information Technology or an equivalent qualification from a recognized institution.

Experience

• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context.
• Field experience with MSF or other humanitarian NGOs is an an added advantage.
• Hands-on experience with Microsoft 365, Windows 10/11, Teams, Intune, and Active Directory/Entra ID.
• Proficiency in diagnosing and resolving hardware and software problems for end users.
• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft certifications can be beneficial.
• Experience using ITSM tools in handling IT support.
• Fluency in English is required, and knowledge of French and a third language is an added advantage.