SERVICE DESK TECHNICIAN AT SPAIN

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions.
UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce.
Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.
Purpose of the Position.
The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed.
It is also responsible for the monitoring of the corporate ICT infrastructure.
In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes.
Major Incident, Problem, Change and Configuration Management.
The Service Desk Technician will provide fist level support to the United Nations International Computing Centre customers in over 25 UN Agencies around the world.
Objectives of the Programme.
The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.
Main duties and responsibilities.
The incumbent will work under the direct supervision and guidance of the Head, Valencia Service Desk Unit (OPCS) within the Operations Division (OP) and in close collaboration with the Service Desk team.
The incumbent could be requested to do any other tasks of similar level in related fields.
Following the unit’s best practices, perform end-to-end management of support requests, incidents, and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle Analyse and resolve incidents according to established operational procedures Escalate incidents when necessary and identify and employ measures to prevent reoccurrence Monitor support requests until closure Monitor the ICT infrastructure using various technologies Inform customers of outages, known errors and resolution progress Assist in developing or improving technical service policies or technical documentation Assist in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures Draft technical documentation or user manuals as required, following the unit’s best practices Assist the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB Under guidance, perform Incident Management, keeping customers informed until resolution, drafting the Major Incident report and providing detailed information to internal stakeholders Other.
Assist the team leader in the daily operations and provide support to daily operations and assisting team members as required in absence of the team leader Assist the Service Desk Process & Continuous Improvement (PCI) Administrator with shift-left and automation initiatives as needed, and support the continuity of PCI tasks in absence of the PCI Administrator Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management Recruitment Profile Experience and Skills required.
Essential.
A minimum of three (3) years of experience in a Service Desk environment, supporting customers.
A completed university degree from an accredited institution will be counted towards minimum work experience requirements Proven expertise with three or more of the following technologies.
ServiceNow Operational Monitoring Tools, such as SCOM, OEM, NNMi, Argos Active Directory On-Prem – User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification Azure AD – User administration; MFA device registration; MS licensed software assignment Virtual Infrastructure – Virtual Machine builds, modification and snapshots Avamar or other backup and restore tools Linux and Windows Server troubleshooting and command line PowerShell scripting Desirable.
Experience in Incident and Request Management and escalation Symantec VIP or the MFA software administration Networking basic concepts.
DHCP & DNS management Microsoft certificate authority, managing certificate creation and renewals Antivirus support and troubleshooting Education.
Essential: