Détails de l'annonce
Organisation : Médecins Sans Frontières - Artsen Zonder Grenzen
Site web : https://www.msf-azg.be/en/job/ict-service-desk-officer-0
Adresse email : Recruit-HQ-DG@brussels.msf.org
Lieu de l'emploi : Brussels /
Type d'emploi : Contrat à durée déterminée
Type de contrat : Temps plein
Fonction : Informatique
Date de publication : 26/01/2024
Date limite : 12/02/2024
Profil
REQUIREMENTS
Education and experience
- Degree in Computer Science, Information Systems Management, or related fields is an asset
- ITIL, or another ITSM related certification is an asset
- Minimum 1 year experience in providing IT services and support
- Experience in providing technical support for a diverse, non-technical, geographically dispersed user community
- Experience using and configuring processes within an IT Service Management tool
- Practical experience across various operating systems and devices (OS X, Android, iOS, Windows Phone, etc.) is an asset
- Experience in MSF or other NGOs in similar contexts is an asset
Competencies
- Good knowledge in troubleshooting and administration of Microsoft operating systems; Windows 10 mandatory
- Good knowledge of Microsoft 365
- Good understanding of PC hardware set-up and configuration
- Good understanding of Microsoft Active Directory and Microsoft Entra ID
- Service oriented – demonstrated focus on customer service excellence
- Good communication skills
- Ability to adapt to changing circumstances, contexts, tasks, responsibilities, and people
- Good analytical and problem-solving skills
- Ability to engage, develop and maintain relationships with users and various stakeholders
- Result oriented
- Ability to understand the needs and constraints of MSF operations
Languages
- Excellent oral and written knowledge of French or English
- Good oral and written knowledge of the other language (FR or EN)
Description
CONTEXT
The ICT unit of MSF Operational Centre of Brussels (OCB) delivers ICT services to MSF field teams (approx. 6000 users) in about 40 countries around the world and to +/- 500 users in Brussels Headquarters. The ICT Service Desk within the unit is the single point of contact for ICT related advice and support and it provides 1st and 2nd line technical support. The Service Desk liaises with the Infrastructure and Applications teams for 3rd line support, as well as with external providers, to ensure any incidents or problems that cannot be resolved at the Service Desk level are appropriately escalated. The ICT Service Desk promotes the shared support model[1] beyond ICT boundaries.Service management excellence guides the ICT Service Desk team and its members.As the ICT Service Desk Officer, you are a member of the ICT Unit team, and you give ICT support to the headquarters users.[1] Shared support model – business and IT services integration.
RESPONSIBILITIES
Technical support
Respond to enquiries from users and help them resolve any hardware or software problems Participate in Technical Acceptance Testing, deployment and maintenance of MSF and third-party applications, as well as in devices deployment and configuration in the HQ and in the projects Manage apps, devices and user access to organizational resources using a cloud-based endpoint management solutionIT Service Management
Allocate support tickets to relevant ICT unit members using the IT Service Management tool Manage incidents, problems, and user requests Escalate complex problems to the 3rd level support and follow up their resolution. Third level support is provided either by Infrastructure and Applications teams, or by external providers Maintain a log of all software or hardware problems detected within the IT Service Management tool Analyze support logs on a regular basis and propose improvements Participate in the definition and the update of the ICT services catalogue and ensure existing SLAs (Service Level Agreement) are respected Manage ICT equipment stock and keep the inventory up to dateMiscellaneous
Prepare and deliver ICT training to end-users Prepare and update relevant technical documentationCONDITIONS
Expected starting date: As soon as possible Location: Brussels (Belgium) Contract type: Fixed-term contract – Full time Contract duration: 3 months - Possibility of extension Salary according to MSF-OCB HQ grid Meal vouchers – Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment Adhere to the MSF Behavioral CommitmentsDeadline for applications: 12th of February 2024How to apply?Please send your CV and cover letter to Recruit-HQ-DG@brussels.msf.org and mention “ICT Service Desk Officer” in the subject of your email.Only shortlisted candidates will be contacted.MSF values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation.The protection of your personal data is important to MSF. By submitting your application, you consent to MSF using your personal data. For more information, consult our privacy notice to job applicants.