Senior Information Technology Assistant

Organizational Context

The International Court of Justice (ICJ), the principal judicial organ of the UN, operates independently of the UN Secretariat. It has its own administration, the Registry, which provides judicial and administrative support. The Information and Communication Technologies (ICT) Division within the Registry is responsible for IT services. This role is situated within the ICT Division, reporting to its Head.

Job Purpose

The incumbent leads the Digital Operations, Platforms and User Support Unit, overseeing the planning, coordination, and delivery of digital operations and end-user ICT services for the International Court of Justice. This includes managing service desk, user support, workplace technology, endpoint support, platform administration, and IT asset management. The role is accountable for continuous improvement of these services and ensuring service continuity, performance, compliance, and user satisfaction. The position involves direct supervision of two staff members, ensuring effective work planning, quality control, and timely service delivery, acting as the primary operational focal point for front-line digital operations and user support.

Responsibilities

Lead and manage the Digital Operations, Platforms and User Support Unit, ensuring effective planning, coordination, and delivery of ICT end-user services. Oversee daily front-line ICT support, incident and request management, adhering to ITIL best practices. Manage and support user-facing digital platforms and workplace technologies, including deployment, configuration, and maintenance of desktops, laptops, mobile devices, and collaboration tools. Exercise direct first-level supervision over unit staff, including work planning, performance management, and development. Ensure integrity and compliance of IT asset management processes. Coordinate with vendors and service providers, monitoring performance and managing relationships. Drive service improvement through process enhancement, workflow optimization, and reporting.

Work Experience

A minimum of ten years of progressive experience in ICT end-user support, service desk operations, or IT service coordination is required (or eight years with a first-level university degree). Required experience includes front-line user support, incident/request handling, endpoint/workplace support, IT asset inventory management, and applying service management processes. Desirable experience includes staff supervision, managing external service providers, troubleshooting escalations, and IT contract management.

Skills

Professionalism, Communication, Teamwork, Planning and Organizing, Client Orientation, ICT operations support, Service Desk practice, Endpoint/workplace technologies, ITIL/ITSM processes, Incident management, Request management, Problem management, Change management, Asset management.

Explore related opportunities