Project ICT Support Specialist
Organizational Context
UNRWA, a UN agency established in 1949, provides assistance and protection to approximately 5.8 million Palestine refugees across Jordan, Lebanon, Syria, and the West Bank/Gaza Strip. Its mission is to help refugees achieve their full potential pending a just solution. UNRWA is the largest UN operation in the Middle East, funded by voluntary contributions. This role supports the Education Digital Transformation Project, enhancing device access, connectivity, and school infrastructure.
Job Purpose
This role is crucial for ensuring the continuity and efficiency of technical support during UNRWA's Education Digital Transformation Project. The project aims to expand access to devices and connectivity for students and teachers, and upgrade school infrastructure, including networks and Wi-Fi. The Senior Service Desk Officer will manage the IT service desk function, monitor performance, ensure incidents and requests are handled according to procedures, and coordinate the deployment and maintenance of end-user hardware and software. This position is essential for supporting the increased demand for ICT services anticipated with the project's implementation, ensuring smooth operations and user satisfaction throughout the initiative.
Responsibilities
The role involves planning and managing the technical and administrative aspects of the IT service desk, ensuring adherence to agency policies and standards. Key duties include monitoring service desk operations and performance, initiating actions for enhancement, and ensuring timely resolution of incidents and requests according to agreed procedures. Responsibilities also encompass creating and maintaining support documentation, coordinating the deployment of end-user hardware and software, and managing relevant service contracts. The position requires managing end-user IMT asset inventory, supporting project implementations, and ensuring compliance with IMT policies and industry best practices. Additionally, the role will oversee the integration of digital environments in schools, including Wi-Fi implementation and network upgrades, and coordinate with field ICT units and vendors.
Work Experience
A minimum of four years of progressively responsible experience in delivering IMT support services and end-user training within a large IMT environment is required. This includes at least two years in a supervisory capacity and experience in implementing IMT service delivery. Experience with IT service management implementation is also required.
Skills
Planning and organizing, Creating and innovating, Leading and supervising, Adapting and responding to change, Effective decision making, Communication, Working with People, Drive for Results, Proficiency in English and Arabic (written and spoken).