IT Service Management Assistant
Organizational Context
The International Court of Justice (ICJ), the principal judicial organ of the UN, operates independently of the Secretariat with its own administration, the Registry. The Registry provides judicial and administrative support, headed by a Registrar. This temporary position is within the Information and Communications Technologies (ICT) Division of the Registry in The Hague.
Job Purpose
The IT Service Management Assistant provides crucial first-line support and technical assistance to end-users, ensuring the smooth operation of IT services within the International Court of Justice. This role involves logging and managing service requests, performing quality assurance, and escalating or resolving issues to maintain client satisfaction. The incumbent will contribute to improving IT processes, drafting documentation, and conducting customer satisfaction reviews. By understanding business needs and IT capabilities, the assistant helps align IT strategy with the Court’s practices, manages demand, and ensures effective IT support, acting as a key point of contact for problem resolution and user training.
Responsibilities
Provide first-line IT support and technical assistance to end-users. Log and manage service requests using the automated system. Ensure client satisfaction through quality assurance, problem resolution, and escalation. Identify incident patterns and recommend solutions. Stay updated on IT service management standards and technologies, drafting relevant documentation and reports. Conduct customer satisfaction reviews and analysis, including managing survey questionnaires and holding periodic meetings with stakeholders. Maintain knowledge of key business processes and their technological support, ensuring IT strategy alignment. Manage contract and vendor information, and assist with contracting and purchasing activities. Conduct business analysis to identify problems, opportunities, and solutions, defining operational objectives and system specifications. Recommend process improvements and controls. Perform regular reviews and analyses of current processes using operational metrics. Act as an escalation point for problem resolution and prioritization. Organize and deliver technical training for end-users.
Work Experience
Requires at least seven years of experience in IT service management or a related area, or five years with a university degree. Experience with ITIL process implementation and optimization is mandatory. Project management experience for IT process improvement is also required. Experience in high-pressure environments, prioritizing tasks, and supporting diverse IT solutions and devices is desirable.
Skills
Professionalism, Communication, Teamwork, Planning and Organizing, Client Orientation, Commitment to Continuous Learning, IT Service Management (ITIL), Business Analysis, Problem Resolution, Technical Support, Vendor Management.