ICT Assistant Full-Time

Purpose of the Position

The Country Office User S upport Assistant provides specialised and non-specialised support to users regarding computer related problems (software and hardware) at the WCO Mozambique.

Context

Under the supervision of the Operations Officer (OO), within the scope defined by regional and approved country ITM strategies, policy guidelines and objectives, the incumbent is responsible for executing the overall IT support functions to internal customers in the assigned cluster, to support the work and achievement of the country offices’ programme goals.

Duties require acting as focal point in all trouble shooting support services for designated clients involving extensive contact at all levels of the respective offices, within the Cluster, and with stakeholders, and suppliers, as authorized.

Summary of Assigned Duties

The IST User Support Assistant is assigned the following major duties or any other related responsibilities, as may be required, by his/her hierarchical supervisors within the area of responsibility:

• Support users in all application, software and hardware related issues.
• Respond, in a timely basis, to users’ requests and update the FAQ and QA database accordingly.
• Record and manage requests using the official Ticket System software.
• Ensure the troubleshooting of computers, printers and other devices.
• Install, configure and maintain standard desktop configurations.
• Install and support printers, scanners and other similar devices.
• Generate and maintain standard desktop configuration images for each model of desktop/laptop;
• Ensure software and applications’ troubleshooting.
• Install necessary specific drivers and applications on computers.
• Contribute to the delivery of end-users’ trainings in office applications, such as Microsoft office suite and other tools.
• Provide IT support during meetings held in the office.
• Install and configure mobile devices (smartphones, tablets) as necessary.
• Support the identification of staff ITM capacity and skills gaps, propose and implement agreed skill enhancement and training measures.
• Performs other duties as required.

WHO Competencies: Generic

• Producing results.
• Fosters Integration and Teamwork.
• Communication in a credible and effective way.
• Respecting and promoting individual and cultural differences.
• Ensuring the effective use of resources.

Functional Skills and Knowledge

•  Good knowledge of Microsoft Office 365 and collaborative tools (Sharepoint, WebEx, etc.).
•  Good aptitude in the analysis and the resolution of the problems by using the tools and the resources available;
•  Good aptitude to write technical documentation.
•  Ability to support, and maintain applications, apply IT knowledge to practical situations.
•  And support internal customers with IT assistance.

Education (Qualifications)

Essential:

• Completion of secondary school education and technical training in electronics/telecommunications, computer sciences or any other related field.

Desirable:

• Microsoft trainings/certifications will be an asset.

Experience

Essential:

• A minimum of five years’ experience in IT customer services and in an IT service-desk environment.

Desirable:

• Experience with UN Agencies would be an added advantage.

Use of Language Skills

• Essential: Ex cellent knowledge of Portuguese.
• Desirable: Working Knowledge of English or French.
• Other Skills (e.g. I): Computer Proficiency in all major programmes and computer software applications.