Under the direct supervision of the Head of End users’ services delivery, the ServiceDesk Support Associate will work closely with other members within IMTD to:
? Provide first-line technical support to end-users (including remote users), including desktop and laptop support, printer, network connectivity support, and software installation and maintenance.
? Respond to incidents, service requests, and problems in a timely and effective manner, ensuring that all incidents are properly logged, tracked, and resolved. Including ensuring records and documentation are accurate and up to date.
? Escalate incidents and problems to the appropriate internal teams and third-party vendors and follow up on their resolution.
? Provide guidance and training to end-users on the use of UNRWA’s IT systems and applications.
? Monitor and maintain the inventory of IT hardware and software, ensuring that all assets are properly recorded and tracked.
? Participate in the testing, implementation and maintenance of IT systems and applications, ensuring that they meet UNRWA’s requirements and standards, including application of software patches and security updates.
? Contribute to the development and delivery of training programs for end-users on the use of UNRWA’s IT systems and applications.
? Develop and maintain knowledge base articles and user guides to assist end-users with common IT issues and requests.
? Collaborate with other IT teams to ensure the smooth operation of UNRWA’s IT systems and to identify opportunities for process improvement and automation in service delivery.
? Participate in work rotation which extends beyond official working hours and respond to emergency IT incidents outside of regular business hours, when necessary.
? Coordinate with vendors for IT service requests of maintenance and for the purchase of consumable IT supplies.
? Perform other duties depending on the specific needs and requirements of the department.

Requirements: 
– ITIL (Information Technology Infrastructure Library) Foundation Certification
– Microsoft related certification such as MSCE, MCP.
? Strong technical skills in desktop support, network troubleshooting, and software installation and maintenance
? Excellent interpersonal and communication skills, with the ability to explain technical issues in simple terms to non-technical users.
? Customer-focused with a commitment to delivering high-quality customer service.
? Analytical and problem-solving skills, with the ability to identify and resolve issues quickly and efficiently.
? Ability to work under pressure and manage competing priorities in a fast-paced environment.
? Attention to detail and strong organizational skills.