JOB DESCRIPTION

INTERNATIONAL TELECOMMUNICATION UNION

ITU is the leading United Nations agency for information and communication technologies, with the mission to connect the world. To achieve this, ITU manages the radio-frequency spectrum and satellite orbits at the international level, works to improve communication infrastructure in the developing world, and establishes global standards that foster seamless interconnection of a vast range of communication systems.

Roster – ICT Support Consultant

Vacancy notice no: 1892

Sector: SG

Department: ISD

Country of contract: Switzerland

Duty station: Geneva

Position number: [[positionNumber]]

Grade: [[PositionGrade]]

Type of contract: Consultant

Duration of contract: 6 months

Recruitment open to: External

Application deadline (Midnight Geneva Time): 18 December 2025

ORGANIZATIONAL UNIT

The General Secretariat directs all the administrative and financial aspects of the Union”s activities, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication matters for operational and other purposes, the provision of legal advice to the Bureaux of the Union and the departments of the General Secretariat, logistic support to the Union”s activities including conferences, the coordination of the work of the Union with other international organizations, the dissemination of information to the Member States and Sector Members, press, corporate and individual users of telecommunications and the general public. The General Secretariat is also responsible for the organization of world telecommunication exhibitions and forums.

Within the General Secretariat, the Information Services Department (IS) is the focal point for the ITU information technology services, managing ERP, CRM, documents, information systems and infrastructure, service-desk, library, archives and information management services, safety and security (both physical and logical), to support staff both at Headquarters and in the Field, as well as delegates attending conferences, meetings and events world-wide. It also promotes ICT collaboration, partnerships and information-sharing and represents ITU in inter-organization meetings and committees related to information technology and security management.

BACKGROUND INFORMATION

Within the General Secretariat, the Service Desk, a key function of the Information Services Department, serves as the primary point of contact for IT support, ensuring that users receive timely and effective assistance with their IT needs, thereby maintaining high levels of productivity and satisfaction within the organization. The Service Desk not only addresses immediate technical issues but also facilitates and enhances IT-enabled processes, contributing strategically to the alignment of IT services with business objectives.

TERMS OF REFERENCE

Under the guidance of the Service Support Manager, the consultant will utilize her/his technical expertise, problem-solving capabilities, and interpersonal skills to deliver ICT support services. The consultant will:

• Provide first and second line support to both internal (staff) and external (delegates) users remotely, via email, phone, in person (at offices, directly at the Service Desk, or during conferences and events).
• Accurately log queries, issues and resolutions related to ICT services used in ITU, utilizing the Service Desk Logging and the Tracking System for both internal and external users.
• Diagnose and resolve technical hardware and software issues. Escalate complex issues to senior IT staff or third-party vendors.
• Support the deployment, maintenance, and tracking (inventory) of digital technologies including software, platforms, systems, and web technologies.
• Provide guidance on system requirements and assist with the configuration, installation, and replacement of hardware and software.
• Support the annual and day-to-day inventory management process using SAP ERP.
• Develop and maintain user manuals, FAQs, and other documentation to provide technical support to team members and users ensuring the effective functioning of digital tools.
• Contribute to the enhancement of the current Service Desk ticketing system.
• Assist in the rollout of new tools (e.g. M365, AI, Machine learning), including quality testing and support.

CONCRETE DELIVERABLES

• Timely and accurate logs, diagnosis of complex issues, and addressing users’ inquiries and technical problems.
• Maintained detailed records in the Service Desk ticketing system.
• Collaboration with cross-functional teams and other IT staff
• Strong engagement of business owners responsible for support services and business users while fostering a positive and respectful attitude in communication.
• Valuable feedback and recommendations on the maturity and acceptance of services and processes.
• Automation solutions to ensure the smooth and reliable performance of software and systems, aligning with business goals and processes.
• Improved customer experience and service delivery.
• Created and updated users’ guides, FAQs, and other documentation, assisting the technical support team and users in the efficient use of digital tools.

COMPETENCIES

• Strong knowledge of computer systems (OS: Windows, Mac; Infrastructure: AD, AAD, networks, servers, databases), mobile devices, and other tech products.
• Being tech-savvy with working knowledge of office automation products, databases and remote control.
• Ability to diagnose and resolve basic technical issues.
• Ticketing System, service request and incident management.
• Excellent problem-solving and communication Skills.
• Customer-oriented attitude.

QUALIFICATIONS REQUIRED

Education:

Complete secondary education with a diploma OR complete equivalent technical or commercial studies with a diploma in Computer Science, Information Technology, or a related field.

Experience:

At least two (2) years of experience in the field of the Special Service Agreement.

Experience as a Service Desk Support or in a similar role is desirable.

Languages:

Knowledge of English or French at advanced level. Knowledge of another UN language (Spanish, Arabic, Russian, Chinese) is desirable.

REMUNERATION INFORMATION

Monthly remuneration to be determined according to the work experience of the consultant.

INFORMATION ON RECRUITMENT PROCESS

Please note that all candidates must complete an on-line application and provide complete and accurate information. To apply, please visit the ITU Careers website. The evaluation of candidates is based on the criteria in the vacancy notice, and may include tests and/or assessments, as well as a competency-based interview. ITU uses communication technologies such as video or teleconference, e-mail correspondence, etc. for the assessment and evaluation of candidates. Please note that only selected candidates will be further contacted and candidates in the final selection step will be subject to reference checks based on the information provided. Messages originating from a non ITU e-mail account – @itu.int – should be disregarded. ITU does not charge a fee at any stage of the recruitment process.

ITU applies a zero-tolerance policy against all forms of harassment. ITU is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a part of the organization. Achieving gender balance is a high priority for ITU.