The position is based in Manila Administrative Centre (MAC), headed by the Director of MAC. The RM Information and Communications Technology (ICT) is one of the divisions of RMU MAC. 

Under the overall supervision of the Senior Resource Management Officer (SRMO), and the direct supervision of the National ICT Officer, the successful candidate will provide technical support and services to users of IOM’s corporate applications and the IT infrastructure of MAC, promoting a client and service-oriented approach.

• Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA) 

  • Take ownership of user problems and be proactive when dealing with user issues.

  • Provide immediate diagnosis and workarounds for reported incidents. 

  • Assist in determining root causes and resolution for problems raised by reported incidents. 

  • Escalate to supervisor and/or specialists in areas of network, systems and applications, according to identified priority levels when necessary. 

• Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system (GSS-Freshservice), servers and data on assigned shifts. 

• Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new and existing applications.  

• Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application and infrastructure components. Provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary. 

• Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned. 

• Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability. 

• Support in elaboration and testing of scenarios for implementation. 

• Establish technical relationship and collaboration with other pertinent department/units – and with other IT personnel, partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness. 

• Participate proactively in face to face shift turnover meeting and contribute to ensure continuity of the support service. 

• Perform any other duties as assigned by supervisor. 

• University degree in Computer Science or Information Technology or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles; or 

• Completed High School degree from an accredited academic institution, with five years of relevant professional experience; 

• Specialized formal training on IT systems, business software (Microsoft Office), web-based applications, SAP HR and Financials; 

• Valid and relevant Microsoft, Cisco, and/or ITIL Certifications an advantage.

• Demonstrated experience in user and technical support with one year of which in shift/team lead role in the area of: 

  • project management practice;  

  • information management; 

  • infrastructure and networks;  

  • disaster recovery; and  

  • global user support.  

For this position, fluency in English is required. Knowledge of a second official UN language is desirable.

Interested applicants may send their applications to hrmanila@iom.int no later than 16 March 2023. VN Number and Position Title (VN 033/2023 – ICT Assistant (Client Support)) should be specified in the SUBJECT field.

IOM welcomes applicants from qualified individuals, irrespective of their race, religion, skin, color, nationality, age, disability status, ancestry, sex, sexual orientation, gender identity or expression, marital status, family structure, mental health status, or any other characteristic.

ONLY AVAILABLE FOR INTERNAL CANDIDATES.