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Data: 28/04/2011
- Administer and maintain the ticketing software (Assyst), ensuring all Incidents are correctly logged and assigned to the relevant support resources and that the incident management process is properly followed, acting as the Major Incident Coordinator in the event of a major incident.
- Ensure compliance with work processes, working with other MTIT Sections in the preparation of guidelines and procedures for the day-to-day work in order to improve the services and level of quality provided to the customers and users by the Service Desk.
- Contribute towards a managed workplace supporting the preparation and maintenance of technical information, IT standards (e.g. definition and implementation of the IAEA's standard secured desktop computing software configuration), service policies, and request forms.
- Supervise IT training activities reviewing the training plans and budget and helping the IT Officer and customers to solve specific training issues ensuring that IT training needs and requirements within the IAEA are met.
- Manage contracts for subcontracted service delivery (e.g. On-site IT support staff, IAEA's PC and printer maintenance), participating in bid evaluation, contract negotiation, agreeing deliverables and monitoring performance.
Knowledge, Skills and Abilities
- Strong team player with excellent verbal and written communication and listening skills and man-management with strong stakeholder and customer relationship management abilities.
- Ability to interface at all levels within the customer environment to develop relationships and manage problems.
- In depth technology background with a working knowledge and extensive hands-on experience in desktop operating system maintenance and troubleshooting including installation and support of MS Windows and Office productivity tools.
- Ability to plan and organise work schedules and coordinate activities to meet work priorities and service levels.
- Understanding of Incident and Problem Management processes, interpreting service metrics and the result of their production.
- Good interpersonal skills to deal with customers, colleagues and other technical staff in a courteous and friendly manner; ability to work in a multi-cultural environment with sensitivity and respect for diversity.
- Knowledge and certification of ITIL and Prince2 desirable.
Education, Experience and Language Skills
- University degree in Computer science, information management or related field.
- At least 7 years of experience in customer care and user support and troubleshooting technical issues in an enterprise environment.
- At least 5 years of experience managing an IT service desk and staff supervision.
- Fluency in written and spoken English, and working knowledge of another official IAEA language (Arabic, Chinese, French, Russian or Spanish).
Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $67 395 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $41 448*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance. * Subject to change without notice
Applications from qualified women and candidates from developing countries are encouraged
Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or to make an appointment with a modified job description or for shorter duration than indicated above. Testing may be part of the recruitment process.
Deadline: May-17-2011.
More information:
https://recruitment.iaea.org/vacancies/p/2011/2011_029.html
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