ICT Service Desk Officer, Band E, Lebanon Field Office, VN 273822

3.1. Provides first level Information Management and Technology (IMT) support services to endusers,
in accordance with established standards, policies and operating procedures, including:
3.1.1 Provision of Tier-1 level support and troubleshooting of department-specific information
management systems and applications;
3.1.2 Provision of Tier-1 level support and troubleshooting of IMT devices, applications and services
in UNRWA areas of operation as required;
3.1.3 Fulfilling end-user requests for IMT services within established Service Level Agreements (SLAs), including access to application systems and computer or mobile resources;

3.1.4 Performing user account management;
3.1.5 Identifying and resolving/escalating reported incidents, analyzing issues, identifying systemic
problems, and recommending appropriate solutions;
3.1.6 Escalating incidents with accurate documentation to suitable support teams or vendor;
3.1.7 Using remote tools and diagnostic utilities to aid in troubleshooting;
3.1.8 Maintaining and timely updating the service desk system with accurate statuses of all assigned
service requests and incidents;
3.1.9 Collecting and analyzing feedback from end-users and making recommendations to the
appropriate internal team.
3.2. Installs new or updates existing end-user IMT hardware, mobile devices and software, including
operating system and anti-virus software, in accordance with established standards; prepares and
maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance
and service vendors to install and service end-user computer hardware, mobile devices and provision
of minor IMT equipment;
3.3. Conducts end-user training needs assessment with substantive contribution to the development of
end-users training materials and provides formal and on-the-job training on the use of computing
services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software
packages;
3.4. Prepares and supports requested IMT services for various internal and external meetings,
including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and
video/audio projection services; provides daily video conferencing connectivity and troubleshooting
services;
3.5. Provides general information and advice to end-user queries on IMT products and services at
UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT
hardware, software, or mobile equipment;
3.6. Creates help sheets and FAQ lists for end users and contribute to knowledgebase as needed;
3.7. Assists with implementation of projects related to end-user service delivery services;
3.8. Performs such other duties as may be assigned.