IT Helpdesk Assistant At Kosovo Specialist Chambers and Specialist Prosecutor’s Office

Reporting Line:

The IT Helpdesk Assistant reports to the Service Desk Supervisor.

Main Tasks and Responsibilities:

· To assist in the deployment of Information Technology (IT) infrastructure by deploying and configuring a variety of technical systems;

· To provide first and second level support and problem resolution for computer-related incidents;

· To be the first point of contact for all desktop and network related problems encountered by desktop users, including detainees;

· To maintain and update trouble tickets using the Helpdesk information system and to ensure that all trouble tickets are closed at an agreed service level;

· To take action on hardware, software, network and system problem reports received via telephone, email or in person;

· To identify and flag problems arising from recurring, systematic or procedural defects of the software or Information and Communication Technologies (ICT), and to subsequently initiate action to resolve them;

· To assist in all phases of ICT hardware/software specification, purchase, implementation and operation by providing the necessary support and guidance;

· To manage accounts for desktop users and email accounts;

· To undertake incidental travel, as necessary;

· To undertake any other related tasks as requested by the Line Managers.

Essential Qualifications and Experience:

· A level of secondary education attested by a diploma**

AND

· A minimum of five (5) years of relevant professional experience, after having fulfilled the education requirements.**

Specification of Education and Experience

· At least five (5) years of experience in an IT environment with a focus on a broad range of IT technologies, including Helpdesk support, networking, desktop systems, security and active directory;

· Technical training in IT and IT service management;

· Knowledge of networks protocols, Local Area Networks (LAN), Wide Area Networks (WAN) and TCP/IP, including their installation, administration and management;

· Experience in providing IT services to end users;

· Very good communication skills in English, both written and oral;

· Effective time management skills, including ability to prioritise and manage a high workload on occasions;

· Ability to work productively in a fast-paced, team-oriented environment and produce accurate work under pressure and in difficult circumstances;

· Ability to establish and maintain effective and constructive working relationships with people of different national and/or cultural backgrounds with respect for diversity;

· Demonstrated gender awareness and sensitivity; ability to promote an inclusive working environment and integrate a gender perspective into tasks and responsibilities.

Desirable

· Certifications in Microsoft Desktop Operating Systems technologies;

· ITIL Certification;

· Experience, particularly in national, international or hybrid court systems;

· Knowledge of the functioning of the EU and in particular CSDP missions.