Service Desk Officer, LDC Band, E, Zarka, Jordan At UN Relief and Works Agency for Palestine Refugees in the Near East

Org. Setting and Reporting
JFO IMTD will lead the implementation and design for education digital transformation
project (KFW) which will expand access to devices & connectivity for students and teachers.
It will also contribute to improving the schools’ infrastructure, including and not limited to
upgrading the school network infrastructure, internet connectivity, provide the needed
wireless access to school facilities and classrooms, configuring the tablet. we expect an
increase in incidents and service requests while implementing the digital transformation
project for education funded by KFW accordingly, as the project proposed two positions of
ICT Service Desk Officer to ensure continuity of the providing efficient support to response
for the digital transformation project, which requires two years of support.
• Title of Supervisor: Senior Service Desk Officer
• Title of Supervisee/s: N/A
Responsibilities
• Acts as a member of the ICT Service Desk team and provides first-level ICT support
services to end-users in accordance with established standards, policies, and operating
procedures, including:

1. Fulfilling end-user requests for ICT services, including access to application systems and
   computer or mobile resources.
2. Identifying and resolving/escalating reported incidents related to computer hardware and
   software, mobile devices and other technology-related tools and products, access issues,
   connectivity, telephony, video conferencing, and software operational problems, analyzing
   issues and incidents, identifying systemic problems, and recommending appropriate solutions,
   and contributing to ICT knowledge management system
3. Identifying and resolving/escalating reported applications systems functional and/or
   operational issues and problems in coordination with the second-level support teams.
4. Maintaining and updating standard Service Desk information management system,
   including the status of all assigned service requests and incidents.
5. Providing general information and advice to end-user queries on ICT products and services
   at UNRWA, potential access, usage policies, acquisition, upgrade, and replacement of
   standard ICT hardware, software, or mobile equipment.
6. Collecting and analyzing end-user feedback and making recommendations to the
   appropriate internal team.
7. Conducting ongoing end-user training needs assessment with the substantive contribution
   to developing end-user training materials.
   • Receives and installs new or updated existing end-user ICT hardware, mobile devices, and
   software, including the 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 ICT equipment.
   • 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.
   • Prepares and supports requested ICT 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.
   • Performs such other duties as may be assigned.
   Competencies
   • Planning and Organizing
   • Communication
   • Teamwork
   Education
   • A university degree in computer science, information technology, electrical or computer
   engineering, or other related disciplines.
   Job Specific Qualifications
   Work Experience
   • Three years’ ICT Service or Help Desk experience providing user support and training in a
   network computer environment is required.
   • Work experience with Microsoft Windows-based desktop technology and Microsoft Office
   software suite is required.
   Languages
   • Good command of spoken and written English and Arabic.
   Assessment
   • Competency-based Interview.
   • Technical Test.
   Special Notice
   Contract Status:
   LDC Band E Step 1 for 1 year with the possibility of further extension, subject to the
   availability of funds, satisfactory performance, and continuing need.
   Benefits:
   Band E Step 1, Monthly Salary from JD 897.00
   Other benefits include Medical Insurance. Dependency allowance is subject to eligibility.
   Department/Office: IMTD/ JFO Service Unit
   Duty Station: Zarka Area Office and to establish roster for other areas.
   Other information
   The applicant must have a valid driving license for Manual Gearbox is essential .
   Equivalency:
   When the minimum requirements are not fully met, the Director of Human Resources may
   exceptionally substitute part of the unmet requirements with a combination of relevant
   academic qualifications and progressive relevant work experience.
   NB: Work experience alone or formal qualifications with no relevant work experience are not
   considered an acceptable combination.
   General Information:
   الرجاء تقديم طلبك باللغة الإنجليزية وملئ صفحة خطاب التغطية •
   • This vacancy notice is open to internal and external candidates. Only candidates residing in
   Jordan, and within commuting distance of the duty station with authorization to work in the
   duty station at the time of application are eligible to apply. The Agency will not assume
   responsibility or accountability to support or facilitate the issuance of work permit in Jordan,
   and without a valid work permit, the appointment may be rescinded.
   • Since the Vacancy is an Area Staff post, the Agency will not provide coverage for relocation
   costs.
   • Preference will be given to registered Palestine refugees and candidates assisting the Agency
   to meet its commitment to gender parity. UNRWA welcomes applications from qualified
   candidates with disabilities.
   • UNRWA encourages applications from qualified and experienced women.
   • A roster may be created from the selection exercise, and successful candidates may become
   eligible for appointment to the same post or a similar post.
   • Only applications that have been fully completed in UNRWA’s online e-recruitment system
   Inspira will be considered, and no late applications will be accepted. The PHP should be
   completed with full relevant work experience under the experience tabs as per the
   requirements in the Job Opening. All acquired university degrees must also be stated, if
   applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover
   letter/motivational statement in order to be considered. Additionally, providing incorrect or
   misleading information on an application will result in the immediate disqualification of a
   candidate.
   • For UNRWA internal staff, they are required to specify and include their current UNRWA
   grade level. To do so applicants should select under “Category” RLG, scroll down to see all
   categories, then select their local grade.
   • Advertisements published only in English will only accept applications in English, and
   Arabic submissions will not be considered.
   • The Agency may disqualify applicants whose name appears on the UN Sanctions List or a
   UN database of staff separated for reason of misconduct or of staff who separated whilst
   misconduct processes were pending.
   • UNRWA shares investigation and misconduct information with other UN Agencies, and
   past and prospective employers, about staff members who have been separated for
   misconduct, or who have separated whilst an investigation and/or disciplinary process for
   misconduct is underway; and such persons may be prohibited from employment with the
   United Nations.
   • The Agency will immediately disqualify applicants who are ineligible for any reason in
   accordance with the Agency regulatory framework.
   • UNRWA is funded almost entirely by voluntary contributions from UN member states,
   regional bodies, business foundations and individual contributions. The mission of UNRWA
   is to help Palestine refugees achieve their full potential in human development under the
   difficult circumstances in which they live.
   • Applications from UNRWA staff member who had been demoted with deferred eligibility
   for promotion will not be considered.
   • Applications from Staff members who were recipients under the Early Voluntary Retirement
   or Exceptional Voluntary Separation Schemes will not be considered.
   • Applications from Internal candidate serving for less than one year in your current post will
   not be considered.
   • The Agency reserves the right not to make an appointment, to make an appointment at a
   lower grade, or to make an appointment with a modified job description or to change the
   contract Modality.
   • Provided very good understanding of the context of Palestine refugees and UNRWA
   operations.
   • A candidate is not eligible for consideration if he or she was short-listed and found not
   suitable for the same post within the previous 12 months unless the post description has since
   been altered by 30% or more, as determined by ODCS.