Senior Information and Communication Technology Assistant

International Organization for Migration

Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system.

Take ownership of users request/issues and be proactive when dealing with these issues.

Provide Tier1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.

Log all actions and steps taken to respond to an incident or to complete a request.

Determining root causes and propose resolution for problems raised by reported incidents.

Escalate to supervisor or Global User Support (GUS) when necessary and according to the identified priority level of the issue.

Create and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance.

Analyze performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.

Maintain an update- to- date inventory of ICT software licenses and of ICT equipment in coordination with Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.

Contribute to the Disaster Recovery Plans for mission databases and other ICT related services.

Manage and monitor completion and accuracy of server s backup plans in line with IOM ICT standard and ensure that backup and other procedures are in place. Support in preparing documentation and ensuring that the simulation is carried out regularly to enable timely recovery in case will be required.

Develop when necessary and provide ICT trainings to all end users to facilitate productive use of existing and new systems and tools available in IOM.

Undertake daily monitoring and maintenance of systems and networks (LAN, WAN, VPN, VOIP), carry out analysis performance identify problems of network, systems and recommend solutions to enhance functionality, reliability, and/or usability to ensure uninterrupted service of mission-critical servers and systems.

Implement IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security.

Manage the regular updates of patches and firmware of operating system and other software and the distribution of the updates to all the workstations, as well other devices. Regularly update to latest firmware/patches to ensure protection from threats and vulnerabilities.

Perform other related duties as required by his/her supervisor.