Senior Information Technology Assistant, G7

The incumbent leads the Digital Operations, Platforms and User Support Unit at the International Court of Justice, responsible for planning, coordination, delivery and continuous improvement of digital operations and end-user ICT services. This includes service desk, user support, workplace technology services, endpoint support, platform administration support, and IT asset management, with supervisory responsibility over two staff members.

Responsibilities

• Plan, organize and coordinate the work of the Digital Operations, Platforms and User Support Unit, setting operational priorities and ensuring timely, high-quality outputs.
• Ensure effective integration of service desk functions, user support, workplace technology services, platform-related operational support and IT asset management activities.
• Serve as the first-level unit lead for all matters related to digital operations, platforms and user support.
• Ensure continuity of on premises front-line support and verify compliance with established service procedures and standards.
• Lead and oversee daily front-line ICT support services for staff and other authorized users, ensuring incidents and service requests are properly managed.
• Monitor workload, service trends, response times, resolution performance and backlog levels, taking corrective action as needed.
• Coordinate and oversee operational support for user-facing digital platforms and workplace technologies, including deployment, configuration, maintenance and support.
• Exercise full first-level supervisory responsibility over the Unit's staff, including work planning, monitoring outputs, reviewing quality and timeliness, and providing coaching.
• Ensure integrity, accuracy and compliance of IT asset management processes and records.
• Manage day-to-day operational relationships with vendors and service providers involved in end-user support and platform services.
• Implement and improve ICT service management processes, workflows, standard operating procedures and reporting mechanisms relevant to the unit’s scope of work.

Requirements

• High school diploma or equivalent is required.
• ITIL 4 Foundation Certification is required.
• ITIL 4 Managing Professional Certification is desirable.
• Relevant vendor certifications (e.g., Microsoft 365, Azure, Windows/Endpoint administration, Jira) are desirable.
• Relevant training in networking, cloud platforms/services and ERP environments is desirable.
• A minimum of ten (10) years of progressively responsible experience in ICT end-user support, service desk operations, or IT service coordination is required (or 8 years with first level university degree).
• Experience in front-line user support and incident/request handling is required.
• Experience in endpoint/workplace support activities is required.
• Experience in IT asset inventory management is required.
• Experience in application of service management processes and procedures is required.
• Experience in planning, assigning, supervising and reviewing the work of support staff is desirable.
• Experience managing contracts with external service providers is desirable.
• Experience troubleshooting technical/user support issues and managing escalations is desirable.
• Experience of IT contract management (i.e. outsourcing) is desirable.
• English and French are the official languages of the Court.
• UN Level III (Advanced) in one of these languages and UN Level II (Intermediate) in the other language are required.
• Knowledge of other official languages of the United Nations or Dutch is desirable.

Skills

• ITIL 4 Foundation Certification
• ITIL 4 Managing Professional
• Microsoft 365 Administration
• Azure Administration
• Windows Endpoint Administration
• Jira
• Networking
• Cloud Platforms
• ERP Environments
• ICT End-user Support
• Helpdesk Operations
• IT Service Coordination
• Incident Handling
• Request Handling
• Endpoint Support
• Workplace Support
• IT Asset Inventory Management
• Service Management Processes
• Staff Supervision
• Contract Management
• Technical Troubleshooting
• User Support Escalation Management

Languages

English, French