Project ICT Support Specialist, F

The Project ICT Support Specialist will manage the technical and administrative aspects of the IT service desk function to support the Education Digital Transformation Project funded by KfW. The role involves ensuring efficient technical support, coordinating deployment of hardware and software, maintaining inventory and documentation, and supporting training and implementation activities in UNRWA schools and health centres in Jordan.

Responsibilities

• Plan and manage the technical and administrative aspects of IT service desk function in line with established Agency service delivery policies, procedures and standards.
• Monitor the operation and performance of the service desk activities and initiate necessary actions to enhance performance.
• Ensure that incidents and requests are handled according to agreed procedures.
• Ensure that documentation of the supported services is available and in an appropriate form for those providing support; create and maintain support documentation.
• Coordinate and organize deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgate appropriate operations and standard procedures to users.
• Manage end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administer relevant service contracts preparation and management; prepare survey reports for obsolete or surplus end-user IMT assets and other resources.
• Coordinate preparation and certify applicable Requests for Purchase for end-user hardware and software; coordinate with Procurement and Logistics Office on related procurement activities.
• Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required.
• Ensure accurate end-user IMT resources inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system.
• Comply with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines; conduct training to business counterparts and team members as required.
• Complete the integration of digital environment at all schools and health centres and follow-up the preparation, installation and implementation of the Wi-Fi as a service at UNRWA schools; follow-up the installation of the passive network (cabling), installation of Wi-Fi access points and their configuration; work on full documentation of the project phase by phase.
• Participate in training sessions for teachers and health staff members.
• Follow up with vendors, suppliers and other partners involved in implementation of services.
• Work on the ICT inventory at schools as these IT devices will be part of the project and used during the digital learning process.
• Coordinate with the field ICT service units in the service and incidents requests.

Requirements

• Recognized first degree from an accredited educational institution in science information technology, electrical computer engineering, or related discipline.
• At least four years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery.
• Strong command of spoken and written English and Arabic at UN Level III.
• Candidates must specify current location and reside in Jordan within commuting distance of the duty station with authorization to work in Jordan at the time of application.
• Candidates must declare any current or past affiliations with non-governmental organizations, academic institutions, political organizations, military, or engagement in activities or public statements that could impact neutrality, objectivity or independence in the performance of duties for the UN/UNRWA.
• Project Management training is desirable.
• Knowledge of UNRWA's operational and computer facilities environment is desirable.
• Good understanding of the context of Palestine refugees and UNRWA operations is desirable.
• ITIL Training is desirable.
• Knowledge/experience in IT service management implementation and management is required.

Skills

• IMT Support Services
• End-User Training
• Supervision Experience
• IT Service Management
• ITIL
• Project Management
• Technical Support
• Hardware deployment
• Software Deployment
• Inventory Management
• Documentation
• Training and Support
• UNRWA Operations Knowledge
• English Language Proficiency
• Language Proficiency in Arabic

Languages

English, Arabic