IT Support Specialist

Organizational Setting

The Global operation Team is responsible for providing support to FAO global users including provision of 24/7 Global Service Desk with omnichannel through ServiceNow tickets Telephony Chat and email operating in over 173 countries and territories. The team also supports events and meetings as well as managing IT asset deployment and disposal cycles.

Reporting Lines

Under the direct supervision of the Information Technology Officer (Global Operations and Digital Office group) the IT Support Specialist will perform specific tasks.

Technical Focus

The IT Support Specialist will be expected to support the Global Operations Team in carrying out its mandate and is therefore expected to have general knowledge and experience in the areas of customer and technical support with customer care and satisfaction and general IT support.

Tasks and responsibilities

Act as first point of contact for rapid response (key events senior management others as needed) requiring assistance in resolving ITrelated problems across multiple platforms including but not limited to Microsoft Windows Mac OS Android iOS and videoconferencing tools. This consists in logging requests resolving IT issues providing troubleshooting support for nonstandard problems disseminating ITrelated material to users and providing oneonone training in the use of such ITrelated elements
Daily review of user requests for rapid response and meetings requests received through all channels (email/walkin/chat/ticketing) ensuring these are properly logged in the ServiceNow ticketing system
Provide immediate resolution of incidents and service requests and increase first contact resolution (FCR) metrics.
Receive user demand for IT services and/or support through a multichannel single point of contact (ServiceNow email phone Chat etc. and open ServiceNow tickets as per established procedures.
Provide handson assistance and set up of meetings and conferences with audiovisual elements
Maintain an uptodate inventory of all audiovisual equipment used for meetings support and ensure up to date information regarding meeting rooms across FAO
Support as needed meetings and IT hardware/software in FAO meeting rooms in coordination with other responsible teams/units
Actively participate to the design and definition of new operational procedures for meeting room setup and equipment provisioning and ensure feedback is considered for ongoing improvements and finetuning of procedures and SLAs
Coordinate requests for the settingup of IT services s.a. SharePoint Teams workspaces cloud services MFA etc. with CSI for appropriate action
Coordinate the delivery deployment and configuration of standard and nonstandard hardware and software for users liaising with CSI and CSF units for the maintenance of the inventory of hardware peripherals and software licenses in line with FAO policies and procedures
Assist in identifying hardware and software needs and coordinate requests for the purchase of hardware and software assisting where necessary in the identification of nonstandard items to be recommended for adoption in line with corporate policies and procedures
Actively participate in meetings with supervisor in order to check on IT and meetings support
Perform other related duties as required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Secondary school education and specialization in IT service management or other related IT fields
1 year of related experience supporting service desk operations
Working knowledge of English French or Spanish.

FAO Core Competencies

Results Focus
Teamwork
Communication
Building Effective Relationships
Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

Familiarity with and understanding of the work of international organizations regional entities and national governments
Working knowledge of service desk platforms particularly ServiceNow
General knowledge and skills in the use of standard office software such as MS Office (Word Excel MS Teams)
General knowledge of IT equipment deployment and disposal cycles

Section Criteria

Knowledge of one of the other FAO official languages is an asset.

IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

• FAO is committed to achieving workforce diversity in terms of gender nationality background and culture.
• Qualified female applicants qualified nationals of nonand underrepresented Members and person with disabilities are encouraged to apply;
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct and to uphold FAOs values
• FAO as a Specialized Agency of the United Nations has a zerotolerance policy for conduct that is incompatible with its status objectives and mandate including sexual exploitation and abuse sexual harassment abuse of authority and discrimination
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality

FAOs commitment to environmental sustainability is integral to our strategic objectives and operations.

HOW TO APPLY

To apply visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate complete and includes your employment records academic qualifications and language skills
Candidates are requested to attach a letter of motivation to the online profile
Once your profile is completed please apply and submit your application
Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work character education military and police records to ascertain any and all information which may be pertinent to the employment qualifications
Incomplete applications will not be considered
Personal information provided on your application may be shared within FAO and with other companies acting on FAOs behalf to provide employment support services such as prescreening of applications assessment tests background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time by withdrawing your application in such case FAO will no longer be able to consider your application
Only applications received through the FAO recruitment portal will be considered
Your application will be screened based on the information provided in your online profile
We encourage applicants to submit the application well before the deadline date.

If you need help or have queries please create a onetime registration with FAOs client support team for further assistance: IS A NONSMOKING ENVIRONMENT

Please note that all candidates should adhere to FAO Values of Commitment to FAO Respect for All and Integrity and Transparency