The world’s largest humanitarian organization, with a network of 192-member National Societies. The overall aim of the organization is “to inspire, encourage, facilitate, and promote at all times all forms of
humanitarian activities by National Societies with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” The organization works to meet the needs and improve the lives of vulnerable
people before, during and after disasters, health emergencies and other crises.
Provide Level-1 service desk services including logging, resolving and escalating user requests. Monitor the progress of issues and ensure adequate follow-up until resolution.
Assist end-users remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.
Acquire and maintain know-how on existing and newer IT systems in use to provide effective support to end-users.
Ensure quality and efficiency of services provided, while respecting operating methods defined within the ITD quality standards.
Take preventive measures to warranty IT services availability and avoid potential interruptions from an end user satisfaction level
Maintain the operational knowledge base in the Service Management Tool; record incident; provide quality advises during resolution; update knowledgebase.
Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity.
