ICT Help Desk Assistant

The OSCE Special Monitoring Mission to Ukraine is looking for highly qualified, motivated and experienced Ukrainian professional for the position of ICT Help Desk Assistant in Kyiv. The OSCE is committed to achieving a better balance of women and men within the Organization.

Initial duration of appointment is for 12 months, subject to a subsequent OSCE Permanent Council Decision to extend the mandate of the Mission.

NOTE: Candidates who applied for the previous issuance of this post, VNSMUG01189, do not need to reapply; their applications will automatically be considered.

All qualified applicants are strongly encouraged to apply online, using the OSCE online application link http://www.osce.org/employment/.

Please note that applications received after the deadline, submitted in different formats than the OSCE Application Form or in other languages than the English language will not be considered.

For more detailed information on the structure and work of the OSCE Special Monitoring Mission to Ukraine, please see https://www.osce.org/special-monitoring-mission-to-ukraine.

Tasks and Responsibilities

Under the direct supervision of the National IT Officer Support and field coordination, the incumbent is responsible for SMM ICT support. Specifically, the incumbent provides the following services:

Provides help desk assistance and for the standard office automation products in use (e. g. MS Office: word processing, spreadsheets, presentations; E-mail; databases; desktop and notebook computers’ operating systems; multifunctional printers; Electronic Banking system client software; web-browsers; Tokens assignments, distribution, PIN codes creation; SMM-used applications, like Request Approval Tracking System (RATS), etc.);

Assists staff personally, by phone or via remote access software with technical and procedural computer problems related to the use of IT equipment and software; identifies problems and implements or recommends solutions; investigates possible patches or searches in the documentations and the similar previous requests for assistance to find most effective solutions;

Tests new software and hardware products; deploys and updates desktop and notebook computers’ operation system and software; briefs user on basic operation and handling;

Acts as system support for the Local Area Network (LAN) for SMM including managing user accounts, setting up and managing multifunctional printers and its queues, managing email and Microsoft LYNC accounts;

Deploys and redeploys computer equipment for end-users in offices and meetings; carrying out necessary cabling and patching in wiring racks; keeping record of the relocation and movements of the equipment;

Creates, updates, maintains Video Teleconference (VTC) (e.g. CISCO WebEx, Skype for Business, CISCO phones);

Develops and maintains user manuals, usage instructions and Standard Operating Procedure documents;

Reacts on malware alerts: identifies the computer and a user, notifies them, checks with antivirus tools, and escalates it to the second level support if required;

Maintains accurate log entries of requests in an integrated Help Desk and IT Service Management Solution – ASSYST; maintains ICT databases of hardware and software assets;

Performing other related duties as required.

Necessary Qualifications

Ukrainian citizenship or holding permanent resident status in Ukraine;

Completed secondary education, supplemented by formal IT course trainings;

Minimum three years of relevant work experience in the installation and maintenance of advanced office computer hardware and software (including operating systems), networking (LAN/WAN), solid knowledge of computer applications and operating systems to be able to support user requests;

Established practical knowledge of the popular software packages (including, but not limited to Microsoft Office;

Microsoft Outlook) and printer hardware;

Established ability to identify, analyze and resolve hardware and software problems;

Professional fluency in the English, Ukrainian and Russian languages, both oral and written;

Demonstrated ability and willingness to work as a member of a team, with people of different cultural and religious backgrounds, different gender, and diverse political views, while maintaining impartiality and objectivity;

Demonstrated gender awareness and sensitivity, as well as the ability to integrate a gender perspective into tasks and activities;

Flexibility and ability to work under pressure and with limited time frames.

Required competencies

Core values

Commitment: Actively contributes to achieving organizational goals

Diversity: Respects others and values their diverse perspectives and contributions

Integrity: Acts in a manner consistent with the Organization’s core values and organizational principles

Accountability: Takes responsibility for own action and delegated work

Core competencies

Communication: Actively works to achieve clear and transparent communication with colleagues and with stakeholders of the Organization

Collaboration: Works effectively with others on common goals and fosters a positive, trust-based working environment

Planning: Works towards the achievement of goals in a structured and measured manner

Analysis and decision-making: Analyses available information, draws well-founded conclusions and takes appropriate decisions

Initiative-taking: Proposes and initiates new ideas, activities and projects

Flexibility: Responds positively and effectively to changing circumstances

Managerial competencies (for positions with managerial responsibilities)

Leadership: Provides a clear sense of direction, builds trust and creates an enabling environment

Strategic thinking: Identifies goals that advance the organizational agenda and develops plans for achieving them

Managing performance: Helps to maximize team performance by providing active feedback and skill development opportunities

Remuneration Package

Monthly remuneration, subject to social security deductions is 872.33 Euro/month. Social benefits will include participation in the Cigna health insurance scheme and social security / Provident Fund. Appointments are normally made at step 1 of the applicable OSCE salary scale.

How To Apply

For more details please visit the OSCE website employment section at http://www.osce.org/employment/. All qualified applicants are strongly encouraged to apply online, using the OSCE online application link.

Please note that applications received after the deadline, submitted in different formats than the OSCE Application Form or in other languages than the English language will not be considered.

The OSCE is committed to diversity and inclusion within its workforce, and encourages the nomination of qualified female and male candidates from all national, religious, ethnic and social backgrounds.

The OSCE retains the discretion to re-advertise the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration.