Overview & Responsibilities

IDLO operates a predominantly Windows environment, utilizing Microsoft 365, with a small number of Mac computers used mainly for publications purposes. The incumbent of this position shall provide (on site/remote) helpdesk support to multiple sites (around 400 users) and on-site support to the Headquarters in Rome.

Reporting to the ICT Manager, the ICT Service Desk Consultant shall mainly be responsible for the following duties:

• Provide tier 1-2 technical support for users as required to service the reactive needs of clients on IDLO’s core systems;
• System maintenance and upgrade – carry out activities of the computer support operations, including operations, help desk, technical support, asset management, and log/data entry in the Service Desk platform;
• Remote and onsite support for video conferencing services and events – setup, testing and schedule virtual meetings/calls based on users’ requests; operate and troubleshoot onsite/virtual video conferencing systems; answer questions of users related to videoconferencing and create/maintain documentation for each conferencing platform;
• Internal ICT processes – undertake the work following internal ICT unit business processes, and make suggestions for proactive measures to improve the ICT unit’s efficiency and effectiveness where possible;
• Meet service level agreements – carry out the work as per IDLO standard processes to ensure that SLAs are met and service requests resolved in a timely manner, including by escalating issues as required;
• Work alongside external vendors – as required, work alongside external vendors who have been engaged to carry out various tasks and deliverables;
• Plan and organize basic training to users on a regular basis and as required to ensure that users can competently use key business applications without the need for ICT support; and
• Perform any other relevant assignments requested by the Supervisor.

Job Requirements

Education and Work Experience

• Minimum 3 years of experience and demonstrated technical competence in a Help Desk role and environment;
• Certification or training in Customer Services and ITIL are preferred;
• Experienced understanding of TCP/IP;
• Minimum Diploma degree in Computer Science, Computer Engineering or Management Information Systems.

Languages

• Fluency in English and Italian is required. Knowledge of either French or Spanish would be an advantage.

Specific knowledge, skills and competencies

• Excellent written, oral, and interpersonal skills;
• Full Proficiency in Microsoft Office 365 suite and client-side technologies (Win 10, TeamViewer, OneDrive, SharePoint, MS Teams, etc.);
• Demonstrated experience providing technical assistance with audio/video conferencing equipment (Polycom, Ayno) and online webinar/meeting platforms (GoToMeeting, Zoom, Webex, etc.);
• Understanding of video conferencing related protocols;
• Experience setting up, monitoring video conferencing systems and VoIP telephony environments;
• Knowledge of computer hardware maintenance and repair;
• Experience with computer and printer troubleshooting;
• Ability to develop and maintain relationships with all employees, regardless of level;
• Flexible, with the ability to manage multiple projects with minimal supervision;
• Ability to work across organizations with various departments and field offices;
• Excellent time management skills, and capable of working under pressure and handling stress;
• Keen sense of ethics, integrity, credibility, and commitment to IDLO’s mandate.

Terms & Conditions

For this locally recruited position, IDLO shall offer the selected candidate a Local Single Engagement Agreement for 6 months.

IDLO will offer a monthly compensation of Euro 2,800, to a level commensurate with experience and qualifications.

Salaries and benefits paid by IDLO to employees are exempt from taxation in Italy. IDLO employees are responsible for compliance with income tax laws of their country of nationality or residence and/or of any other relevant fiscal jurisdiction.

In the interest of making most effective use of resources**, only** the short-listed candidates will be contacted during the selection process.

Annual Compensation

EUR €2,800.00/Mo.

DISCLAIMER
The above statements are intended to describe the general nature and level of the work being performed by the employee/consultant/intern assigned to this work. This may not be an exhaustive list of all duties and responsibilities. The Director-General of IDLO reserves the right to amend and change responsibilities or even to cancel the consultancy opportunity to meet business and organizational needs as necessary. All applications will be treated with the strictest confidentiality and in compliance with IDLO’s policy on personal data protection.