Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 192-member National Societies (NSs). The overall aim of IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by NSs 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.” IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality.

IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services.

IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegations and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat .

The position is located in the Regional Office for Europe and Global Services Centre within the Corporate Services.

Job Purpose

•  Deliver a high quality information and communication technologies support services to end user community, with a focus on incidence management, service requests and the service desk function;
•  Participate in the work of project teams to test and support the new systems that are being introduced;
•  Quarantee data information security, availability and integrity through strong operational competencies and within ITIL framework;
•  Identify operational procedures gap and contribute to their development in alignment with the end users support activities requirement, maintain them up to date and provide structured support advice to the various IFRC stakeholders and end users.
•  All services provided by the Officer, Service Desk are tracked and reported on by using IT Service Management software tools, with focus on resolution of issues within defined service levels.

Job Duties and Responsibilities

•  Provide Level-1 service desk and desktop support services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
•  Assist end-users physically and 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 newly adopted IT systems in use to provide effective support to end-users.
•  Ensure quality and efficiency of services provided, with emphasis on providing solutions (rather than closing requests), while respecting operating methods defined within the ITD quality standards.
•  Ensure end users are informed about any potential outage, maintenance or degradation affecting IFRC IT services.
•  Maintain the operational knowledge base in the Service Management Tool; record incident and service requests; provide quality advise and training during resolution; update knowledge base.
•  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 and IT literacy.
•  Act as escalation point for L1 IT officers in the European Region and ensure they are up to date on the processes and knowledge on IFRC IT services by making sure internal, restricted knowledge base is up to date, as well as communication and training/knowledge transfer to IT staff is done when necessary
•  Provide and ensure meeting room equipment is functional, as well as providing audio-visual support of events where IT support is requested
•  Schedule and complete the onboarding process for end-users, including the set up and configuration of end-user equipment, briefing on IT systems and accesses, as well as updating the inventory
•  Maintain the inventory of end-user devices for the responsible office(s) and ensure inventory data is up to date
•  Take part in the creation and testing of the IFRC Image, as well as carrying out the deployment of the IFRC image on every IFRC laptop before handover to the end-users
•  Ensure higher level of expertise with regards to IT tools and solutions that are above Level 1 support level, but where knowledge transfer from Level 2 teams has taken place and is documented
•  Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.
•  Adhere to staff regulation as well as the IT security rules at all the times.
•  Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.

Job Duties and Responsibilities (continued)

Duties applicable to all staff 1. Work actively towards the achievement of the Federation Secretariat’s goals. 2. Abide by and work in accordance with the Red Cross and Red Crescent principles. 3. Perform any other work-related duties and responsibilities that may be assigned by the line manager.

Education

Preferred:

•  Degree in Information Technology or equivalent experience.
•  ITIL certification or equivalent.

Experience

Required:

•  3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents.
•  Proven track record of service desk experience with high level quality requirement.

Knowledge, Skills and Languages

Required:

•  Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation).
•  Good experience to receive user demands through various communication channels such emails and phone calls.
•  Excellent knowledge of a Service Management Tool and support workflow usage ( MS Windows 10,11 operating system environment and MS Office 365 application suite and related end users support requests.
•  Good knowledge of MS Active Directory concepts and user account management (MACD), Microsoft Outlook, additional services under Office 365 (OneDrive, Teams, SharePoint).
•  Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests.
•  Proven interpersonal and ability to communicate and coordinate with stakeholders across different internal/external teams for specific maintenance or support activities.
•  Affinity for team work, collaborative attitude, open-minded and adaptable, solution and end-user result oriented.
•  Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy.
•  Well organized, able to work under pressure and manage emergencies.
•  Fluent spoken and written English.

Preferred:

•  Good knowledge of end-user computer monitoring and associated monitoring and reporting features.
•  Adept at analysis and problem solving.
•  Good command of another IFRC official language (French, Spanish or Arabic).

Competencies, Values and Comments

Values: Respect for diversity; Integrity; Professionalism; Accountability. Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust.

Comments: This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.