Service Desk Officer 2 at Medecins Sans Frontieres (MSF)

Rationale/Objective for Position

This position will be hierarchically and functionally accountable to IT Officer.
The Service Desk Officer is responsible for providing efficient and effective technical support to end users within the organization.

Tasks & Responsibilities

Technical and Operational Responsibilities

• Provide prompt and courteous technical assistance to end users for hardware and software issues.
• Diagnose and resolve problems related to technologies used in the office: Office 365 services, Windows 11, ERP, etc.
• Address and resolve issues with SIM card activation, connectivity, and functionality.
• Troubleshoot and address internet connectivity issues to ensure uninterrupted access.
• Assist in setting up and managing user accounts, subscriptions, and access to SIM card services.
• Configure permissions, access controls, and document libraries in SharePoint to support SIM card management.
• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other IT equipment.
• Ensure proper functionality of conference room equipment, printers, Wi-Fi access points, and SIM card-related tools.
• Communicate effectively with users, different departments, and stakeholders to understand and address IT needs.
• Collaborate with the IT team to identify and resolve IT infrastructure-related challenges.
• Adhere to and enforce IT security policies and procedures.
• Support data backup, restore, and recovery processes to ensure data protection.
• Provide regular updates and reports on IT support activities, user issues, and SIM card-related solutions.
• Maintain accurate documentation of SIM card troubleshooting procedures, resolutions, and improvements.
• Support onboarding and deboarding of staff.

Other Responsibilities

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.
• Recognize, respond, and document any form of abuse or inappropriate behavior and alert the safeguarding unit of any suspected potential abuse.
• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.

Qualifications

Education:

• A Bachelor’s degree/Diploma in Computer Science, Information Technology or an equivalent qualification from a recognized institution.

Experience:

• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context.
• Field experience with MSF or other humanitarian NGOs is an added advantage.
• Hands-on experience with Microsoft 365, Windows 10/11, Teams, Intune, and Active Directory/Entra ID.
• Proficiency in diagnosing and resolving hardware and software problems for end users.
• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft certifications can be beneficial.
• Experience using ITSM tools in handling IT support.
• Fluency in English is required, and knowledge of French and a third language is an added advantage.