Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-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.
IFRC has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the Red Cross and Red Crescent Movement, including sexual exploitation and abuse, sexual harassment and other forms of harassment, abuse of authority, discrimination, and lack of integrity (including but not limited to financial misconduct). IFRC also adheres to strict child safeguarding principles.
The Information Technology Department (ITD) has the dual role of providing cost effective information and communications technology (ICT) solutions to enable the geographically distributed staff of the secretariat to function effectively, as well as advising National Societies on developing their use of ICT. The department provides all ICT services for the Secretariat with staff based in Geneva, Budapest and at important locations worldwide. Increasingly the IT department facilitates the development and sharing of best practices in ICT by National Societies and contributes to their ICT development, strengthening and capacity building.
The IFRC is in the process to establish a Global Services Centre (GSC) in Budapest, Hungary and the IT services
will be partially moved there as the first global shared service component.
The Geneva based IT department is led by the Director, IT. The two Unit Managers (in Geneva & Budapest) are key members of the global IT department management team along with the Advisor, Innovation and National Society Development, contributing to the development and implementation of an IT strategy that best serves the IFRC’s business needs.
The Officer, Service Desk reports to the Team Leader, Service Desk in Budapest.

Job Purpose

The job purpose is to:

• 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 the new systems that are being introduced;
• guarantee 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 (Easy Vista), with focus on resolution of issues within defined service levels.

Job Duties and Responsibilities

• 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.
• Assist in developing accurate statistics and reports from Easy Vista (IT Service Management tool), provide periodic performance reports.
• Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise.
• Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to 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

Required:

• Degree in Information Technology.
• 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 (Easy Vista preferred).
• Excellent knowledge of MS Windows 7 & 10 operating system environment and related end users support requests.
• Excellent knowledge of MS Office 2016 application suite and related end users support requests.
• Good knowledge of MS Active Directory concepts and user account management (MACD).
  
• Good knowledge in popular mobile devices (i OS & 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.
• Well organized, able to work under pressure and manage emergencies.
• Fluent spoken and written English.

Preferred:

• Good knowledge of Microsoft Outlook and related issues, resolutions.
• Good knowledge of additional services under Office 365 (One Drive and oo Drive).
• Good knowledge of end-user computer monitoring (MS in Tune preferred) and associated monitoring and reporting features.
• Adept at analysis, problem solving, solution and end-user result oriented.
• Affinity for team work, collaborative attitude, open-minded and adaptable.
• Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy.
• 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.