Information Help Desk Assistant
UNRWA
Total years of experience :15 years, 4 Months
* Acts as a member of the ICT Service Desk team and provides first level ICT support services to end-users, in accordance with established standards, policies and operating procedures, including;
o Fulfilling end-user requests for ICT services, including access to application systems
and computer or mobile resources;
o Identifying and resolving/escalating reported incidents related to computer
hardware and software, mobile devices and other technology related tools and
products, access issues, connectivity, telephony and software operational
problems; analyzing issues and incidents, identifying systemic problems and
recommending appropriate solutions, and
contributing to ICT knowledge management system
o Identifying and resolving/escalating reported applications systems functional and/or
operational issues and problems in coordination with the second level support
teams;
o Maintaining and updating standard Service Desk information management system,
including status of all assigned service requests and incidents;
o Providing general information and advice to end-user queries on ICT products and services
at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of
standard ICT hardware, software or mobile equipment;
* Receives and installs new or updates existing end-user ICT hardware, mobile devices and software,
including operating system and anti-virus software, in accordance with established standards;
prepares and maintains an up-todate inventory of installed devices and software licenses; liaises
with maintenance and service vendors to install and service end-user computer hardware, mobile
devices and provision of minor ICT equipment;
* Prepares and supports requested ICT services for various internal and external meetings, including
necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing and video/audio
projection services.; provides daily video conferencing connectivity and troubleshooting
services;
* Performs such other duties as may be assigned.
Explain the way we are teaching the languages which is totally different about other academies and to persuade them for joining our programs.
* Supervises the use and maintenance of computer lab and equipment; maintains security and proper care of lab equipment including opening and closing facilities.
* Maintains a current inventory of resources and their use; establishes and monitors a schedule for the use of the lab and equipment;
* Maintains logs, records and files; prepares reports and performs general office duties such as typing and filing;
* Assists Technical Instructor (Computer) in solving problems with the use of hardware and software on various software application packages during lecture time;
* Assists administration staff in solving problems with the use of hardware and on various software application packages;
* Installs, configures, troubleshoots and maintains new software and operating systems;
* Unpacks, connects, installs, configures, troubleshoots and maintains additional hardware including cards, boards and memory or upgrade chips, when allowed by warranty;
* Install and Configure Elastix PBX
- Maintain and upgrade PC’s
- Maintain photocopiers and printer
