Career Opportunities: Service Assistant (G-5) (24179)

Organisational Context

Under the direct supervision of the Director of Judicial Services, the Information Management Services Section ensures that the Registry puts in place adequate Information Management (IM) services, for the benefit of all Organs and activities of the Court. The Information Management Services Section will also provide services to other Registry clients, including external parties relying on the policies and technology of the Court.

Information services consist of:

• Information management activities which include: developing policies and best practices for the management of (digital) documents, records and archives; library services and knowledge management, whether technology based or not.
• Information Systems support including systems development, administration and integration.
• Technology Services Operations support, including end-user services, communications and networking technology, audio-visual technology
• Information security activities, including developing policies and best practices, implementing information security standards and managing risk related to information, whether technology based or not.

The Information Management Services Section provides:

• Advice on best practices addressing the needs of its clients and the Court’s and Registry’s strategic objectives.
• Integrated solutions (i.e. systems, policies and processes) relying on industry best-practices on all aspects of information services related to capturing, storing, preserving, delivering, securing and managing information and communication.
• Leadership and dialogue with clients in relation to the innovation, awareness and adoption of new information practices, tools and technology-enabled processes and practices that will improve productivity, effectiveness, information sharing and availability.
• Strategic input and support for the implementation of a continuous change management process harnessing the use of information and technologies.

Duties and Responsibilities

Within this framework and under the direct supervision of the End-user Services Coordinator the incumbent will perform the following duties:

• Acts as focal point for the business into the IMSS.
• Responds to queries in person, emails or over the phone and provide feedback to users on call status, log all incidents, provisioning tickets, work and dispatch all incoming tickets using Service Desk tool to various units in the IMSS section
• Configures and delivers new equipment.
• Installs, supports and troubleshoots various software packages used in ICC.
• Replaces broken technology hardware as and when needed, in a timely manner.
• Provides 1st and 2nd line support and provides technical assistance and advice on all aspects of hardware, software and network infrastructure ensuring best practice and standards are adhered.
• Performs regular daily check of technology systems.
• Manages user accounts (creating new accounts, contract extension, access to mailboxes and folders).
• Provides information to all ICC staff (HQ and FOs) and external users (defence and victims representatives) on technology matters.
• Performs the IMSS check out procedures (making sure that equipment is returned and phone bill settled when users leave ICC).
• Assists users in the field and external parties with remote access (Webmail, Citrix, RSA, and Flex office).
• Manages hard disk encryption for ICC laptops, External hard drive, USB Stick and computers and ensure necessary encryption software/application is applied with the standards of the IMSS Security guideline.
• Provides first line technology support for courtrooms.
• Supports technology in meeting rooms across the organization premises.

Essential Qualifications

Education:

Diploma of secondary education.

Work Experience:

A minimum of six years of progressively responsible relevant experience in ICT technical support, preferably with electronic files processing and information management applications, of medium or high complexity, handling confidential information or other related fields. An advanced or a first-level university degree may be considered as a substitute for two years' working experience only to determine eligibility.

• Experience in troubleshooting technical issues (hardware and software) is required;
• Experience in client facing environment, customer services, help desk is required;
• Experience with supporting information technologies is required;
• Service Desk related certifications, such as ITIL V3 or CompTIA A+, are highly desirable.
• Experience in supporting applications in international organisation environment is desirable.

Knowledge, Skills and Abilities:

• Ability to handle uncertain situations with tact and professionalism
• Communications skills (written and oral)
• Customer orientated

Knowledge of Languages:

Proficiency in one of the working languages of the Court, French or English is required. Working knowledge of the other is an asset. Knowledge of another official language of the Court (Arabic, Chinese, Russian and Spanish) would be considered an asset.