IARC Information Technology is looking to fill two positions: a Service Desk role for Level 1 and 2 support, and a Windows Environment and Desktop Administrator. We will conduct the selection process in waves, and successful candidates may be offered either fixed-term or temporary contracts.
PURPOSE OF POSITION
The International Agency for Research on Cancer (IARC), part of the World Health Organization (WHO), is based in Lyon, France, and is dedicated to promoting global collaboration in cancer research.
The Services to Science and Research (SSR) branch supports IARC’s scientific mission by efficiently managing the Agency’s resources and delivering key administrative services. This includes ensuring risk mitigation and implementing strategies that strengthen capacities and maximize IARC’s impact.
Within SSR, the Information Technology Services (ITS) unit is responsible for maintaining and enhancing IARC’s IT services and infrastructure. ITS’s core functions include IT governance, information systems, digital workplace management, scientific IT support, cyber security, and hybrid infrastructure.
As a member of IARC's ITS Operations Team, the incumbent is expected to provide support in the below main areas:
Service Desk Analysis: Responsible for first- and second-level IT support to all Agency personnel and visitors and helps with the creation of user documentation for the services provided by ITS.
Windows Environment and Desktop Administration: Responsible for daily operation and maintenance of Windows desktops and servers, procurement and deployment of IT equipment, and assisting with security incident response.
DESCRIPTION OF DUTIES
Under the direct supervision of the ITS head, the incumbent is responsible for providing a range of services related to service desk and windows environment and desktop administration.
Summary of the assigned duties:
Service Desk Tasks
1. In collaboration with the ITS team, establish best practices for the IT support processes.
2. Manage the delegation of the first and second levels of support to the designated support service. Ensure that requests and incidents match with the services catalogue, and that Service Level Agreements (SLAs) are respected.
3. Ensure continuity of levels 1 and provide second level IT support to the personnel and visitors of the Agency. Act as an escalation point for incidents and service requests related to IT services. Escalate to service managers for level 3 supports.
4. Act as a liaison between IARC users and IT support teams to facilitate efficient support and maintenance.
5. Act as focal point for the ITS documentation. Validate, and enrich the knowledge base and the documentation with the contribution of the service manager and IARC users, targeting self-service (zero level support).
6. Ensure traceability, accuracy, completeness and classification of incidents and services requests in the IT management system, this includes:
a. Analyse historical records to identify trends, weaknesses, and improvement areas. Diagnose route cause problems underlying recurring incidents.
b. Apply corrective measures, in consultation with service managers and supervisors. Report regularly on trends to the ITS team.
7. Collaborate with ITS colleagues to promote harmonized digital workplace experience for IARC users to smoothen adoption and reduce diversity of cases and minimize support complexity.
8. Share knowledge and tips during intervention and updating related supporting documents to maintain IT literacy level across the Agency.
9. Help articulate Agency-wide learning and education activities such as user training in collaboration with other IT teams members.
10. Perform any other related duties as assigned by the supervisor.
Windows Environment and Desktop Computing Administration Tasks
1. Responsible for all the tasks related to the daily operation, maintenance and disaster recovery of:
a. the IARC Windows Domain controllers and associate functions (Active Directory, DNS, DHCP, GPOs)
b. the Microsoft Windows based servers
c. the Microsoft workstations.
2. Responsible for installation and administration of the Apple computers (Macs).
3. In collaboration with Head of IT, responsible for the administration and response to the security incident related to the Endpoint Detection and Response (EDR) security system of the Agency. (no operating systems restricted).
4. Responsible for the procurement and deployment of IT user equipment following the guidance of the IARC Procurement and IT policies. Responsible for the preparation of IT equipment needed during specific events at the Agency. IT focal point contact for Laboratory IT equipment new project request.
5. Along with the other ITS team members, participate in the new and ongoing ITS projects for the Agency, as assigned by supervisors.
6. Serve as a backup for the Service Desk Analyst providing first and second level IT support to all personnel and visitors of the Agency.
7. Perform any other related tasks assigned by the supervisor.
WHO COMPETENCIES
· Technical Expertise
· Producing results.
· Moving forward in a changing environment.
· Teamwork.
· Communication.
SKILLS
Essential:
· Excellent knowledge of Microsoft Windows desktop operating systems, Microsoft Office 365 suite.
· Excellent knowledge of end user desktop computing environments and a clear understanding of client server communications.
· Excellent knowledge of Windows Server, Active Directory, group policies
· Ability to work autonomously and to prioritize a variety of IT problems.
· Ability to independently prioritize own tasks.
· Tact, professionalism and flexibility in assisting others.
· Keen interest in keeping current in IT news and developments.
Desirable: -
REQUIRED QUALIFICATIONS
EDUCATION
Essential: Completion of a secondary school education, plus two years of specialized studies in computer science, information technology or relevant field recognized by a diploma (BTS, DUT, license, license pro or equivalent).
Desirable: Information Technology Infrastructure Library (ITIL) certification; University degree in computer science, information technology or relevant field.
PROFESSIONAL EXPERIENCE
Essential:
· Minimum of three years’ experience within an IT environment, preferable in a support role and/or windows environment and desktop computing administration role.
· Experience in:
o User account management in Active Directory environments.
o Microsoft PowerShell and automation technologies.
o Information Technology Service Management (ITSM) solutions.
o Experience with major brands of desktop and laptop solutions (e.g. Dell, HP, Lenovo).
o Writing end user documentation and solution guides.
· Dedicated for Windows end user: Experience of using and migrating user data as well as maintaining and managing Microsoft System Center Configuration Manager (SCCM).
Desirable: Experience in one or more of the following areas:
· Veeam Endpoint backup and/or Veeam backup and replication software.
· MacOS and/or Linux desktop environments.
· Microsoft InTune and Mobile Device Management.
· Trouble ticket tracking solution.
· Working in English language with users from different countries and cultures.
USE OF LANGUAGE SKILLS
Excellent knowledge of English or French with intermediate knowledge of the other language.
OTHER CONSIDERATIONS (e.g. Physical Workplace Condition, if other than normal office environment; IT Skills; etc.):
Moving end-user computing equipment around the Agency.
REMUNERATION
The fixed remuneration for the above position currently amounts to EUR 3,396 per month and is expressed net of income tax but before deduction of the employee share contributions for mandatory participation in the United Nations Joint Staff Pension Fund (UNJSPF) and in the Organization’s private insurance plans covering health, accident, illness, and disability.
Other benefits include different types of leave and allowances for dependent family members.
Employment status is that of an international civil servant.
Note: due to the legal status of WHO/IARC as an international organization, its staff do not contribute to and do not generate benefits in French mandatory schemes for health insurance (“assurance maladie”), pension (“assurance vieillesse/retraite or unemployment (“Pôle-Emploi”) throughout their period of employment with the Agency.
ADDITIONAL INFORMATION
· This vacancy notice may be used to fill other similar positions at the same grade level or lower.
· This post is subject to local recruitment and will ideally be filled by persons residing within the local commuting area of the duty station.
· Only candidates under serious consideration will be contacted.
· A written test and/or presentation/seminar may be used as a form of screening.
· If your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. IARC/WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net. Some professional certificates may not appear in the WHED and will require individual review.
· According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.
· Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules, and Manual noting that first year of fixed term contracts is a probationary period which may be extended subject to performance evaluation.
· For information on IARC’s operations please visit: https://www.iarc.who.int, and for more general information on WHO's operations please visit: http://www.who.int.
· IARC/WHO is committed to creating a diverse and inclusive environment of mutual respect. The IARC/WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic, and socio-economic backgrounds, or any other personal characteristics.
· IARC/WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Participating States https://www.iarc.who.int/equity-diversity-and-inclusion-at-iarc are strongly encouraged to apply for IARC/WHO jobs. Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int
· An impeccable record for integrity and professional ethical standards is essential. IARC/WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the IARC/WHO Values Charter https://www.iarc.who.int/about-iarc-who-ethics into practice.
· IARC/WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the IARC/WHO workforce have a role to play in promoting a safe and respectful workplace and should report to IARC/WHO any actual or suspected cases of SEA, sexual harassment, and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, IARC/WHO will conduct a background verification of final candidates.
· IARC/WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
· IARC/WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to fully express and develop their talents.
· The statutory retirement age for staff appointments is 65. For external applicants, only those who are expected to complete the term of appointment will normally be considered.
