Within the Directorate of Management (MGT), and specifically the Information and Communications Technology (ICT) Unit, the Junior ICT Officer – Service Desk supports the organisation-wide ICT ticketing system (Service Portal) and contributes to the timely resolution of ICT incidents and service requests in accordance with established ICMPD/ICT procedures, service standards and continuous improvement processes. As an active member of the ICT Service Desk Team, the incumbent provides client-oriented and efficient first-level technical support to end-users across ICMPD, contributing to the smooth day-to-day operation of ICT services and the consistent application of ICT policies and guidelines.
The position is based in one of ICMPD’s regional offices and serves as the first point of contact for end-users at the assigned duty station. In line with the Service Desk’s centrally coordinated operating model, all incidents and service requests are logged and managed through the single Service Portal and assigned based on priority, workload and required technical expertise. While priority is given to requests originating from the assigned duty station, the Junior ICT Officer may also be assigned to handle service requests across multiple regions. Likewise, service requests from the regional office may be handled by other Service Desk team members, ensuring continuity and adherence to defined service levels.
The incumbent functionally reports to the ICT Team Lead – Service Desk, based at ICMPD Headquarters in Vienna, Austria, who provides technical guidance and performance supervision. Administrative supervision, including office presence and local administrative matters, is managed by the relevant management authority in the respective regional office.
The role also contributes to supporting organisational project teams in the effective use of Microsoft 365 collaboration tools, in particular Microsoft Teams and related document libraries, in coordination with the Knowledge Management function to ensure alignment with established organisational standards.
Proficiency in written and spoken English; proficiency in the language of the duty station is an asset.
