Service Desk Officer 2

Experience and Qualifications

• A minimum eight to ten years’ related experience in humanitarian settings, including in management, coordination, or representation roles.
  
• Prior experience in coordinating and managing multiple internal or external stakeholders with sometimes diverging interests, priorities, and reporting lines.
  
• Prior experience in high-level representation and correspondence with senior stakeholders, including government officials, diplomats, military or armed groups, donors, and multilateral organisations.
  
• Strong experience in reporting, internal information flow, and advocacy in the humanitarian sector. Ability to synthesize complex and sensitive material and analyse and report on it to colleagues.
  
• Familiarity and ease-of-use in SharePoint, Teams, Microsoft Lists and ability to liaise with technical and IT/IKM referents to ensure appropriate setups, use-cases, and best practices.
  
• Familiarity with MSF’s structure and representation work is required. Prior experience in MSF operations (PC/HOM) or representation (HRT) is a strong asset.
  
• Demonstrated knowledge of international humanitarian affairs and strong geopolitical understanding of current humanitarian contexts/countries. Diplomatic networks and contacts in relevant contexts are an asset.
  

Education:

• A Bachelor’s degree/Diploma in Computer Science, Information Technology or an equivalent qualification from a recognized institution.
  

Experience:

• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context.
  
• Field experience with MSF or other humanitarian NGOs is an added advantage.
  
• Hands-on experience with Microsoft 365, Windows 10/11, Teams, Intune, and Active Directory/Entra ID.
  
• Proficiency in diagnosing and resolving hardware and software problems for end users.
  
• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, or Microsoft certifications can be beneficial.
  
• Experience using ITSM tools in handling IT support.
  
• Fluency in English is required, and knowledge of French and a third language is an added advantage.