The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org

The ICRC ICT division is responsible for designing, implementing and supporting ICT solutions for more than 10'000 of its employees worldwide. The Belgrade Shared Services Center (BSSC) is created to provide a 24x7 ICT support service to the ICRC worldwide operations.

The BSSC is looking for a suitable candidate to fill the following position:

ICT Service Desk Operator
(location Belgrade, 12 months contract with a possibility of extension)

MAIN TASKS

• Acts as the first point of contact for ICRC user’s incidents and requests and ensures the 24/7 smooth operations of the ICRC IT infrastructure
• Ensures full processing of incidents, request tickets or declared IT issues by ICRC users via e-mails, phone or web portal
• Carries out basic fault diagnosis to identify whether the ticket can be resolved on a first-time fix basis
• Provides services or resolution of the defined incidents and/or requests on management processes for all IT solutions in production within SLAs
• Ensures the permanent end-to-end IT service to the ICRC users – 24/7 support
• Deals with user complaints in a professional manner
• Creates and updates user-based FAQ’s and internal Knowledge Base
• Improves processes and procedures within the team allowing strong service-focused deliverables

REQUIRED PROFILE

• Computer science technical degree or 2 years equivalent experience along with minimum of 2 years of professional experience in the IT service desk field in a global organization
• ITIL foundation certification desirable (or equivalent experience)
• Available to work in shifts 24/7 including weekends and public holidays
• Excellent knowledge of the English language (written and spoken) and knowledge of French is an asset
• Affinity for teamwork and strong collaborative attitude
• End-user, service-oriented, well-organized, open-minded and adaptable
• Motivated by the humanitarian work
• Able to work under pressure and manage crises with discernment
• Proven experience in using corporate service management tool (ticketing) tool

WHAT WE OFFER

• Work and progressive professional development in an exciting international environment
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
• Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter exclusively in English.

Only shortlisted candidates will be contacted.