National CIS Officer (Services management)

About EUPOL

Job Summary

The position is located in the Services Management Unit of the Communications and Information Systems Department (CIS) of EUPOL. Within the Services Management Unit, the Service Desk is the sole point of contact for all EUPOL mission staff to request support in CIS related problems. The Service Desk has an important customer-facing role in responding to service requests raised by EUPOL internal customers, and implements service management processes to enhance the stability and quality of CIS services delivery. Contributing to the departmental results of CIS, the Services Management Unit assists in the sourcing, acquisition, and contracting of IT equipment, products and services. The Unit coordinates its work closely with other units in CIS, in particular for 2nd and 3rd tier technical support in relation to IT, IS, and communications issues.

Duties & Responsibilities

Under the general direction of the Chief of CIS, and under the day-to-day guidance of the CIS Officer (Services Manager) or his/her designate, the CIS Officer (Services Management) will:

Responsibilities and Main Tasks:


Supervise and direct a team of Service Desk assistants, prioritize and schedule service requests, assign and monitor Service Desk tasks and operations, to ensure optimum service management and support levels to EUPOL internal customers.

Provide technical guidance and support to the Service Desk team in resolving CIS incidents.

Perform problem management and incident management analysis, and develop solutions to enhance the quality and reliability of CIS services.

Develop and maintain the configuration management database for CIS configuration items.

Liaise with relevant CIS units on the implementation of approved CIS change management requests through standardized release management procedures.

Propose the deployment, development, testing, and maintenance of CIS standard hardware, software, systems, and peripherals.

Participate in departmental training activities including user training programs in support of new technologies and procedures.

Provide service and technical reporting to the Services Manager or Chief of CIS on a regular basis.

To perform any other duties related to his/her assignment.

Job Requirements

University degree in Information Technology, Computer Science, or closely related field.

A combination of relevant industry certification including: IT service management (e.g. ITIL V3/Foundation/Practitioner); project management (PMP, PRINCE2); and Microsoft/Cisco certifications, is an asset.

Minimum 3 years relevant work experience in a similar position is required, of which at least 1 year in an international organization is desired.

Supervisory experience in working with teams is desired.

Proven expert technical skills in troubleshooting hardware and software operation issues in Microsoft Windows environments.

Excellent problem solving skills and ability to analyse complex configurations.

Excellent knowledge of spoken and written English. Additional language skills are desirable.

Relevant work experience in other international organizations is regarded an asset

Additional Attributes

Ability to work effectively under pressure, in difficult circumstances, as well as ability to communicate with personnel at all operational and strategic levels.

Ability to work without supervision, complete assigned tasks within strict deadlines and consistently maintains quality and accuracy in performance of duties.

Ability and willingness to work additional hours if required. Proven interpersonal skills and the ability to establish and maintain effective working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.

Mandatory requirement to pass all security clearance and medical checks.

Submission Guideline

Interested Afghan nationals should submit their applications at the latest 11 July 2012.
Only the short listed candidates will be contacted for interview.
Only official EUPOL Application forms are accepted.
EUPOL Application forms can be found by accessing the link below
http://www.eupol-afg.eu/?q=Recruitment
Address: EUPOL AFG Mission, Macroyan 3rd Jalalabad Road Disaster Police Afghanistan.
Email: hr.nationalstaff@eupol-afg.eu
Note: Candidates should bring original certificates to the interview.

Functional Area

IT - Software

Countries

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