Information Systems Assistant (G-6)

Duty Station:	Seibersdorf, Austria
Issue Date:	8 June 2012
Application Deadline:	7 July 2012
Type of Appointment:	Either a Fixed-term appointment (if the candidate already holds a Fixed-term appointment) or Temporary-assistance appointment (in all other cases) may be offered, both subject to a probationary period of 1 year
CCOG codes:	2.A.05

Organizational Setting

The Division of General Services is one of the six Divisions in the Department of Management (MT). The Division of General Services provides service functions through the Director's Office and five Sections: Facilities Management, Seibersdorf Facilities Management, Archives and Records Management, Transport and General Support, and Commissary Management. The Seibersdorf Facility Management Section (SFMS) supports the IAEA's Laboratories at Seibersdorf in all technical matters related to operation of the site and implementation of the IAEA's programmes and projects. SFMS also provides safety, security, administration, logistic, communication and transport services for the Laboratories. The Section consists of several units or groups covering maintenance, mechanical workshop, procurement, information and communication technology, dangerous materials handling and accounting, as well as library, reception, training support, catering and messenger services. The IAEA's Laboratories are located in Seibersdorf, approximately 45 km south of Vienna. Their main objective is to contribute to the implementation of the IAEA's programmes in food and agriculture, human health, physical and chemical sciences, water resources, industry, environmental management (terrestrial), radiation protection and safeguards verification.

Main Purpose

Reporting to the Head of Seibersdorf Facilities Management Section (SFMS), the Information Systems Assistant provides efficient support to customers in the utilization of information systems resources. He/she ensures that issues reported are logged and addressed in a timely and customer friendly manner. The Infomation Systems Assistant is responsible for first line queries related to regular maintenance of desktop systems and other peripherals such as digital projectors, audio-visual equipment, printers and photocopiers.

Working Relationships

The Information Systems Assistant keeps excellent levels of communication with customers across staff in Seibersdorf and the IT Service Desk at Headquarters. He/she keeps constant communication with Head of SFMS and its team members to coordinate related activities.

Functions / Key Results Expected

Act as point of contact for responding, resolving, and tracking all service calls received by the SFMS/Service Desk or through MTIT Service desk; and directly from Seibersdorf customers. Manage service calls received by logging it to the online system, prioritize and monitor until completion. Monitor and generate statistical data for improved client satisfactions. Respond and solve user problems/requests including troubleshooting, installation, removal of hardware/software using supplied installation instructions and tools. Deploy, test and maintain IAEA's desktops, laptops and all other peripherals including supply of consumables. Deploy new or upgraded desktops, laptops or core applications images. Install standard and non-standard hardware/software for the laboratory usage. Maintain IT equipment and audio-visual items in meeting and training rooms. Monitor, troubleshoot LAN network and server rooms facilities. Maintain an inventory control of assets and software and dispose damage parts in an appropriate manner. Manage spare parts store and arrange replenishment in time.

Knowledge, Skills and Abilities

Strong up-to-date computer skills: Advanced technical knowledge and troubleshooting skills of Windows 7, Office 2010 suite and other related software. Advanced knowledge in troubleshooting LAN, Server room, PC/laptop issues. Strong IT Service Desk related experience with ability to deal with established deadlines and priorities. Excellent problem solving skills. Organizing skills: Ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking. Excellent interpersonal skills, including the ability to operate effectively across organizational boundaries and to deal effectively with customers, colleagues and other technical staff in a professional, efficient, courteous and friendly manner. Ability to work effectively as a team member with staff at all levels in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity. Excellent communication skills, with ability to translate technical information to non-technical staff.

Education, Experience and Language Skills

Completed secondary education and post-secondary training/diploma in computer sciences at a recognized business institute. Minimum of six years of relevant working experience providing IT support to users in a LAN environment. Hands-on experience and familiarity with desktop software and hardware and audio-visual devices. Knowledge of ITIL Service Improvement Processes. English Language Test (Level 2) and English Typing Test (Level 2) to IAEA standard. Fluency in written and spoken English. Working knowledge of German desirable. Knowledge of another official IAEA language (Arabic, Chinese, French, Russian or Spanish) an asset.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at €46 145 (subject to mandatory deductions for pension contributions and health insurance), six weeks' annual vacation, pension plan and health insurance.

How to Apply

Internal and external applicants need to complete an IAEA Personal History Form. Internal applicants are required to apply online at https://personnel.iaea.org. External applicants are required to apply online at http://recruitment.iaea.org. You can find more information about employment opportunities and working at the IAEA at http://www.iaea.org/About/Jobs. No e-mail or hard-copy application will be accepted. All applicants will be informed of the outcome of their application in due course. Applications received after the application deadline will not be considered. Applicants who do not comply with the aforementioned application guidelines or do not meet the essential requirements specified in this Vacancy Notice will not be considered. Appointment is subject to a satisfactory medical report. Recruitment will be on a LOCAL BASIS only. Outside applicants are required to supply to the IAEA or to authorize it to seek all information relevant to their suitability for employment by the IAEA. Testing may be part of the recruitment process.

Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.