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Help Desk Specialist Job at WWF International

Help Desk Specialist

Mission of the Department:
To ensure the provision and maintenance of IT hardware, software and support services for WWF International. 

Location/Contract Details:
WWF office in Gland, Switzerland. This is an open-ended employment contract.

Main responsibilities:

  • Provide timely, effective and courteous first-level support, walking users through problem-solving process.
  • Utilise and maintain WWF’s e-HelpDesk tracking software to log and escalate unresolved queries to correct resources.
  • Monitor the Help Desk services to ensure that all tasks are prioritized, assigned and completed efficiently by the appropriate resource; produce statistical reports on Help Desk performance and implement improvements as needed to ensure high user satisfaction.
  • Responsible for on-boarding of new users and exit briefing for all employees.Manage and maintain online and offline documentation of ICT manual, policies and procedures.
  • Plan, provide and monitor user-training for package and proprietary applications.
  • Manage and support the Super User Group, including conducting monthly meetings and arranging for advanced training, as needed.
  • Provide technical support for visitors and in-house meetings.Continuously improve quality of Help Desk service.

What you need:

Required Qualifications, Skills and Competencies
  • CFC or equivalent diploma in computer science.
  • Microsoft Specialist certification is essential.
  • Minimum 5 years experience in end-user support, of which 2 years have been in a supervisory capacity.
  • Proven experience in supporting Windows 7, Microsoft Office and Google Apps for Business.
  • Must have a very strong customer service orientation, with excellent interpersonal skills.
  • Excellent analytical skills to solve problems quickly and methodically.
  • Ability to effectively prioritize and execute tasks, and able to work under pressure.
  • Competency in writing procedure manuals and documentation for Help Desk and end-users.
  • Exceptional team player with the ability to co-ordinate the work of others to achieve assigned objectives.
  • Aptitude to analyse trends in user needs and recommend changes which will improve Help Desk efficiency.
  • Very good written and oral skills.
  • Fluent in English, with a good knowledge of French.
  • Adhere to WWF’s values: Knowledgeable, Optimistic, Determined and Engaging.

How to apply?

Upload your covering letter and CV on Linkedin. We will not accept applications without CV and Covering Letter. Please make sure they are saved together as one file.

Deadline for applications: 11th April 2014 @4pm CET

WWF is an equal opportunity employer and committed to having a diverse workforce.