Back Roster - IT Analyst (Windows Environment and Service Desk) - Analyste informatique (environnement windows et service desk)

IARC Information Technology is looking to fill two positions: a Service Desk role for Level 1 and 2 support, and a Windows Environment and Desktop Administrator. We will conduct the selection process in waves, and successful candidates may be offered either fixed-term or temporary contracts.

PURPOSE OF POSITION

The International Agency for Research on Cancer (IARC), part of the World Health Organization (WHO), is based in Lyon, France, and is dedicated to promoting global collaboration in cancer research. The Services to Science and Research (SSR) branch supports IARC's scientific mission by efficiently managing the Agency's resources and delivering key administrative services. This includes ensuring risk mitigation and implementing strategies that strengthen capacities and maximize IARC's impact. Within SSR, the Information Technology Services (ITS) unit is responsible for maintaining and enhancing IARC's IT services and infrastructure. ITS's core functions include IT governance, information systems, digital workplace management, scientific IT support, cyber security, and hybrid infrastructure. As a member of IARC's ITS Operations Team, the incumbent is expected to provide support in the below main areas:

Service Desk Analysis:

Responsible for first- and second-level IT support to all Agency personnel and visitors and helps with the creation of user documentation for the services provided by ITS.

Windows Environment and Desktop Administration:

Responsible for daily operation and maintenance of Windows desktops and servers, procurement and deployment of IT equipment, and assisting with security incident response.

DESCRIPTION OF DUTIES

Under the direct supervision of the ITS head, the incumbent is responsible for providing a range of services related to service desk and windows environment and desktop administration.

Summary of the assigned duties:

Service Desk Tasks 1. In collaboration with the ITS team, establish best practices for the IT support processes. 2. Manage the delegation of the first and second levels of support to the designated support service. Ensure that requests and incidents match with the services catalogue, and that Service Level Agreements (SLAs) are respected. 3. Ensure continuity of levels 1 and provide second level IT support to the personnel and visitors of the Agency. Act as an escalation point for incidents and service requests related to IT services. Escalate to service managers for level 3 supports. 4. Act as a liaison between IARC users and IT support teams to facilitate efficient support and maintenance. 5. Act as focal point for the ITS documentation. Validate, and enrich the knowledge base and the documentation with the contribution of the service manager and IARC users, targeting self-service (zero level support). 📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐 ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖! 6. Ensure traceability, accuracy, completeness and classification of incidents and services requests in the IT management system, this includes: a. Analyse historical records to identify trends, weaknesses, and improvement areas. Diagnose route cause problems underlying recurring incidents. b. Apply corrective measures, in consultation with service managers and supervisors. Report regularly on trends to the ITS team. Windows OS 7. Collaborate with ITS colleagues to promote harmonized digital workplace experience for IARC users to smoothen adoption and reduce diversity of cases and minimize support complexity. 8. Share knowledge and tips during intervention and updating related supporting documents to maintain IT literacy level across the Agency. 9. Help articulate Agency-wide learning and education activities such as user training in collaboration with other IT teams members. 10. Perform any other related duties as assigned by the supervisor. Windows Environment and Desktop Computing Administration Tasks 1. Responsible for all the tasks related to the daily operation, maintenance and disaster recovery of: a. the IARC Windows Domain controllers and associate functions (Active Directory, DNS, DHCP, GPOs) b. the Microsoft Windows based servers c. the Microsoft workstations. 2. Responsible for installation and administration of the Apple computers (Macs). 3. In collaboration with Head of IT, responsible for the administration and response to the security incident related to the Endpoint Detection and Response (EDR) security system of the Agency. (no operating systems restricted). 4. Responsible for the procurement and deployment of IT user equipment following the guidance of the IARC Procurement and IT policies. Responsible for the preparation of IT equipment needed during specific events at the Agency. IT focal point contact for Laboratory IT equipment new project request. 5. Along with the other ITS team members, participate in the new and ongoing ITS projects for the Agency, as assigned by supervisors. 6. Serve as a backup for the Service Desk Analyst providing first and second level IT support to all personnel and visitors of the Agency. 7. Perform any other related tasks assigned by the supervisor. Office Furniture

WHO COMPETENCIES

• Technical Expertise
• Producing results.
• Moving forward in a changing environment.