IT Support Specialist

Job Description - IT Support Specialist (2501009) CALL FOR EXPRESSIONS OF INTEREST - VACANCY ANNOUNCEMENT: 2501009 IT Support Specialist Job Posting Date Posted: 10/Apr/2025 Closure Date 24/Apr/2025, 9:59:00 PM Organizational Unit: CSI - Digital FAO and Agro-Informatics Division Job Type Non-staff opportunities Type of Requisition: PSA (Personal Services Agreement) Primary Location Italy-Rome Duration: 11 months Post Number: N/A IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device. FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture. Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply. Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values. FAO has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will undergo rigorous reference and background checks. All applications will be treated with the strictest confidentiality. FAO’s commitment to environmental sustainability is integral to our strategic objectives and operations. Organizational Setting The Global operation Team is responsible for providing support to FAO global users including provision of 24/7 Global Service Desk with omni-channel through ServiceNow tickets, Telephony, Chat, and email, operating in over 173 countries and territories. The team also supports events and meetings as well as managing IT asset deployment and disposal cycles. Reporting Lines Under the direct supervision of the Information Technology Officer (Global Operations and Digital Office group), the IT Support Specialist will perform specific tasks. Technical Focus The IT Support Specialist will be expected to support the Global Operations Team in carrying out its mandate and is therefore expected to have general knowledge and experience in the areas of customer and technical support, with customer care and satisfaction and general IT support. Tasks and Responsibilities Act as first point of contact for rapid response (key events, senior management, others as needed) requiring assistance in resolving IT-related problems across multiple platforms including but not limited to Microsoft Windows, Mac OS, Android, iOS, and videoconferencing tools. This consists in logging requests, resolving IT issues, providing trouble-shooting support for non-standard problems, disseminating IT-related material to users and providing one-on-one training in the use of such IT-related elements. Daily review of user requests for rapid response and meetings requests received through all channels (email/walk-in/chat/ticketing) ensuring these are properly logged in the ServiceNow ticketing system. Provide immediate resolution of incidents and service requests and increase first contact resolution (FCR) metrics. Receive user demand for IT services and/or support through a multi-channel single point of contact (ServiceNow, email, phone, Chat, etc.) and open ServiceNow tickets as per established procedures. Provide hands-on assistance and set up of meetings and conferences with audiovisual elements. Maintain an up-to-date inventory of all audiovisual equipment used for meetings support and ensure up to date information regarding meeting rooms across FAO. Support as needed meetings and IT hardware/software in FAO meeting rooms, in coordination with other responsible teams/units. Actively participate to the design and definition of new operational procedures for meeting room setup and equipment provisioning and ensure feedback is considered for ongoing improvements and finetuning of procedures and SLAs. Coordinate requests for the setting-up of IT services such as SharePoint, Teams workspaces, cloud services, MFA etc., with CSI for appropriate action. Coordinate the delivery, deployment and configuration of standard and non-standard hardware and software for users, liaising with CSI and CSF units for the maintenance of the inventory of hardware, peripherals and software licenses in line with FAO policies and procedures. Assist in identifying hardware and software needs and coordinate requests for the purchase of hardware and software, assisting where necessary in the identification of non-standard items to be recommended for adoption in line with corporate policies and procedures. Actively participate in meetings with supervisor in order to check on IT and meetings support. Perform other related duties as required. Candidates Will Be Assessed Against the Following Secondary school education and specialization in IT service management or other related IT fields. 1 year of related experience supporting service desk operations. Working knowledge of English, French or Spanish. FAO Core Competencies Technical/Functional Skills Familiarity with and understanding of the work of international organizations, regional entities and national governments. Working knowledge of service desk platforms, particularly ServiceNow. General knowledge and skills in the use of standard office software, such as MS Office (Word, Excel, MS Teams). General knowledge of IT equipment deployment and disposal cycles. Section Criteria Knowledge of one of the other FAO official languages is an asset. Please note that all candidates should adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency. Additional Information FAO does not charge any fee at any stage of the recruitment process (application, interview, processing). Please note that FAO will only consider academic credentials or degrees obtained from an educational institution recognized in the IAU/UNESCO list. Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/. Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. How to Apply To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills. Candidates are requested to attach a letter of motivation to the online profile. Once your profile is completed, please apply and submit your application. Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications. Incomplete applications will not be considered. Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application; in such case FAO will no longer be able to consider your application. Only applications received through the FAO recruitment portal will be considered. Your application will be screened based on the information provided in your online profile. We encourage applicants to submit the application well before the deadline date. If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance: https://fao.service-now.com/csp J-18808-Ljbffr

Location: provincia-di-roma, IT

Posted Date: 4/19/2025