What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The ICRC ICT division is responsible for designing, implementing, and supporting ICT solutions for more than 15'000 of its employees worldwide. The Belgrade Shared Services Center (BSSC) is created to provide a 24x7 ICT support service to the ICRC worldwide operations.

Main activities & functional responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, portal, or e-mail
• Ensures the full processing of incidents and requests from ICRC users
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Collect all necessary information and log them before forwarding the ticket to other levels of support
• Provides services and ensures predefined SLAs are respected
• Ensures the permanent end-to-end IT service to the ICRC users – 24/7 support
• Ensures the 24/7 smooth operations of the ICRC IT infrastructure
• Deal with user complaints in a professional manner
• Create, update user-based FAQ’s and internal Knowledge Base
• Improve processes and procedures within the team allowing strong service focused deliverables.

Relationships

• Internally, interacts with all ICRC employees at all levels.
• Externally, may interact with suppliers.

Education and Experience required

• Computer science technical degree or 3 years equivalent experience
• Minimum 2 years of professional experience in the IT service desk field
• Available to work in shifts 24/7 including weekends and public holidays
• Tech oriented with working knowledge in IT domain and remote support experience
• Good understanding of computer hardware, operating systems, mobile devices, and other tech products
• Previous experience with support activities in Microsoft based environment (Windows Domain, Active Directory, DFS)
• Previous experience with support activities for Microsoft based applications (Outlook, SharePoint, SCCM etc.)
• Previous experience with Workstation/End-user support (troubleshoot hardware, software, and network) using remote tools
• Experience with at least one enterprise grade Service Management tool (ServiceNow is an asset)
• Good understanding of mobile devices and device management (MDM)
• Previous experience with MacOS is an asset
• Previous experience with User provisioning processes and/or tools is an asset
• Certification
  • ITIL foundation desirable (or equivalent experience)
• Proven experience in using corporate service management tool (ticketing) tool
• Excellent knowledge of the English language (written and spoken). Knowledge of French (written and spoken) is an asset
• Affinity for teamwork and strong collaborative attitude
• End-service-orientedented, well-organized, open-minded and adaptable
• Motivated by the humanitarian work
• Able to work under pressure and manage crises with discernment

Desired profile and skills

• Strongly motivated by humanitarian work
• Able to work under pressure in a potentially dangerous environment

What we offer

• Work and progressive professional development in an exciting international humanitarian environment.
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.
• Stimulating benefits package.

Additional information

• Type of role: Service Desk Technician 1 (800376)
• Working rate: 100%
• Location: BSSC (Tresnjinog cveta 1, Belgrade)
• Job level: B2
• Length of assignment: Open-ended
• Type of position: Resident - 2 positions (The vacancy is open only for persons with Serbian citizenship or a personal work permit in the Republic of Serbia)
• Application deadline: 01/05/2025

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates. If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

Our values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.