Job Opening

Posting Title: Service Desk Assistant, ICT, G5
Department/Office: International Civil Aviation Organization
Duty Station: MONTREAL
Posting Period: 08 December 2022 - 22 December 2022
Job Opening Number: 22-Information Management Systems-ICAO-197261-R-Montreal (R)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
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Org. Setting and Reporting

The Information Management Services (IMS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Chief Information Officer (CIO)/ Deputy Director, Information Management Services (IMS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The Information and Communication Technology Section (ICT), under the management of the Chief, ICT Section (C/ICT), reports directly to the DD/IMS and is a service provider, which plans, acquires or develops and manages the organization’s enterprise applications and systems. Key activities of the Section include the establishment of core infrastructure and network services; software development and support for enterprise applications; Enterprise Architecture and Project Management; Enterprise Resource Planning (ERP) system support, Web management as well as Regional Offices support.

The IT Core Services and Infrastructure Management unit (CSIM) is one of the three units in ICT. Under the leadership of the Unit Head, it is responsible for:
• The core system services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) operations, implementation as well as the management of the Network Infrastructure.
• Office automation and Service Operations, oversight of the Help desk, as well as the management of application services like Email, Office Applications, first level user support, service management and, IT asset acquisition and management including their maintenance and inventory.
• Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.

Under the supervision of the Information System Officer (Service Operation Manager) – P3, the incumbent is primarily responsible for acting as first point of contact for all user issues submitted through a Service Desk request, and providing first level IT support.


Function 1 (incl. Expected results)

Acts as a first point of contact and provide first level support for users, serving as the interface between users and Information Technology (IT) staff, achieving results such as:

• Respond to all incoming requests/queries either by phone, email or through the computerized Service Desk system.
• Use of service desk support systems (i.e. Service Desk Plus) to manage incoming service requests.
• Perform and assign evaluation of the call priority.
• Correct escalation of Service Desk call in violation of Service Level Agreements (SLA).
• Register, evaluate, and assign the issue to the correct group or technician.
• Decide on allocation of appropriate resources to service user call.
• Escalate Service Desk calls in violation of the established Service Level Agreement.
• Provide first level support to ICAO IT users/Delegations and Regional Office staff remotely, in response to Service Desk requests.
• Monitor status of all calls.

Function 2 (incl. Expected results)

Analyzes and diagnoses and takes corrective action on technical difficulties or problem symptoms, and ensures that user expectations are met, achieving results such as:

• Resolve issues related to first level IT services quickly on initial contact.
• Provide basic support for deployed computer application including version management and local data recovery.
• Brief/coach users at all levels on the usage of computer equipment and software, Evaluate, decide and advise users on appropriate remedial actions available for technical issues.
• Inform users of on-going event affecting the delivery of IT Services.
• Follow up on assigned work orders with IT staff a ensure a timely resolution of the problem(s).
• Follow up with users to ensure issues were resolved with satisfaction.
• Communicate with different ETS team such as Agresso/SharePoint/Web Management Unit.
• Record problem resolution.
• Monitor adherence to the Service Level Agreement(s).
• Manage and assist in password reset/expiration and contract extension using Adaxes system in Active Directory.
• Coordinate with Legal Affairs and External Relations Bureau (LEB) in assisting Delegations’ email accounts creation.
• Process software/hardware request forms as they are received.
• Provide email access rights and maintain email distribution lists as needed.
• Communicate with various level 2/3 IT support teams for all related requests.
• Prepare Technical Documentation.

Function 3 (incl. Expected results)

Reports, informs, and monitors statistics, service levels, and service disruptions, achieving results such as:

• Report on available Key Performance Indicators (KPI) for Service Desk performance, statistical data on call resolution and SLA status.
• Actively review reports and highlight to senior IT management on any irregularities.
• Participate in the periodic review of Service Level Agreements (SLA).
• Report Service Desk status/issues or failure to meet the SLA to the immediate supervisor and escalate to Senior IT management when required.
• Inform users of on-going event affecting the delivery of IT Services.
• Advise users on rules, regulations, policies and procedures related to enterprise IT applications and services.
• Provide training to all users on enterprise IT functions.

Function 4 (incl. Expected results)

Manages equipment loan to users from ICT equipment pool, achieving results such as:

• Provide equipment on loan to the users including restaging with ICAO standard images for meeting and mission purposes as well as resetting equipment to manufactory settings default of all returned laptops, tablets, and other devices.
• Provide iPad support including updating equipment to the most recent versions.
• Maintain registry and inventory of loaner IT equipment and locations.
• Follow-up on outstanding equipment loans, manage and coordinate incoming & outgoing.
• Advise senior IT management on loaner equipment issues (availability, loss of equipment, etc).
• Maintain the Clearance Certificate process for ETS, ensuring all users leaving ICAO have returned all equipment, and coordinate directly with the team to make sure the procedure is done properly.

Function 5 (incl. Expected results)

Participates in the testing, debugging and implementation of new application systems releases, achieving results such as:

• Test new computer development and implementation and report specific problems to senior IT management to ensure proper deployment of new products.
• Fully customize updates to Service Management system modules.
• Successful deployment of latest versions of workstation images.

Function 6

Performs other related duties, as assigned.


Professionalism: Advanced knowledge of MS-Office Suite, particularly in Word, Excel and PowerPoint. Ability to write technical documentation. Knowledge of service desk support systems (IE: Service Desk Plus). Ability to keep up to date with new or revised techniques, procedures and equipment relevant to the work. Excellent organizational skills, initiative, good judgement, thoroughness and accuracy. Ability to work with minimal supervision and to be discreet in handling confidential data. Ability to maintain harmonious working relationships and to work under pressure. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.

Client Orientation: Considers all those to whom services are provided to be “clients ” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style, and format to match the audience; demonstrates openness in sharing information and keeping people informed.

Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.



• Successful completion of secondary level education.


• CEGEP diploma in Information Technology, Network Communication, IT security, or related fields or equivalent.
• ITIL foundation certification.

Work Experience

• A minimum of 5 years of experience in IT services desk support, is required.

• General user IT skills with focus on Windows operating systems, MS Office, user and account management, anti-virus systems, password management, is required.



• Fluent reading, writing and speaking abilities in English.
• A working knowledge of French.


• A working knowledge of any other language of the Organization (Arabic, Chinese, Russian, Spanish).

Special Notice

Please note that this is a locally-recruited position and restricted to Canadian Citizens, Permanent Residents of Canada and applicants with a work permit.

It should be noted that this post is to be filled on a fixed-term basis for an initial period of three years (first year is probationary for an external candidate).

ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization within the duty station.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. The Standards of Conduct for the International Civil Service adopted by ICAO, which are applicable to all staff members, are defined in the ICAO Service Code (Staff Regulations).

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.


Level Net Base Salary per annum
G-5 CAD $43,269

United Nations Considerations

In accordance with ICAO Staff Regulations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard shall be paid to the importance of recruiting staff on as wide a geographical basis as possible and ensuring equal gender representation. Subject to the foregoing, selection of staff members shall be made without distinction as to race, sex or religion, nor shall there be any discrimination on account of any disability of a candidate who meets the qualifications required to perform the tasks. Unless otherwise permitted under the ICAO Staff Regulations, appointment and promotion of staff members shall be made on a competitive basis.

Candidates will not be considered for employment with ICAO if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts.

Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the Inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in Inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

ICAO does NOT charge any fees or request money from candidates at any stage of the recruitment process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.

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