About Us

The Organisation for the Prohibition of Chemical Weapons is the implementing body for the Chemical Weapons Convention, which entered into force on 29 April 1997. The OPCW, with its 193 Member States, oversees the global endeavor to permanently and verifiably eliminate chemical weapons.

The ultimate aim of the OPCW is to achieve our vision of a world free of chemical weapons in which chemistry is used for peace, progress, and prosperity, and to contribute to international security and stability, general and complete disarmament, and global economic development. Under the OPCW’s oversight 96% of the chemical weapons stockpiles declared by possessor States have been verifably destroyed.

The OPCW was awarded the Nobel Peace Prize in 2013 for its extensive efforts to eliminate chemical weapons.

Our mission for a world free of chemical weapons makes people’s lives better. Apply to be a part of our team to make the world a better place for all.

General Information

• Contract Type
  Fixed-term General Service
• Grade
  GS6
• Estimated monthly remuneration: Euro
  4,242
• Closing Date
  27/05/2023

Responsibilities

Job Summary

The OPCW Information Services Branch is looking for a colleague to join its team as an End user Services Lead (GS-6). The main objectives of this position include managing the ICT Service Desk function of the Information Services Branch by overseeing and facilitating the restoration of normal operational service with minimal business impact on the business users within agreed service levels and business priorities; increasing accessibility, communication and information by providing a single point of contact for ICT Services; managing and fulfilling ICT requests including requests linked to account management lifecycle, workplace services and event support; improving usage of ICT resources as well as increasing productivity of business personnel and supporting consistent usage of technology across the organization, among others.

Main Responsibilities

Under the supervision of the Head, IS Operations, Infrastructure and Support, the incumbent performs the following duties;

1. Provision of IT management support:

• Supervises the daily operation of the ICT Service Desk, ensuring that efficient ICT support service is delivered throughout the organisation complying to procedures, rules and service level agreements (SLAs) and acts as focal point for all IT-related service and support requests, assessing incidents and level of priority, assigning them and service requests to individuals of the branch, coordinating with other branch sections, verifying that proper solutions have been implemented;
• Provides technical guidance and direction regarding courses of action, priorities in daily work to the support unit staff, assigning tasks/calls to end-user support staff;
• Monitors resources and calls, plans for systems upgrades and migration;
• Oversees the Service Management tools including the Knowledge Base and ensures that service requests, incidents and problems are recorded and actioned to the agreed standards;
• Plans and organizes the installation and deployment of ICT equipment, in particular workplace equipment (computers, smartphones) ensuring that equipment and software conform to internal standards and are ready for use;
• Plans and organizes the installation and deployment of IT equipment and relevant support for events such as Conferences of States Party, Associate Programs, and Industry Cluster;
• Coordinate with other business units with work that requires multi-disciplinary action, such as user physical moves, security incidents, etc.

2. ICT Technical Documentation:

• Drafts work instructions, operating procedures and SLAs, as required by the organization.

3. Team Supervision:

• Plans, organizes and supervises activities undertaken by the Service Desk Team;
• Supervises, guides, develops and trains staff under his/her supervision, and performs performance appraisal;
• Participates in the recruitment of new staff of the unit, as required.

4. Performs other duties, as required.

Qualifications and Experience

Education

Essential:

High school diploma or equivalent of higher secondary education;
ITIL Foundation or equivalent service management certification.

Desirable:

• IT related certification on Microsoft 365 and Azure Technologies: Microsoft 365 Certified; Modern Desktop Administrator Associate, Microsoft 365 Certified; Teams Administrator Associate, Microsoft 365 Certified; Enterprise Administrator Expert, Microsoft Certified; Azure Administrator Associate, Microsoft Certified; Identity and Access Administrator.

• Project management certification in Prince2 or PMI.

Knowledge and Experience

Essential:

A minimum of 6 years’ experience in information technology and business functional support, of which a minimum of 3 years include user support in a medium-to-large Microsoft 365 based environment; at least 2 of the required years of experience should be in a supervisory role.

Desirable:

Experience with performance metrics (KPI), IT Helpdesk knowledge base and/or self-help applications is an advantage. Experience deploying and managing IT Service Management tools.

Skills and Competencies

To succeed in this role, you will need the following skills and competencies:

• Proven knowledge of IT Service Management and ICT Servicedesk Desk best practices;
• Strong skills in Microsoft products and components including Windows, Office, Active Directory. networking, desktop and printing solutions;
• Demonstrated ability to lead others, manage and develop staff, work collaboratively with staff of different levels;
• Demonstrated project management skills;
• Effective verbal and writing communication skills;
• Strong interpersonal client-oriented relations skills, identifies client’s needs and matches them to appropriate solutions;
• Experience managing 3rd party contractors;
• Ability to delegate tasks and meet deadlines; and
• Ability to deal with conflict and negotiate resolution in an objective, business-oriented manner.

Languages

Fluency in English is essential and a good working knowledge of one of the other official languages (Arabic, Chinese, French, Russian, and Spanish) is desirable.

Additional Information

Staff members in the General Services category are normally recruited and paid on a local basis.

This appointment is for the duration of two years, with a six-month probationary period, and is subject to the OPCW Staff Regulations and Interim Staff Rules.

The mandatory age of separation at the OPCW is 65 years.

Fixed-term staff members participate in the OPCW provident fund. A monthly staff contribution is met with a doubled amount by the OPCW to ensure separating staff have the capital necessary to move on to new challenges.

The Director-General retains the discretion to not make any appointment to this vacancy, to make an appointment at a lower grade, or to make an appointment with a modified job description. Several vacancies may be filled.

Only fully completed applications submitted before the closing date and through OPCW CandidateSpace will be considered. Only applicants under serious consideration for a post will be contacted.

Applications from qualified female candidates are strongly encouraged.

General Terms and Conditions

Important notice for applicants who are currently insured under the Dutch Social Security system

Although headquartered in the Netherlands, the OPCW is not a regular Dutch employer but a public international organisation with its own special status. Please be advised that if you are currently insured under the Dutch Social Security system, you will be excluded from this system as a staff member of the OPCW. You will consequently be insured under the organisation’s system. The above also applies to your dependents unless they are employed by a regular Dutch employer, they are self-employed in the Netherlands, or are receiving Dutch social security payments.

Please refer to the website of the Ministry of Social Affairs and Employment for more information about the possible consequences for you and your dependents, such as exclusion from ‘AWBZ’ and ‘Zorgverzekeringswet’ coverage: ‘Werken bij een internationale organisatie’.