Reports to (role)

• End-User Functional Support 2
• End-User Support Team Leader 1

Purpose

The End-User Functional Support 1 ensures that the information system/application data are accurate and processed in line with the internal rules when assisting the users, maintaining the referential and giving access rights. S/he is the first level of help when internal customers encounter problems with the information system/application.

Accountabilities & Functional responsibilities

• Identifies, diagnoses and resolves level 1 and 2 problems with the information system/application. Escalates problems to level 3 if necessary.
• Manages and maintains the data referential according to the internal rules and procedures.
• Ensures that all users have the correct access rights according to internal rules and confidentiality.
• Diagnoses, describes, reports malfunctions accurately and suggests improvements to the application responsible.
• Delivers regular reports.
• Controls and ensures data quality. Instructs users to make the necessary corrections.

People management responsibilities

No

Scope & Impact

• Remit : global support service.

Relationships

• Internally: interacts with all departments/units concerned by support area at HQ and in the field.
• Externally, interacts with external suppliers and service providers in relation to providing technical support.

Certifications / Education required

• Advanced University degree in Information Management System, Computer Science, Computer Engineering or equivalent studies.
• Knowledge of French is an asset.
• Computer proficiency.

Professional Experience required

• Typically 3-5 years’ experience with 2+ years in helpdesk, with exposure to various business management systems.
• Knowledge of BI tools, SQL language and MS VBA. Enterprise Resource Planning systems an advantage.

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.