Project ICT Support Specialist – Senior Service Desk Officer

About the role

UNRWA is implementing the Education Digital Transformation Project funded by KfW, which expands device access and connectivity for students and teachers across Jordan. The project requires a Senior Service Desk Officer to provide continuous ICT support for one year, ensuring the smooth operation of school networks, Wi‑Fi services and end‑user devices.

Key responsibilities

• Plan, manage and monitor the IT service desk function in line with UNRWA policies, ensuring incidents and service requests are handled according to established procedures.
• Coordinate deployment, installation and maintenance of end‑user hardware, software and applications, including laptops, tablets and network equipment.
• Maintain accurate inventory of ICT assets in the Configuration Management Database (CMDB) and produce reports on obsolete or surplus equipment.
• Oversee service contracts, procurement requests and liaison with the Procurement and Logistics Office for hardware and software purchases.
• Support the implementation of school and health‑centre digital infrastructure, including passive cabling, Wi‑Fi access points and network configuration, and document each project phase.
• Provide training to teachers, health staff and business counterparts on new ICT services and ensure compliance with UNRWA IMT policies and industry standards.

Required profile

• Recognised first degree in Information Technology, Computer Engineering, Electrical Engineering or a related discipline.
• Minimum four years of progressively responsible experience in delivering IMT support services, including at least two years in a supervisory role.
• Strong command of spoken and written English and Arabic.
• Current residence in the duty station (Jordan) and willingness to travel locally as required.

Required skills

• IT service desk management and incident/request handling.
• Hardware and software deployment and maintenance.
• Network and Wi‑Fi configuration.
• CMDB (Configuration Management Database) maintenance.
• Vendor coordination and procurement processes.