INTRODUCTION OF POST

The Call Centre Unit is organized in three main teams in two locations – Lyon and Singapore – in order to provide support and supervision for INTERPOL’s information systems 24 hours a day, 7 days a week.

• Site A: LYON General Secretariat, houses two teams.
• Site B: SINGAPORE IGCI, houses one team.

Under the authority of the Head of the Call Centre, the Senior Systems and Network Operations Technician:

• Provides first-level support for our member countries and staff that use the products, services and equipment provided by INTERPOL;
• Supervises the Organization’s infrastructure by means of our expert systems; takes the initial steps following the procedures in place, refers incidents to the appropriate teams and ensures their follow‑up;
• Helps to staff the Helpline service outside normal working hours and working days at the General Secretariat in Lyon;

If the duty station is the IGCI in Singapore, also reports to the Helpdesk administrator, in close liaison with the Head of the Call Centre.

Primary duties

DUTY 1: Telephone assistance to INTERPOL users

• Main duty: provide support to users, in an international environment, in our member countries, as well as to officials of the Organization around the world;
• Provide advice and technical assistance on services, software and equipment, in order to restore them to working order as promptly as possible, according to the defined service levels (SLA);
• Direct tickets to the appropriate departments or to higher level support when the response required falls outside the incumbent’s area of competence;
• Rigorously enter incident-report information in the "Help Desk/Equipment management" application (ITIL);
• Rationalize the response process, making preferential use of remote assistance tools;
• Personally develop and improve existing procedures to maximize use of Client equipment. Draft the various technical manuals;
• Play an active role in product support and participate in the deployment of new tools. This includes assistance with the installation of new equipment, migration to new platforms, and configuration and dispatch of hardware. Offer advice on the services provided and their use.

DUTY 2: Supervision of the INTERPOL infrastructure

• Supervise the Organization’s infrastructure using our expert systems, play a proactive role, take the initial steps according to the procedures in place, refer incidents to the appropriate team and ensure their follow-up;
• Supervise contacts with the National Central Bureaus (NCBs), Sub-Bureaus, Regional Bureaus (RBs), and international organizations concerning the use of their equipment, networks, services and products supplied by the Organization.

DUTY 3: Proximity management

• Depending on the site, install, test and launch the peripheral equipment needed for the proper use of the information system. Repair or replace equipment when necessary, systematically recovering the user's environment and data;
• Create the user’s work environment via the administration and control tools. Cooperate closely with systems architecture team for matters regarding the deployment of scripts, overall policy and corrections (patches);
• Install software updates after test and validation phases, according to the instructions given or as a systematic operation. In the same way, take responsibility for deploying new applications supplied by the Transition & Release Management team or by outside suppliers (software packages or specific developments, etc.);
• Ensure the compliance of requests before configuring and dispatching hardware;
• Provide technical assistance for all mobility matters such as remote access via Internet (virtual private network, cybertoken), mobile telephones (high-speed laptop data cards, etc.) or satellite connection;
• Manage the stock of mobile terminals using the infrastructure’s administration tools;
• Ensure operation of the various configurations and their integration in the Organization's information system, in strict compliance with the security rules.

DUTY 4: Others

• Help to staff the Helpline service (telephone reception and creation of tickets) outside office hours at the General Secretariat in Lyon;
• Undertake any other duties/tasks assigned by superiors relating to relevant areas of competence;
• Perform any duties according to instructions received from the supervisor;
• Through technical training, remain up to date with developments and monitor technology so as to be in a position to talk to users in a coherent manner and provide them with knowledgeable advice;
• Constantly bear in mind the security rules with regard to behavior, activities and when dealing with users.

Requirements

All candidates will be assessed on the under mentioned requirements

Please only include professional experience for which you can provide official proof of employment (i.e. pay-slip indicating your functional title, work certificates, etc.). You could be asked to provide copies of such documents prior to interviews/tests. Any discrepancies found between the information stated in any of your application documents and the evidence of employment provided, will be considered misrepresentation and may lead to your disqualification from this selection procedure. This is especially important for your current and previous functional titles (they need to be exactly the same as the one in your contractual agreement), exact dates of employment, description of responsibilities and achievements, reason(s) for leaving and part-time work.