Service Desk Analyst

World Health Organization




As part of a Web Service Desk, to provide first level specialist support and guidance on all aspects of content production for the web and other digital platforms to a wide range of clients in WHO/EURO Country Offices, other out posted offices and technical divisions. To respond to queries, resolve incidents and problems and deliver service in line with business needs, WHO corporate web guidelines and evolving industry practices in web production. To participate in the quality control and development of WHO/EURO websites. Key duties: Web Service Desk support: Provide analytic input into the development and review of Service Level Agreements (SLAs). Log in, handle and dispatch requests entered into the WebService Desk Management System to staff. To monitor request ownership and ensure resolution within the scope of the SLAs. Obtain the necessary information and register this in support requests in an efficiently and accurately, Assign support requests that cannot be resolved to the RO web focal point in the Regional Office as second level and escalate to third level to the Digital Team Lead Inform customers after their requests have been resolved and ask them to verify the solution. Monitor the progress of high-impact incidents (i.e.,Site finity outages that affect multiple users) and keep the concerned users informed. Escalate a high-impact incident to the Sitefinity support team. Support user surveys and other research activities to inform further development of tools, standards, and practices. Provide input into the assessment of the Help Desk function and related reporting on web production work and emerging key issues/trends, to inform and facilitate further capacity development in house. Develop specific guidance for assigned clients/client groups in coordination with Web producer in Copenhagen and provide ad hoc support to users at all levels across WHO/EURO. Direct client support: Support with expert knowledge and know how the production of divisions/country offices web sites, providing authoritative recommendations on proposed content as well as hands on assistance with posting a diverse array of information destined for the web and other digital based platforms. To propose and implement improvements. This includes the delivery of specific projects for web site revamp and update. Coordinate and conduct regular quality control checks of web sites in assigned client groups in country offices/divisions, escalating key issues and problems, as well as suggestions for improvement as applicable. Maintain regular dialogue with country offices/divisions staff to understand their needs and key issues, assisting in producing information to specified requirements. Advice on existing rules and regulations and relevant approval procedures, ensuring that the desired production is conducted on schedule and within established deadlines. Oversee all aspects of the production of websites, monitoring the requisite steps and developing schedules tailored to meet the needs of the assigned divisions/country offices. Input to development of new functionality and applications: Track the functioning of the content management system(CMS). Recommend and implement improvements based on needs of the divisions, country offices and other out posted offices. Contribute, as necessary, to efforts to document Web team applications, the technologies used, and the systems developed for it. Contribute to implementation of new functionality by gathering requirements, providing inputs into project sprints, performing testing, quality assurance and overseeing bug fixes. Administer and optimize web tools managed by the Web team, such as Google or other search tools, Google Analytics, and other web production tools. Test and implement new technologies as they become available. Participate in the evaluation of new technologies use and users buy in. Administer and optimize web tools managed by the Web team, such as Google or other search tools, Google Analytics, and other web production tools. Test and implement new technologies as they become available.

Required Qualifications:



  • Secondary education or equivalent. Technical or commercial school.



  • At least eight years of experience in web publishing (i.e., preparing, reviewing and/or posting content for websites). Out of these, several years of experience in using web content management systems (CMS). Considerable experience in information architecture, web user experience, digital storytelling, and accessibility. Documented Experience in customer service role.


  • Demonstrated technical knowledge of the content management system ,information architecture, user experience, accessibility (WCAG 2) and writing for the web best practice. Documented Problem-Solving and Troubleshooting Skills Demonstrated strong Interpersonal skills and customer-focused mindset Demonstrated ability to work in a fast-paced environment retaining high attention to detail. Documented skills in documentation and organization of records. Emotional intelligence: ability to identify and manage one’s own emotions, as well as helping others to do the same.

Language Skills:


  • Expert knowledge of English.





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