OFFICE(13)/23 
13-2923 
 
 
The recruitment policy of the WTO is to seek to attract and retain staff members 
offering the highest standards of competence, efficiency and integrity. 
As an Equal Opportunities Employer, the WTO gives full regard to merit and diversity. 
______________________________________________________________________ 
 
Vacancy Notice No.:   EXT/F/13-13 Issued on:   7 June 2013 
 
Title:   Deskside Support Team Leader Application Deadline (CET):   4 July 2013 
 
Grade:   6 
 Division:   Information Technology Solutions  
 
Contract Type:   Fixed-term 
 Starting Salary:   CHF 78,730 net per annum 
(approximate)  Duration:   Two years with the possibility of 
extension 
 
Other Conditions: In accordance with WTO Staff Regulations and Staff Rules and WTO Pension Plan 
Regulations. 
The World Trade Organization offers an attractive compensation package 
including an annual net salary (subject to mandatory deductions for pension contributions and health insurance), dependency benefits, pension plan, health 
insurance scheme, separation grant, and 30 days annual leave.  Benefits for 
internationally recruited staff may include travel and removal expenses on appointment and separation, installation grant, education grant, rental subsidy, 
and home leave. 
Additional information on the compen sation package is provided on the 
WTO website:  http://www.wto.org/english/thewto _e/vacan_e/comp_p ackage_e.pdf.  
 
 The Secretariat of the WTO is seeking to f ill the position of De skside Support Team 
leader in the IT Services Branch of the Information Technology Solutions Division 
(ITSD).  Serving staff member s interested in the position are also invited to apply. 
 
 
General Functions  
 Under the supervision of the Chief, Service Centre, the incumbent will have the following 
accountabilities:  
 1. Provide hands-on support and supervise a team  of Deskside Support professionals including 
hiring, team building, goal setting, performance management, and mentoring. Motivate and lead a 
staff of 5-6 employees and consultants in the successful performance of their tasks and responsibilities, measuring the same against es tablished metrics. Across the team, enforce and 
monitor compliance with WTO standards and policies.  
 2. Apply Information Technology Infrastructure Library (ITIL) best practices and ensure the delivery of outstanding service request fulfilment, incident management, problem management 
and It inventory management. This covers the suppo rt of PC software and hardware, peripherals, 
telephones, mobile devices, enterprise applications, printers and photocopiers, videoconferencing, presentations and events, as well as the receipt,  inventory and installation of said equipment. 
 
3. Manage customer expectations in accordan ce with Service Level Agreements (SLAs) and 
ITSD standards and policies; ensure response time commitments and resolution time goals are 
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4. Establish guidelines, set procedures and outline standards for the organisations deskside 
support activities and services.   
5. Perform hands-on technical support duties when required and occasionally travel to other 
locations for PC support activities or meetings.   
6. Manage the IT aspects of new user inductions and conduct basic user training on IT services. 
 7. In alignment with the IT strategy, identify  and implement improvements to user support 
according to annual objectives. 
  REQUIRED QUALIFICATIONS 
 
Education:  
Completed secondary education. A university degr ee in computer science and/or equivalent 
certification in a relevant field recognized by a professional body would be an advantage.   
Microsoft Certified Professional (MCP) or equivalent certification on Windows operating systems. 
ITIL Foundations V2 or V3 certified is required.  Knowledge and Skills: 
 
Excellent communication, listening and customer service skills combined with strong analytical skills, ability to research and test solutions, pl anning and coordination skills. Proven leadership 
skills are a must. 
 Excellent knowledge of PC based systems and soft ware including a strong understanding of the 
latest Windows operating systems, active directory and Microsoft Office products.  
 Familiarity with Apple Mac OS X, Networking and patching, administering and maintaining services in a LAN/WAN environment. 
 
Knowledge of application streaming and virtualization technologies such as Xenapp would be an advantage, as would some familiarity with telephony systems. 
 
Ability to undertake a high volume of work within short deadlines and under pressure.   
Work Experience: 
 At least 8 years of progressively responsible relevant deskside support experience including at least 2 years of supervisory experience. 
 
Experience in: administering/provisioning computer hardware, mobile phones and services including blackberries; repair and diagnosis of PC hardware, laptops and peripherals. 
 
Experience performing software configuration in a multi-platform environment and in the use of common shell commands and scripting. 
 
Work experience in a small to medium-sized company or organization.  Languages: 
 
Proficiency in spoken and written English or French and fluency in the other. Knowledge of Spanish is highly desirable. 
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Additional Information: 
 The position may be offered at a lower grade if the selected candidate does not fully meet all the 
required qualifications. 
 Only applications from nationals of WTO Members will be accepted. 
_____________________________________________________________________ 
APPLICANTS MAY BE REQUIRED TO SIT A WRITTEN EXAMINATION 
____________________________________________________________________ 
APPLICANTS WILL BE CONTACTED DIRECTLY IF SELECTED FOR AN INTERVIEW 
_____________________________________________________________________ 
Online applications are strongly encouraged to enable the WTO to store 
your profile in a permanent database. 
 
Please visit the WTO' s E-Recruitment website at:  www.wto.org. 
The system provides instructions for online application procedures. 
 
All applicants are encouraged to apply online as soon as possible after the vacancy has 
been posted and well before the closing date – Central European Time (CET) –  
stated in the vacancy announcement. 
 
Offline applications should be sent to: 
 
Director, Human Resources Division 
WTO Centre William Rappard 
154, rue de Lausanne 
CH-1211 Geneva 21 Switzerland 
 
PLEASE NOTE THAT APPLICATIONS RECEIVED AFTER THE 
CLOSING DATE WILL NOT BE ACCEPTED 
 
The WTO is a non-smoking environment.