Under general supervision of the Country Office Programme Management and Administrative Officer, and under the technical supervision of Regional Office IT Manager and with ability to work under pressure in a multicultural environment, provide IT technical support and resolution to software, hardware and network problems to all WHO users; clearly communicate technical solutions and escalate complex problems to Regional Service Desk. We request the contractual company and dispatched IT support staff to provide service following below principles  To follow IT policies and procedures of the World Health Organization (WHO);  To protect data and information of the WHO  8 hrs to work, accommodate at WHO Office based option KEY DUTIES AND RESPONSIBILITIES: Hardware and software Installation/Maintenance - Installation and configuration of computers (new or existing) with WHO operating system, productivity applications - Installation of common peripheral devices such printers, scanners, photocopiers, and network components. -Perform routine preventive and reactive maintenance and checks. - Perform routine preventive and reactive maintenance and checks on common peripheral devices such printers, scanners, photocopiers, and network components User requests and incidents - Setup meetings for VC and TC as per requirements - Manage and provide technical support to virtual or on-site meeting room AV system - Identify and resolve end-user IT problems on-site or remotely, escalate to CO administration and RSD if necessary for technical resolution. - Support users in making and following up with common WHO IT Services - Assist end-users with personal backups and assist in performing the general office-wide backups - Record all incidents in the WHO IT ticketing system (Service Now platform) - Assist in training of end-users on usage of common software and hardware productivity tools More detailed information can be found in the attached RFP and TOR.