Proactive IT Support Specialist - First-Line & AI-Ready

UNESCO; Paris; Hybrid; EUR 26,000 - 38,000; Part time

Job summary

UNESCO's Bureau for Digital Business Solutions in Paris seeks a junior Application Support Consultant to deliver first-line assistance for Core Planner and Core Manager, handling access, navigation, and how-to queries. You will manage ticket lifecycle in the Service Desk, keeping users informed during C/5 planning cycles and data-entry periods.

As the contract progresses, you will analyse recurring issues, prepare knowledge material for FAQs, and help validate AI-enabled self-service content,

Qualifications

• Experience in application support for enterprise software.
• Familiar with IT service management and ticketing processes.
• Fluent in English; French is a plus.

Responsibilities

• Provide first-line support to users of Core Planner and Core Manager via the Service Desk.
• Triage and escalate issues requiring higher-level intervention with clear information.
• Support during key cycles and data-entry periods as applicable during the contract.
• Contribute to proactive analysis and AI-enabled self-service documentation.

Skills

Application support

Service desk

AI readiness

User guidance

Education

University degree in information systems

Tools

Ticketing systems

Job description

UNESCO's Bureau for Digital Business Solutions in Paris seeks a junior Application Support Consultant to deliver first-line assistance for Core Planner and Core Manager, handling access, navigation, and how-to queries. You will manage ticket lifecycle in the Service Desk, keeping users informed during C/5 planning cycles and data-entry periods.

As the contract progresses, you will analyse recurring issues, prepare knowledge material for FAQs, and help validate AI-enabled self-service content,