Oficio No.:885/Gab.DGSC/MoF/IX/2025                

Díli, 27 October 2025

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I. JOB TITLE:  Helpdesk Support Officer

Attached 

Submit Application through e-Recruitment Portal Ministériu Finansas. The deadline for applications is Tuesday, November 18, 2025, at 17:00 Timor-Leste time.

                                                                     

The application should include: (a) application letter addressed to the National Director of Human Resources (b) CV/detailed resume not exceeding 7 pages (include details of level of education from basic education to recent level of education) (c) Response to selection criteria (d) Copy of the original recent diploma that legalized by MESCC (e) Copy of Citizen Documents (Citizen Card/Electoral Card/ Passport/ RDTL Birth Certificate).

 

All applicants must answer clearly the selection criteria that can be found at e-Recruitment Portal Ministériu Finansas. Delineating how they have met the requirements. We do not expect that you would just cut and paste from your resume but rather explain concisely and succinctly how you have met these competences, possibly providing brief examples etc.

 

 

 

General Director of Corporate Services 

Ministry of Finance, RDTL

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TERMS OF REFERENCE

Job Title:                     Helpdesk Support Officer

 

Purpose:                     The Helpdesk Support Officer is responsible for providing first-level IT support to all users within the Ministry of Finance (MoF). The Officer will promptly and efficiently address users issues and escalate them to the appropriate IT personnel when necessary, ensuring smooth and continuous ICT operations across all MoF directorates. 

 

Reporting to:              General Director of  IFMISU

 

Counterpart(s):           IFMISU IT Operational Team

Classification:             C3. Professional specialised (Recent Graduates)

Salary:                         $610/month included taxes

TOR Reference:          July 2025

Duration:                     2 years, with the possibility of extension based on performance, funding, and work plan requirements. 

Location:                     Level 3, Tower Ministry of Finance Ai-Tarak Laran, Dili, Timor-Leste

                                                                                                                                                            

I. Selection Criteria

1.Bachelor’s degree in Information technology, Computer Science, or Information systems in an area relevant to the role from an internationally recognized university

2.Demonstrated understanding of public service and government ICT frameworks 

3.Knowledge of the framework and context of government/public service

4.Relevant professional experience in performing ICT task or helpdesk support

5.Strong problem-solving and analytical skills; ability to define root causes and implement practical solutions

6.Excellent English language skills both speaking and writing, ability to speak and write in Portuguese, Tetum will be an advantage

7.Excellent communication and user-training skills.

8.Ability to work collaboratively in a team environment.

9.Problem-solving and analytical skills.

10.Ability to work effectively both independently and in a team environment

1.Customer service orientation and experience as a helpdesk focal point to all MoF network users

2.Familiarity with hardware/software troubleshooting, including standard applications such as MS Office and Windows OS 

3.Responsible for installing and configuring typical applications (MS Office and MS Windows, etc.) and maintaining a register of all software and hardware administered by the Information and Technology Department

4.Responsible for carrying out preventative maintenance for all MoF computers, including reinstallation and update of software and printer drivers, as well as cleaning computers and other hardware

5.Experience in installing and configuring software, maintaining software and hardware inventory

6.Capacity to conduct preventive maintenance and update drivers/software

7.Understanding of user technical support protocols and tools

 

Responsibilities and Duties | Performance Indicator
1.Perform the task undertaken by IFMISU and determine the data sources efficiently and comprehensively.
1.1.Tasks identified are completed promptly.
1.2.Analyses, reviews, and recommends solutions to optimize technologies and enhance ICT performance.
1.3.All reported complaints are addressed efficiently and documented

2.Install and maintain standard MoF software (MS Office, browser, etc.) as required by the working units
2.1.All required applications are deployed according to MoF ICT standards
2.2.In compliance with the relevant procedure

3.Manage SharePoint, Lync, Citrix, and VMware environments
3.1.SharePoint and Lync servers are well maintained to the minimum standard
3.2.Systems are properly maintained, user access is secured, and issues are logged

4.Manage and regularly check Citrix and VMware for user access
4.1.Ensure all MoF user accounts are secured when accessing the Citrix Virtual Desktop Infrastructure (VDI)
4.2.Assist user's complaint problem when unable to access the VDI 

5.Regularly visits and provides technical assistance to the MoF’s buildings in Dili and all municipalities
5.1.Ensure that all equipment, including computers, printers, and other hardware, is well maintained and in good working condition.
5.2.Prepare a report on the performance of equipment installed at Ministry of Finance sites and municipalities, including recommendations for necessary changes in case of device malfunctions. 

6.Help users to resolve any technical issues
6.1.Respond to and resolve all technical queries from users promptly and efficiently
6.2.Document solutions: Record the issues encountered and their solutions. This can serve as a knowledge base for future reference and help other team members facing similar problems.
6.3.Offer Alternative Solutions: If the initial solution does not work, be prepared to offer alternative solutions. Flexibility and adaptability are key when dealing with technical issues
6.4.Educate Users on Best Practices: Take the opportunity to educate users on best practices for using IT systems and software. This can help prevent future issues and empower users to maintain their systems proactively. 

7.Provide user training and guidance
7.1.Assisting users with basic IT tasks such as software installations, account setups, and password resets
7.2.Guiding users on how to use various IT systems and tools effectively.  

8.Collaborate with IT operations and other technical teams
8.1.Collaborating with other IT teams, such as network administrators and system administrators, to resolve complex issues and improve the overall IT Department
8.2.Joint efforts to resolve complex issues are evident

9.Monitor the Internal dashboard of the servers to ensure all servers and applications are up and running
9.1.A number of monitoring activities performed in the dashboard provided
9.2.A number of reports on the status of the apps and servers are provided
9.3.Regular monitoring logs and reports produced

10. Perform other IT-relevant duties as required by the head of IFMISU according to Law
10.1.Other duties requested are performed accordingly

In accordance with the performance indicators listed above

The performance of the incumbent will be appraised and evaluated by the the DG IFMISU and monitor by National Directorate of Human Resources (NDHR)- GDCS using the Performance Appraisal System put in place by the DNHR, Ministry of Finance.

This process will include a probation review within two (2) months of the commencement of the contract regular reporting, ongoing workplace communications and annual performance appraisal. Performance Indicators are in place for all areas within the Ministry, and incumbent’s work will be contributing to the achievement of the priorities as set out in the TOR and the Ministry’s Five Year Plan.