Purpose of the Position:

Provide day to day Service Desk/Call Centre support in English to ICC’s partners and customers as per SDA and /or agreed procedure.

Objectives of the Programme:

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Service Desk Manager, within the OPCS and in close collaboration with the UNJSPF Call Centre  team. The incumbent could be requested to do any others tasks of similar level in related fields.

Within the delegated authority, the Service Desk Technician will be responsible for the following:

• Perform Service Desk /Call Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes;
  • Logging, classifying and prioritising service calls and system events as per established Standard Operating Procedures
  • Processing tasks assigned to the team – this may either be technical and/or business related
  • Prioritising and analysing user issues according to established Standard Operating Procedures
  • Managing the efficient escalation and resolution of service calls by investigating assigned work orders and/or tasks in line with agreed processes and procedures
  • Attempting on-the-spot resolution by providing quick over-the-phone responses to routine queries and issues in scope of the service provided
  • As per defined process, assigning and escalating operational issues in a timely manner in order to avoid breaches to agreed service levels
• Where applicable, ensuring seamless hand-over of work across shifts and time zones
• Contributing to knowledge sharing to other members of staff and updating the Knowledge Base
• Providing support outside normal working hours as required
• Providing other ad hoc support either within your team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full time basis upon request from the senior management

Experience and Skills required:

Essential:

 Four years of relevant experience in the following areas:

• Work experience within an ICT Service Desk/Call Centre or other customer facing support role 
• Experience working within a global or culturally diverse environment
• Demonstrated experience in working with Microsoft office tools and other standard applications

Skills required:

• Broad technical background and knowledge of ICT services
• Customer Service
• Ability to work in a deadline-oriented and high-pressured environment
• Good working knowledge of CRM or any call logging/ticketing software
• Ability to effectively manage multiple streams of investigation
• Logical and analytical approach to solving problems
• Strong verbal and written communication in addition to active listening skills
• Ability to deal with conflict and emotional situations

 Desirable:

• Willingness to perform tasks outside of one’ s comfort zone
• Experience working in an Automated Call Distribution environment
• Knowledge of Front end/ Back end Technologies
• Experience working in an ITIL/ISO20000 environment
• Knowledge at providing Tier1 support to users in any of the following technical areas
  • Business applications
  • Enterprise systems
  • Mail systems
  • Basic network troubleshooting
  • Desktop and Hardware maintenance
• Experience with supporting users in Spanish
• Experience with supporting users in French

Education: 

Essential: 

• Graduation from secondary school supplemented by specialised training in IT and/or Customer Service will be acceptable.

Desirable:

• Tertiary level qualification in Information Technology and/or Customer Service or other related field
• Customer Service Certification
• ITIL foundation certificate
• HDI Support Centre Analyst certification

Languages:

• English: Expert knowledge is required
• French: Expert knowledge is desirable
• Spanish: Expert knowledge is desirable

Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.

Eligibility:

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Compensation:

Annual Salary Estimation (net of tax at single rate): EUR 34,072.

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing dates for applications:

Applications will be accepted until 23.59 Geneva Time, on 11 December 2020 (deadline subject to extension).

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Applications from women are particularly encouraged for this vacancy