The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Purpose of the Position:

To provide day to day operational support including technical and procedural guidance for the efficient functioning of the managed Service Desk services and applicable Service Delivery Agreement(s).

Objectives of the Programme:

The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Head of Service Desk (New York) within OPCS and in close collaboration with the Contact Centre team. The incumbent could be requested to do any others tasks of similar level in related fields.

• Coordinate the day to day Service Desk activities in support of the UNJSPF Contact Centre and other applicable Service Delivery Agreement(s)
• Under the supervision and guidance of the Head of Service Desk (New York), optimize technical resources for the support of users in multiple locations
• Ensure customers requests are dealt with professionalism and efficiency by monitoring telephone and email communication and supporting the relevant team members to respond in line with the applicable Service Level Agreements (SLAs), Operating Level Agreements (OLAs) and associated key Performance Indicators (KPIs)
• Monitor call logging system in order to maintain response times within the stipulated targets
• Compile and distribute weekly and monthly performance reports
• Monitor the quality of service and the satisfaction of the client to maintain a long term partnership with the client and propose some improvements if any in the absence of the Head of Service Desk (New York), act as an Officer in Charge to assign daily activities in order to ensure that issues are resolved in a timely manner
• Perform quality checks on all logged Incident Management and Request Fulfilment activities, ensuring that they are properly scheduled and prioritized
• Coordinate seamless handover of work across shifts and provide support on a 24/5 or 24/7 shift basis as required
• Manage and coordinate urgent and complicated escalation processes and act as escalation point for all requests and incidents
• Determine root cause of issues and communicate appropriately to customers
• Coordinate knowledge transfer activities for team members and end users
• Monitor knowledge base to ensure relevant information is up to date
• Produce regular performance metrics pertaining to the team’s operations

Experience and Skills required:

Essential:

• Two (2) years of experience within a IT Service Desk environment, providing customer service using the ITIL framework
• Experience providing technical training, coaching and mentoring
• Exposure to a high-pressure environment dealing with sensitive information and situations
• Strong working knowledge about the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents
• In-depth experience in incident and problem management with proven troubleshooting skills
• Good technical knowledge of at least two of Networking, Microsoft Outlook and support of mobile devices
• Working knowledge of Siebel, ServiceNow, or other similar ticketing system
• Working knowledge of one or more reporting systems
• Ability to supervise teams and allocate tasks for optimal results

 Desirable:

• Experience with supporting enterprise systems
• Working knowledge of SharePoint, SAP or other ERP system

Education*:

Essential:

• First university degree in Information Technology, Business, Social Sciences or related areas
• Foundation level ITIL certification

Desirable:

• Intermediate level ITIL certification at Service Operations or Operational Support and Analysis

Languages:

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

UNICC 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.
• Creating an empowering and motivating environment
• 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 vacancy notice is open only to internal candidates

Compensation:

Annual Salary Estimation (net of tax at single rate):

New York, (USA) including post adjustment (80,5% on January 2024): US$ 88,903

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 date for applications:

Applications will be accepted until midnight (Geneva Time) on 25 February 2024.

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 UNICC 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* For UNICC staff members who do not meet the minimum educational qualifications, please refer to the applicable WHO e-Manual Annex 6 – Guidelines on Standard Minimum Experience Exposure and Education Requirements

* For UNICC staff members who do not meet the minimum educational qualifications, please refer to the applicable WHO e-Manual Annex 6 – Guidelines on Standard Minimum Experience Exposure and Education Requirements

Please inform us should you require any specific accommodation to facilitate your application

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For applications to be valid, they must contain a motivation letter and the filled Personal History Form.