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:

Act as contact center agent in the provision of day-to-day support to UNICC’s partners and customers as per SDA and/or agreed procedure.

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 Service Desk Supervisor, within the Service Desk Unit (OPCS) and in close collaboration with the UNJSPF Contact Centre team. The incumbent could be requested to do any other tasks of similar level in related fields. Within the delegated authority, the Service Desk Technician will be responsible for the following:

• Perform Service Desk/Contact Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:
  • Log, classify and prioritize service calls and system events as per established Standard Operating Procedures
  • Prioritize and analyze user issues according to established Standard Operating Procedures
  • Manage efficiently escalation and resolution of service calls by investigating assigned work orders and/or tasks in line with agreed processes and procedures
  • Attempt on-the-spot resolution by providing quick over-the-phone responses to routine queries and issues in scope of the service provided
  • Assign and escalate operational issues in a timely manner as per defined process, in order to avoid breaches to agreed service levels
• Ensure seamless hand-over of work across shifts and time zones
• Contribute to knowledge sharing to other members of staff and updating the Knowledge Base
• Provide support on a 24/5 or 24/7 shift basis
• Perform other duties as required

Experience and Skills required:

Essential:

• At least four (4) years of experience in the IT or CRM sector, including proven experience within an ICT Service Desk/Call Centre or other customer-facing support role in a global or culturally diverse environment. A completed university degree from an accredited institution will be counted towards minimum work experience requirements
• Broad technical background and knowledge of ICT services
• 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
• Demonstrated experience in working with Microsoft office tools

 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 Tier 1 support to users in any of the following technical areas:
  • Business applications
  • Enterprise systems
  • Mail systems

Education:

Essential:

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

 Desirable:

• Customer Service Certifications
• ITIL foundation certificate
• HDI Support Centre Analyst certification

Languages:

• English: Expert knowledge is required
• Spanish: Intermediate knowledge is desirable
• French: Intermediate 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.
• 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.
• Setting an example: Acts within UNICC’s / WHO’s professional, ethical and legal boundaries and encourages others to adhere to these. Behaves consistently in accordance with clear personal ethics and values.

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):

• Valencia: EUR 38,398

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 28 April 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

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.