Job Description

1. Provide reliable incident identification and resolution support:

• To provide Tier 1 support including incident identification and resolution in area of UNDP IT applications, hardware and platforms, IT infrastructure, Microsoft collaboration tools using the ITSM.
• To escalate and follow up issues to different support teams if needed
• Identify/spot user trends and issues and escalate these to appropriate teams, including technical team or service providers.

2. Assist in system enhancements and end-user trainings:

• To assist in the testing of new UNDP IT platforms and system enhancements, corporate applications including collaboration tools providing feedback to developers, track leaders and business focal points.
• To assist in developing training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required.

3. Provide support for corporate assistance and improvement.

• To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity.
• To provide quality information or solutions according to unit SOP and available knowledge articles
• To perform other helpdesk duties and responsibilities as required by the Chief of Global Support and Capacity Services.

Core CompetenciesAchieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.People ManagementUNDP People Management Competencies can be found in the dedicated .Cross-Functional & Thematic Area Name Definition
Business Direction & Strategy System Thinking Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
Business Development Knowledge Facilitation Ability to animate individuals and communities of contributors to participate and share, particularly externally
Business Management Digital Awareness and Literacy Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed
Business Management Customer Satisfaction/ Client ManagementAbility to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers\' needs.Provide inputs to the development of customer service strategy.Look for ways to add value beyond clients\' immediate requests.Ability to anticipate client\'s upcoming needs and concerns.
Information Management & Technology User Experience and business analyst Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset
Information Management & Technology IT Service Delivery & Operations Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.Required Skills and ExperienceEducation:

• Secondary Education with specialized certificate in administrative and information technology training, office management and business administration. OR
• University degree in information technology, Computer Science or Business Administration will be given due consideration but not a requirement
• ITIL Basic Foundation is a plus.

Experience:

• At least 6 years (with Secondary Education) or 3 years (with a Bachelor Degree), of relevant experience in a global helpdesk environment is essential.
• At least one year of hands on experience in Oracle ERP is desired
• Familiarity with SharePoint and Microsoft collaboration tools is desired
• Proven technical knowledge of troubleshooting software and hardware problems for users\' computer is desired
• Proven track record of working and contributing positively to a team environment is desired
• Excellent oral and written communication skills in English is required, where knowledge of other UN Language (Arabic, Chinese, French, Russian, or Spanish) is desired.

Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.DisclaimerScam warningThe United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

United Nations Development Programme