G6, Global Service Desk Associate

Background

The United Nations Development Programme is the global development network of the United Nations system that is on the ground in 177 countries, with its Headquarters in New York, USA. The Bureau for Management Services (BMS) is a central Bureau tasked with the development of corporate strategies, policies, tools and systems in key cross-cutting management areas. Drawing on sound analytics and a risk-management approach, BMS supports the achievement of development results through management advice, innovative business solutions, and other corporate services in line with international best practices and evolving needs and expectations of development partners. BMS also ensures policy adherence in operations management within UN Rules & Regulations, safeguarding UNDP’s accountability vis-à-vis Member States and other stakeholders.

UNDP is an operational backbone to the UN system: providing payroll, financial transactions, common premises, treasury investment, procurement, legal services to UN agencies. UNDP provides IT support for 13 UN entities with 40,000 United Nations and external users of the UNDP’s ERP system, as well as information and communication technology (ICT) and application solutions for the United Nations field presence. To support the UNDP Digital Strategy and enable the digital transformation of the organization, the Office of Information & Technology Management (ITM) is tasked with developing and operating the enabling corporate technology platforms and providing related services that power the digital transformation including: (1) advice, administration and acceleration services to promote delivery of maximum business value of each platform; (2) a global service desk operation; (3) and outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.

Within the Information and Technology management (ITM) office is the Global Support and Capacity Building unit that has the basic mandate of providing a single point of contact to manage client support, service requests and incidents related to the organization’s corporate applications including Enterprise Resource Planning systems, Content Management systems and other collaboration tools. The Customer Management Center (CMC) is one of two units in the Global Support and Capacity Building unit (GSCB).

Position Purpose

To meet increasing end-user requirements, the Global Support and Capacity Services is seeking to retain the services of a Global Service Desk Associate for an initial period of one year. The successful candidate will join the unit in supporting the global user community as well as identifying evolving user support needs for the corporate applications and tools identified above. The incumbent will also work closely with various UNDP units in support of the applications/tools and functions, as well as user education and adaptation.

The Global Service Desk Associate is expected to make informed decisions on specific-trouble-shooting details following careful analysis of cases using our official ticketing system and ensure timely coordination with other members of the team, with other partners should a business decision is required. As a member of the Global Support and Capacity Services team, the incumbent is responsible for providing logical recommendations based on standard operating procedures (SOP), UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

Duties and Responsibilities

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 Competencies

Achieve 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 Management

UNDP People Management Competencies can be found in the dedicated site.

Cross-Functional & Technical competencies

Thematic AreaNameDefinitionBusiness Direction & StrategySystem ThinkingAbility 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 systemBusiness DevelopmentKnowledge FacilitationAbility to animate individuals and communities of contributors to participate and share, particularly externallyBusiness ManagementDigital Awareness and LiteracyAbility 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 neededBusiness ManagementCustomer Satisfaction/ Client Management

Ability 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 & TechnologyUser Experience and business analystCapacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an assetInformation Management & TechnologyIT 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 Experience

Education:

• 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.

Disclaimer

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