ICT Senior Assistant - Helpdesk

This position is located in the Bangkok Hub of the Unite Service Desk. Under the general supervision of the Hub Manager, the incumbent reports to the Hub Supervisor and Shift Lead. 

The incumbent will be employed to specifically undertake the following duties:

• Work in a shift as per the roster: the service operates on a 24/7/365 basis, shift duty is mandatory including nights, weekends and public holidays.

• Handle Unite Service Desk iNeed tickets, email correspondences, walk-in queries and phone calls BOTH IN FRENCH AND IN ENGLISH.

• Provide Tier 1 support to users for all the systems supported by the Unite Service Desk (USD), including Inspira, Umoja and iNeed; follow up with Tier 2 and Tier 3 agents on incident resolution or request fulfilment as per established procedures.

• Act as focal point for receipt, analysis and processing of user requests; maintain regular contact with users and technical staff in user offices as well as with other USD hubs (in Geneva, Nairobi, and New York).

• In the absence of Shift Lead, act as his/her OIC in the distribution of work, preparation of checklist and end-of-shift reporting; handling all VIP requests raised during the shift, including but not limited to broadcast requests raised by Duty Managers/Application Owners.

• Participate in the analysis of user requests; escalate service request to the relevant teams for handling; provide appropriate responses/guidance.

• Provide feedback/inputs on operation planning, USD documentations, and quality assurance processes. 

• Assist in the preparation of Standard Operating Procedures (SOP), Frequently Asked Questions (FAQ) and email templates. 

• Assist in testing and evaluating new products and technologies.

• Keep abreast of latest Service Desk procedures and technology; conduct research on new technologies as requested.

• Perform other duties as may be reasonably required and in line with the incumbent’s scope of services above.

• Failure to resolve requests may result in delay in administrative process, missing deadlines, financial loss and additional works for recovery, involving staff at all levels, the Organization, and external users of the UN applications. 

• Inefficient or poorly managed work assignment will result in incorrect and/or untimely resolution.  

• Poor quality customer support service will hamper productivity of the application for users and may have financial impacts to the Organization.

• High school diploma or equivalent is required. 
• A Bachelor's or Master’s degree in computer science, information systems, mathematics, statistics or related field is desirable.  

• Minimum 5 years of progressively responsible experience in information systems or application support, systems analysis, systems administration and maintenance, functional or technical customer support is required for a holder of a High School diploma. A Bachelor's or a Master's degree may substitute for some of the required years of experience respectively.
• Minimum 2 years of work experience in 24/7 operations is required.  
• Experience in providing functional support to Enterprise Resources Planning systems, such as SAP, PeopleSoft/Oracle, Siebel CRM, is required.  
• Knowledge and understanding of UN administrative procedures and practice in human resources, finance and budget, procurement, travel is highly desirable. 

• Fluency in written and oral FRENCH AND ENGLISH is required.

• Additional training in the field of Service Management, certifications in ITIL and/or in SAP support is highly desirable.

Contract type: Local ICA
Contract level: LICA-5
Contract duration: Ongoing ICA – ‘Open-ended (Expected Contract duration 1 Year) subject to organizational requirements, availability of funds and satisfactory performance.

For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx 

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
• Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.


Background Information: Sustainable Development Cluster (SDC)

Based in New York, the Sustainable Development Cluster (SDC) supports diverse partners with their peacebuilding, humanitarian and development operations.

The SDC’s services include grants management, development and special initiatives support, and technology support to the UN and UN agencies.

The SDC is part of the New York Service Cluster that supports the United Nations Secretariat, as well as a broadening community of other New York-based United Nations organizations, bilateral and multilateral partners in the delivery of UNOPS mandate in project management, infrastructure management, and procurement management.