Service Desk Supervisor

• Manage the Service Desk and ensure that customer service is timely and accurate on a daily basis and in line with the SLA. Manage the shift based staffing schedule. Act as escalation point in the case of controversial or difficult issues that cannot be resolved by Service Desk agents. Act as a SD agent when needed.
• Identify knowledge gaps in Service Desk agents so that they can be addressed as soon as possible either internally or with Tier 2 teams support. Establish best practices through the entire technical support process.
• Provide reporting and statistics on Service Desk activities. Attend periodical service revision meetings with the UN.

Education:

Bachelor’s degree in Information Systems, Computer Science or Engineering or related field, with equivalent work experience.

Experience:

·         Minimal 2 year experience in managing a Service Desk and supporting users is required.

·         Significant experience in telecommunications and computing systems is required.

·         Considerable experience in ICT project methodologies, tools and methods, managing issues, risks, etc. is required.

·         2  year experience  in a recognized Project Management methodology such as PMP, PRINCE2, etc. is required.

Desirable:

·         Excellent interpersonal skills: communications skills, organizational skills and people management abilities and techniques.

·         Excellent consulting skills in terms of managing client expectations, being tenacious and inquisitive, proactive and a ‘can do’ attitude.

·         Have advance ITIL certification (Minimum 12 credits of the ITIL Expert road map).

·         Extensive knowledge of the ITIL framework.

·         Experience in customer services and the ability to provide a professional interface with the user community. Good interpersonal skills. Attention to detail.

·         Proven ability to work under pressure.

·         Ability to work outside normal working hours if required

·         Industry recognized certifications are an asset.

Language:

Fluency in written and oral English is required. Knowledge of another United Nations official language is an advantage

• Please note the position will be part of a roster and candidates may be considered to possible job opportunities
• 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.
• 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.  

Please also note that applicants must submit a CV in word document format highlighting the followings:

·         Post Title,

·         Areas of Expertise,

·         Years of Relevant Experience,

·         Education,

·         Registration/Certification,

·         Introduction/Overview

·         Related Experience,

·         Technical Skills,

·         Place of Hire

·         Certification (that above statement is correct)

 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 supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale. 

Based in Geneva, the Europe and Central Asia Regional Office (ECR) supports UNOPS offices throughout the region through: management, financial and programmatic oversight of global and country-specific portfolios, clusters and operations centres, including hosting services; fund and management advisory services; project implementation; procuring goods and services; and managing human resources.

ECR ensures that projects are executed to the highest standards, providing a shared knowledge base and ensuring that best practices and lessons learned are disseminated between business units and projects across the entire region.

 ECR strategy is to:

• Strengthen UNOPS role in operationalizing the Sustainable Development Goals with particular emphasis on health, environment and economic development.
• Position UNOPS in the Balkan sub-region, the Caucasus and Central Asia.
• Strengthen the implementation of ECR global and regional programmes, with revitalized partnerships in infrastructure, procurement and project management.

ECR operates global portfolios from offices in Geneva, Brussels and New York, and country-specific programmes from its operations and project centres located in Eastern Europe and Central Asian countries.

Based in the New York, the UNOPS Development Group Cluster supports diverse partners with their peacebuilding, humanitarian and development operations. For example, within the United Nations Development Programme, the Cluster works with the Bureau for Policy and Programme Support and the Office of South-South Cooperation.

The cluster also supports the United Nations Secretariat, as well as a broadening community of other New York-based United Nations organizations in the delivery of project management and implementation services