Help Desk Supervisor

Help supervisors shall have significant telecommunications and computing expertise in addition to Service Management experience and qualifications and be exclusively dedicated to this service. They will also be provided with additional technical on-site workshop from the UN and will be validated upon successful completion of the workshop.

Furthermore, additional responsibilities are required from the designated Help Desk Supervisors as listed here below:

• Manage the overall Help Desk activities,
• Act as the further escalation point for the supervisors
• Report to UN management on any issues that could have significant impact on service delivery
• Represent the Help Desk on the meetings when needed
• Attend Change Management Board meeting if required
• Attend service revision periodical meetings with SGITT senior management, discuss new business needs and technology solutions and adapt as needed to meet the business needs
• Take overall responsibility for the incidents and request for service handled by Help Desk
• Arrange staff awareness sessions
• Revise and approve all the documents provided by the Tier 2 support sections that have to be followed by the Help Desk
• Prepare and handle on a timely basis required service reports

Help Desk Supervisors shall:

• Manage the shift based staffing schedule and act as a SD agent when needed
• Act as escalation point in the case of controversial and difficult calls
• Identify knowledge gaps in Help Desk agents so that they can be fulfilled as soon as possible either internally or with Tier 2 teams support
• Act as the Help Desk Head during his/her absence
• Liaise with the UN senior management and attend service revision periodical meetings with UN senior management if required

Education:

Master’s degree or equivalent in Information Systems, Computer Science, Engineering or related field is required r Bachelor’s degree in Information Systems, Computer Science or Engineering or related field, with  2 additional years of relevant work experience.

Experience:

·         Significant telecommunications and computing expertise in addition to Service Management experience (min 5 years) is required.

·         Sound Project management experience (min 5 years) with a proven track record is required.

Desirable:

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

·         Considerable experience in ICT project methodologies, tools and methods;

·         Experience in a recognized Project Management methodology, ITIL, PMP, PRINCE2, etc.

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

·         Coordinate meetings with end users and work closely with the project owners, users, functional and technical teams.

·         Manage issues, risks, etc.

·         Create high quality project documents, charts and reporting

 Language:

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

• Please note that 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