Organization: UN Children’s Fund
Closing date: 16 Aug 2018
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, Hope
Under the direct supervision of the ICT Specialist (Customer Support), the Computer Support Associate plans, organizes and conducts trainings on corporate IT applications, and provides ICT customer support to ICT users in UNICEF PFP, ECARO, EMOPS, GLO and outposts across the ECA region.
How can you make a difference?
1. In close liaison with Learning and Development Specialists (Human Resources), conducts assessments of ICT training/learning needs, develops plan, organizes, executes and evaluates training events following the management plans and priorities for all UNICEF entities in Geneva.
Delivers training programs in formal (e.g. a classroom), informal or online (e.g. e-learning and webinar) settings including evaluating course effectiveness in relation to client timescales, expected outcomes and administration of training programs.
Conducts end-user training/induction process for new staff on internal processes / procedures, help desk tools and the ICT Operation/Services environment.
Ensures Help Desk processes and procedures, with emphasis on business processes, are well documented and kept up to date including development and distribution of user instructions and other related materials. Classifies and maintains the documents on the Enterprise Content Management portal.
Compiles Frequently Ask Questions and maintains knowledge databases for eventual distribution among help desk analysts and makes them available to users in the office.
2. Timely and effective user support is provided on an on-going basis, by assisting in the implementation of new systems and performing first and second line support functions.
Swiftly responds to incoming calls and communication for customer/business services, registers all incidents/queries, and provides first time answers and resolution as is possible.
Dispatches service calls, in a timely manner, to the correct groups as appropriate.
Liaises with Help Desk team member on resolution of common incidents/issues.
Works closely with Subject Matter Experts (SMEs) in Technical Support Unit, Applications unit or Global Shared Services Center (GSSC) for incidents that have no workarounds or solutions.
Tracks and monitors the incident throughout its life-cycle, including verification and closure.
Supports project roll outs and implementation of new processes, including testing, debugging and implementation of new application and systems.
Analyzes problems, identifies alternatives, tests and recommends solutions.
Works with Business third line support to identify correct procedures and solutions in a timely manner
3. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure.
Provides users with solutions to identified incidents, requests or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.
Provides SMEs with feedback received from users, additional updates or to request for faster resolution.
Provides ICT Management with feedback using end-of-shift or daily reports; identifies and reports customer needs based on requests/incidents reported.
4. Escalation is properly directed in a timely manner.
Diagnoses and resolves Help Desk calls related to applications or processes redirected from the Help Desk first line support and escalates them to Help Desk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.
5. Performance monitoring and assessment is regularly conducted for service improvement.
Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members.
Provides detailed metrics periodically on Help Desk queries, analyzes them to assess staff performance, faulty areas in the ICT infrastructure causing issues for improvement in the service provided to users.
To qualify as an advocate for every child you will have…
Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification).
Six years of practical professional work experience in information technology, as well as solid experience in end-user training, systematic methods of troubleshooting and analytical problem solving, providing assistance to end-users on ICT products and services, and use of applications and diagnostic tools.
Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs.
Work Experience as Microsoft Certified Trainer is preferred.
Work experience in emergencies is an advantage.
Knowledge of UNICEF’s programming practices is desirable
Fluency in English is required.
Working knowledge of another UN languages (Arab, Chinese, French, Russian, Spanish) is an asset.
For every Child, you demonstrate…
Diversity and inclusion
Working with People (II)
Drive for Results (II)
Applying Technical Expertise(II)
Planning and Organizing (II)
Following instructions and procedures (II)
View our competency framework at: http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf
UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
General Service Staff are recruited locally, but can be of any nationality. Candidates must be in possession of an existing visa/work permit or resident/citizen of Switzerland (and/or commuting area)to be considered eligible for this post.
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
How to apply:
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization. To apply, click on the following link http://www.unicef.org/about/employ/?job=515105