Senior Service Desk Technician

Job Description

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.

Background Information – Job-specific

UNOPS and the ECA have partnered together to deliver on a project that will put in place the critical business systems and services to enable the Economic Commission for Africa (ECA) to go beyond its current regular operations and effectively deliver on its Business Plan mandate of becoming Africa’s premier think tank. Five specific outcomes are foreseen, which are the results of the implementation plans of four corporate strategies introduced for communications, publications, knowledge management and ICT for Development. When attained, the outcomes will result in a sustainable increase in the visibility and impact of the organization’s work in the areas of policy research and knowledge delivery. This recruitment initiative is carried out by UNOPS in support of ECA’s Public Information and Knowledge Management Division (PIKMD) strategic intent. It is with this objective that UNOPS advertises these opportunities in partnership with ECA.

Functional Responsibilities

Within delegated authority, the Senior Service Desk Technician will be responsible for the following duties:

• Oversees the function of receipt and processing of user requests, including logging, escalation and resolution of issues reported to the ICTSS Help Desk either through e-mails or telephone phone calls;


• Provides technical support to staff and Senior Management on relevant UN standard hardware and software systems and applications;


• Installs, configures, tests and troubleshoot desktop, printer and end user devices hardware and software, including configuring for Local Area Network connectivity, desktop operating systems, Electronic mail, Lotus Notes, Citrix, Database systems, Internet Web applications, network services like Domain Name Server (DNS), DHCP, and various security and client applications.


• Participates in the development, deployment and maintenance of application software(s) within Lotus Notes, Microsoft SQL Server, IMIS and Web-based architectures;


• Support critical conferences, meeting and town-halls


• Guides in preparation of technical and user documentation for training purposes.


• Prepares, updates, deploys and documents of Desktop Standards and images;


• Undertakes routine monitoring of server and network connectivity systems to ensure availability of services;


• Leads needs assessments for new systems (including modifications to existing systems), performs ongoing reviews with users and developers and responding to requirements. Also requests, implements, provides operational support for various applications;


• Provides monitoring personal computers running the UN software delivery system to ensure that software distributions, patches and antivirus updates are being delivered correctly;


• Installs, configures and tests audio, video conference and desktop video conference


• Hardware/Software using available communication and network connectivity systems;


• Assists in meetings’ and Conferences preparation by standardizing and configuring conference hardware and software in various locations throughout headquarters and may be requested to operate the equipment during conferences;


• Conducts research on new technologies as requested, keeping abreast of developments in the field;


• Participates in the testing and evaluating new products and technologies;


• Supervise and coach junior service desk technicians


• Assists management with scheduling and assignment of tasks to Junior Staff;


• Provides training and guidance to junior staff on the more complex technical issues;


• Coordinates and oversees review meetings for outstanding issues, requests, tickets etc;


• Collaborates with other units on cross cutting projects where participation is required;


• Performs other related duties as required and maybe required to work as service desk support beyond normal office working hours.


• Conducts research on new technologies as requested; keeps abreast of developments in the field; carries out tests for induction of new products and technologies.


• Performs other related duties as required and maybe required to work beyond normal office working hours.

Education/Experience/Language requirements

Education:

High School Diploma or equivalent is required. Technical training in specialized area of Information Systems, Computer Science or related fields is highly desirable.

Experience:

Seven years experience in providing service desk support to end users, incident management, problem management, troubleshooting end user devices, desktop operating systems and enterprise client applications, preparation of desktop standards and software distribution or related area preferably with a UN organization or IGOs.

Language:

Fluency in oral and written English is required.

Competencies

• Professionalism: Knowledge of relevant ICT service desk operation. Good technical skills, ability to resolve desktop, printer, and other end user devises technical problems. Good knowledge of customer relationship management, service management including incident and problem management. Good technical skills, ability to conduct maintenance, provide support services to end users. Sound knowledge of Microsoft products and standard UN applications. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.


• Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.


• Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.


• Creativity: Actively seeks to improve programmes or services; offers new and different options to solve problems or meet client needs; promotes and persuades others to consider new ideas; takes calculated risks on new and unusual ideas; thinks “outside the box”; takes an interest in new ideas and new ways of doing things; is not bound by current thinking or traditional approaches.


• Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.


• Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.


• Technological Awareness: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

Contract type, level and duration

This is a local position and therefore it is open to only Nationals of Ethiopia.

Contract type: Local Individual Contractor

Contract level: LICA 7

Contract duration: 1 year with possibility of extension ( Subject to satisfactory performance and funds availability)

Closing date: Nov 28, 2015

Your rating: none

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How to Apply

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

Additional Considerations

• Please note that the closing date is midnight Copenhagen time (CET)



• 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.

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.

 

Job Categories: Information Technology Jobs. Job Types: Full-Time. Job expires in 30 days.

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