Org. Setting and Reporting

These two (2) positions are located in the Information and Communications Technology Service (ICTS) of the Division of Administration (DoA) at the United Nations Office at Geneva (UNOG). One incumbent reports to the Personal Computer team and the other one reports to MdE team.

Responsibilities

Within limits of delegated authority, the Information Systems Assistant will be responsible for the following duties:

Telephone Management Role:
– Creation and cancellation of phone land lines.
– International access authorization for land lines.
– Changes in phone settings.
– Supervision of lines.
– Voice Mail Management.
– Provision of phone lines to conferences.
– Relocation of phone lines.
– First Level support for Jabber and other phone related services.
– Updating telephone extensions database and phone directory management.
– First Level Incident Management for phone systems and lines.

Service Desk Role:
– Provides reliable technical and administrative assistance in support of the delivery of ICTS services.
– Efficiently processes work and requisite follow-up, seeking advice as required in a timely manner.
– Interacts effectively with colleagues and user groups.
– Acts as focal point receiving and processing user requests and escalating accordingly as per relevant documentation.
– Manages IT service requests in accordance with ITIL methodology.
– Takes ownership of requests, especially incidents; monitors through to resolution.
– Provides basic technical support on relevant hardware and software system applications.
– Assists in the preparation of technical and user documentation, as well as training materials.
– Works flexible hours as/when required to ensure service availability.

Client Support Centre (CSC) Role:
– T1 support for customers of CSC.
– Mobile phone service for CSC.
– On site product and services demonstrations for CSC customers.
– Support for Information sessions for clients and users.

Switchboard Role:
– Efficiently resolves requests on the UNOG Switchboard in both French and English with effective client-oriented and reliability skills.
– Receives telephone requests (in-house, local, long-distance and international) in a professional manner speaking in both English and French.
– Connects requests to the correct person or service (department) by searching through computer information systems, data files and documentation.
– Redirects requests and communications for absent or occupied contacts with the relevant department administrative staff.
– Provides requestors with information regarding internal UNOG communications regarding information of the UN general character, hours and places of conferences, opening hours of certain services and departments. numbers of internal post offices, direct lines, fax numbers.
– Maintains and updates documentation.
– Escalates information system problems appropriately.

Other tasks as a backup:
– Mobile phone office.
– ICTS warehouse support.

Competencies

Professionalism: Knowledge of relevant programming language(s) and basic programming skills. Knowledge of Remotely Supported Interpretation platforms. Knowledge of phone line extension systems such as menu admin systems, Cisco prime provisioning system or Active Directory Lightweight Directory Services (ADLDS) system. Knowledge of call manager system. Knowledge of Cisco Bridge Operator Console (BOC) system. Good technical skills, ability to participate in development and maintenance of applications, provide user support. Ability to respond to changing requirements and assignments, ability to apply good judgment in the context of assignments given. 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

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.

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.

Education

High school diploma or equivalent.

Work Experience

A minimum of two (2) years of experience with client support ticketing systems is required.

Experience in Customer Relationship Management (CRM) systems, such as iNeed, is desirable.

Experience in supporting Voice and Video Communication Software, such as Cisco Jabber, is desirable.

Languages

English and French are the working languages in the United Nations Secretariat. For the position advertised, fluency in English is required and knowledge of French is desirable.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment.

At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and Organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.