Result of Service

Support the overall goal of the Investment team and allow them to work smoothly.

Work Location

New York

Expected duration

3 months

Duties and Responsibilities

• Utilize and maintain the IT service management tool to accurately open, record, categorize and prioritize and document all details of the issue or service request including following-up and closing incident tickets and service requests.
• Triage issues and service requests and assist with user issues by phone, e-mail, remote support or walkin and resolve upon first contact, when possible.
• Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
• Provide “how to” assistance on all internally supported devices, applications, and systems.
• Escalate issues to appropriate higher-level subject-matter experts in accordance to service-level agreements and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides and document software and hardware deployment procedures.
• Setup IT equipment and services for staff onboard and move following standard operation procedure.
• Maintain and update workstations and laptops, peripheral equipment and system configurations, application deployment, OS update and security patches, software default settings, etc. for the all types of end-points.
• Maintain inventory of IT equipment, software and licenses.
• Deploy and support mobile devices including smartphones and tablets.
• Support conference/meeting services. Set up video conferences, coordinate with internal user and technical focal points at OIM and external counterparties for testing and preparing video conferences sessions. Maintain audio and visual equipment and video conference solution.
• Conducting end-user training.
• Setup and administer user account and access.
• Undertake troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
• Liaise with other groups and service providers for maintaining the efficient and reliable operations of systems.
• Installs, configures, tests and deploys server hardware and software, including network equipment, Operating Systems (Windows, Linux), email system, database systems, web services, and various security software.
• Resolve Tier 2 service desk tickets related to Infrastructure and Platform support.
• Build relationships with various teams including Service Desk, network infrastructure and Platform Service team, Information Security, and Business applications to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Foster relationships with end users and other IT service and support subject-matter experts among IT Service Desk and Infrastructure and Platform Service teams.
• Required to come to the office 3-5 times a week as per demand.

Qualifications/special skills

An advanced level degree is required, preferably in the area of computer science, technology and innovation.
A minimum of five years of experience in information technology or related area is required. Please explain how you meet this criterion using examples.
A minimum of two years of progressively responsible experience in Information Technology Service Management (ITSM) and Help Desk support, including work with various hardware, software and networking systems is desirable. Please explain how you meet this criterion using examples
Strong experience in services and applications including conference system configuration, mobile device management, Bloomberg terminal (APIs), Active Directory (on premise and Azure), Microsoft Office 365 products including Exchange/Outlook, Teams, OneDrive, SharePoint and bulk-roll out of software updates to computer machines is desirable. Please explain how you meet this criterion using examples.
Applicants for positions subject to local recruitment are required to be authorized to work in the country regardless of where they live at the time of applying for the job opening. Are you authorized to work in the duty station? Please explain below

Languages

For this position, fluency in English is required.

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.