Org. Setting and Reporting

This position is located in the Information and Facilities Support Unit (IFSU), Administrative Section (AS), Facilities and Commercial Activities Service (FCAS) in the Division of Administration (DOA) in the Department of Operational Support (DOS). The Administrative Section provides programme, administrative and information management support to FCAS as well as property management, help desk and reception services to UN Headquarters entities, delegations and visitors. The incumbent reports to the Senior Public Information Assistant of IFSU.

The Department of Operational Support was established to provide operational advisory services to operating entities across the Secretariat, including other departments, offices away from headquarters, field missions, and regional commissions. The Facilities and Commercial Activities Service (FCAS) operates the Headquarters complex, striving to provide effective and efficient planning, management, maintenance and operation for all existing physical facilities and assets at the UN Headquarters, New York. FCAS also supports office and conference facilities, property management, travel and transportation services, archives and records management, mail and pouch operations, catering, gift shop and the United Nations Postal Administration.

Responsibilities

Under the overall guidance of the Information Management Officer and the direct supervision of the Senior Public Information Assistant, the incumbent serves as the primary focal point for the FCAS Help Desk and is responsible for the efficient processing of facilities related service requests.

HELP DESK FUNCTIONS:

Monitors iNeed to ensure all incoming requests are processed efficiently, work orders are assigned to the right service group, ensures closure of service requests and related work orders in line with service level targets.
Analyzes trends and generate service level management and aging reports required for performance monitoring and reporting.
Provides support for booking of conference rooms managed by FCAS, including communication to all stakeholders when a situation arises requiring the cancellation of existing bookings.
Prepares and updates Standard Operating Procedures and Guidelines as required.
Provides support for the booking of FCAS managed conference rooms.
Provides guidance and training to junior staff members of the team on all iNeed functions.

INFORMATION DESK FUNCTIONS:

Provides information to staff, delegations, press and the public in official working languages of the UN for the commencement and duration of meetings for all sessions held at UNHQ.
Provides information based on thorough knowledge and understanding of UN organizational structure, commissions, committees, nongovernmental organizations, permanent missions, press conferences as well as activities at overseas offices of the UN and its Specialized Agencies.
Serves as a focal point and/or liaison to facilitate the flow of information and messages on all aspects of UN meetings, conferences and special events to UN staff members, delegates, various missions and public. Follows proceedings of meetings in order to respond immediately to questions regarding the status of the discussion, results of the vote, etc.
Ensures that all staff members in the Unit are fully informed of UN functions and activities.
Ensures that UN protocol is observed and understood at all times. (Accreditation of member states, offices of observers, national liberation movements, inter-governmental organizations and high-ranking officials of the Secretariat and Specialized Agencies.)

DUTIES AND RESPONSIBILITIES OF AN ADMINISTRATIVE NATURE:

Acts as officer in charge for the unit in the absence of the Senior Public Information Assistant.
Participates in the recruitment and selection process for the Unit, including the interview panel and evaluation process; provides recommendations for new staff members.
Develops and maintains relationships with executive/administrative officers of all departments, staff of meeting services, officers in protocol service, assistant chief and lieutenants of UN safety and security services, staff of OICT telecommunication services, EOSG, security council, executive and administrative officers of agencies, funds, and programmes in New York.
Instructs and trains staff in techniques of information dissemination and reception with due respect to objectivity and lack of contention.
Ensures that due protocol procedures are observed by IFSU staff when working with delegates and staff.
Performs other administrative duties as assigned.

Competencies

PROFESSIONALISM: Demonstrates professional competence and in-depth knowledge of the functioning and running of public information, communication and reception services. Knowledge of the UN organizational structure and UN protocol. Proven ability to deal courteously and efficiently with staff, delegates and public; is conscientious and efficient in meeting commitments, observing deadlines and achieving results. 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 the work.

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 the audience; demonstrates openness in sharing information and keeping people informed.

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.

Education

High School diploma or equivalent is required.

Work Experience

Minimum 7 years of progressively responsible experience in the field of public information, public communication, client servicing or related area is required.

Experience in iNeed or similar service management platform is required.

Experience with help desk operations and management is required.

Experience with keeping current on UN events and news and sharing that information with team and clients is desirable.

Experience with UN protocol, Meeting Services, Safety and Security and public information is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.

Assessment

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

Special Notice

This position is temporarily available for an initial period of six months with the possibility of extension.

This position is subject to local recruitment pursuant to Staff Rule 4.4 of the United Nations Staff Rules. Applicants for General Service and related positions must be authorized to work in the country where the position is located. A staff member subject to local recruitment is not eligible for the allowances or benefits applicable to international recruitment.

If the selected candidate is a staff member from the United Nations Secretariat, the selection will be administered as a temporary assignment. While this temporary assignment may provide the successful applicant with an opportunity to gain new work experience, the selection for this position is for a limited period and has no bearing on the future incumbency of the post. Subject to the funding source of the position, the eligibility for this temporary job opening may be limited to candidates based at the duty station.

This temporary job opening may be limited to “internal candidates,” who have been recruited through a competitive examination administered according to staff rule 4.16 or staff selection process including the review of a central review body established according to staff rule 4.15. For information on special post allowance, please refer to ST/AI/1999/17. For more details on the administration of temporary appointments please refer to ST/AI/2010/4/Rev.

Staff members of the United Nations common system organizations who will reach the mandatory age of separation or retirement within the duration of the current temporary need period are not eligible to apply. Submitting an application or selection for the current temporary job opening does not delay or increase the mandatory age of separation.

Retirees above the mandatory age of separation who wish to be considered for the current temporary job opening must indicate the reason for their last separation as “retirement.” Such retirees shall not be employed by the Organization, unless (a) the operational requirements of the Organization cannot be met by staff members who are qualified and available to perform the required functions; and (b) the proposed employment would not adversely affect the career development or redeployment opportunities of other staff members and represents both a cost effective and operationally sound solution to meet the needs of the service.

A staff member holding a temporary appointment shall be regarded as an external candidate when applying for other positions and may apply for other temporary positions at any level, subject to section 5.7 below and staff rule 4.16 (b) (ii). Therefore, a staff member holding a temporary appointment in the General Service or related categories may only apply to positions within those categories. For full information on eligibility requirements, please refer to section 5 of ST/AI/2010/4Rev.1 on Temporary Appointments.

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.