Service Desk Technician
JOB DETAIL
The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.
Purpose of the Position:
Act as contact center agent in the provision of day to day support to UNICC’s partners and customers as per SDA and/or agreed procedure.
Objectives of the Programme:
The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.
Main duties and responsibilities:
The incumbent will work under the direct supervision and guidance of the Service Desk Supervisor, within the Service Desk Unit (OPCS) and in close collaboration with the UNJSPF Contact Centre team. The incumbent could be requested to do any other tasks of similar level in related fields. Within the delegated authority, the Service Desk Technician will perform Service Desk / Contact Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:
- Efficiently Manage Service Calls: Log, classify, and prioritize service calls and system events following our Standard Operating Procedures (SOPs) to ensure swift and effective responses
- Task Processing: Process assigned technical and business-related tasks with precision and attention to detail
- User Issue Analysis: Prioritize and analyze user basic issues, adhering to our SOPs to deliver timely solutions
- Escalation Management: Resolve service calls efficiently, and escalate Tier 2 issues to maintain high service standards
- On-the-Spot Solutions: Provide quick and effective over-the-phoneresponses to routine queries, ensuring immediate resolutions within the scope of our services
- Timely Escalation: Assign and escalate operational issues promptly to avoid service level breaches, following our defined processes
- Seamless Shift Transitions: Under guidance, ensure smooth hand-overs across different shifts and time zones, maintaining consistent service quality
- Knowledge Sharing: Contribute to knowledge sharing, helping update and enhance our Knowledge Base
- Support: Provide support on a 24/5 or 24/7 shift basis, demonstrating flexibility and commitment to our clients
- Other: Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full time basis upon request from the senior management
Recruitment Profile
Experience and Skills required:
Essential:
- At least three (3) years of experience in the IT or CRM sector, including proven experience within an ICT Service Desk/Call Centre or other customer-facing support role in a global or culturally diverse environment. A completed university degree from an accredited institution will be counted towards minimum work experience requirements
- Broad technical background and knowledge of ICT services
- Good working knowledge of CRM or any call logging/ticketing software
- Ability to effectively manage multiple streams of investigation
- Logical and analytical approach to solving problems
- Demonstrated experience in working with Microsoft office tools and other standard applications
Desirable:
- Experience working in an Automated Call Distribution environment
- Knowledge of Front end/ Back end Technologies
- Experience working in an ITIL/ISO20000 environment
- Knowledge at providing Tier1 support to users in any of the following technical areas
o Business applications
o Enterprise systems
o Mail systems
o Basic network troubleshooting
o Desktop and Hardware maintenance - Experience with supporting users in Spanish or French
Education:
Essential:
- Graduation from secondary school supplemented by specialised training in IT and/or Customer Service will be acceptable
Desirable:
- First university degree in Information Technology and/or Customer Service or other related field
- Customer Service Certification
- ITIL foundation certificate
- HDI Support Centre Analyst certification
Languages:
- English: Expert knowledge is required
- French: Intermediate knowledge is required
Global Competencies:
- Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
- Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written
communications. Ensures that information is shared. - Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
- Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks
opportunities for continuous learning and professional growth. - Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
- Setting an example: Acts within ICC’s / WHO’s professional, ethical and legal boundaries and encourages others to adhere to these. Behaves consistently in accordance with clear personal ethics and values.
Other Information
Eligibility:
This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.
Compensation:
Annual Salary Estimation (net of tax at single rate):
- New York, USA: USD 47,831
UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.
Closing date for applications:
Applications will be accepted until midnight (Geneva Time) on 23 July 2024.
Notes:
- Technical and/or personality tests may be carried out as part of the selection process
- Only short-listed candidates will be contacted
- Though you may not be selected for this advertised position, the UNICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position
Please inform us should you require any specific accommodation to facilitate your application
The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.
For applications to be valid, they must contain a motivation letter and the filled Personal History Form.
