Org. Setting and Reporting

This post is located within the Information and Communications Technology Section (ICTS), Administrative Services Division (ASD) of the Economic and Social Commission for Western Asia (ESCWA). The Information Technology Assistant reports directly to the Team Leader, Customer Support Team (CST) and will be under the overall supervision of the Chief, ICTS.

Responsibilities

The Information Technology Assistant will be responsible for carrying out the following:

Service Coordination
1.Receives and logs local and enterprise service requests in the request management system (customer relationship management or CRM) with minimum delay;
2.Creates and assigns work orders in accordance with established procedure;
3.Liaises with other areas of ASD, ICTS and HQ/OICT to facilitate completion of service requests in a timely manner;
4.Provides advice to customers regarding ICT standards and workflow processes;
5.Attempts to resolve service requests on initial contact on relevant hardware and software systems applications in assigned area, especially on identity management for ICT applications;
6.Performs quality assurance procedures to ensure client satisfaction;
7.Escalates problems encountered to the supervisor or technical teams;
8.Provides basic training to end users on the use of standard systems;
9.Provides guidance to less experienced staff on service desk activities, including best practices in customer interaction;
10.Performs filing and record-keeping tasks for the section, such as support in time and attendance monitoring, support in ICT record management related to equipment clearance for separating or transferring staff members, and key keeper functions;
11.Generates relevant statistical reports on service desk performance;
12.Performs other duties as required;

Asset Management and Inventory
13.Receives, unpacks, and inspects selected incoming ICT equipment or consumables;
14.Maintains and updates assets and asset transactions (notifications, reservations, etc.) in the automated inventory management system/ERP in accordance with established procedures;
15.Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
16.Monitors inventory levels of various ICT equipment and consumables, and alerts supervisor when low thresholds are reached;
17.Performs a wide range of functions related to equipment distribution, movement and disposal;
18.Generates relevant statistical reports;
19.Performs other duties as required;

Physical Requirements
20.May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment, on daily basis;
21.May be required to work on shift assignments on weekdays to maintain the service coverage from 07:30 to 17:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends;
22.May be required to visit user’s premises to resolve problems on their computers;
23.May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Competencies

Professionalism – Knowledge of user support in information technology areas. Excellent interpersonal skills, able to provide high-quality user support. Knowledge of ICT asset, equipment and inventory management. 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. Certification in client service skills desirable, such as ITIL Foundation or other client service certification is desirable.

Work Experience

A minimum of three (3) years of progressively responsible professional experience in ICT customer support and a recent minimum of two (2) years of progressively professional experience in ICT asset and inventory management are required. Working knowledge of a customer relationship management system (CRM) and of an ERP in the areas of inventory and property management is desirable.

Languages

English and French are the working languages of the United Nations. Arabic is also a working language of ESCWA. For this position, fluency in written and spoken English and Arabic is required.

Assessment

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test when they are short-listed for a job opening. Having passed the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters, Economic Commission for Africa, Economic and Social Commission for Western Asia, United Nations Office at Geneva, United Nations Office at Vienna, International Criminal Tribunal for Rwanda or International Criminal Tribunal for the former Yugoslavia may be accepted in lieu of the GGST per applicable eligibility guidelines. 

In addition to the above, the shortlisted candidates will undergo a substantive written assessment related to the functions of the post and a competency-based interview. Only short-listed candidates will be contacted.

Special Notice

Appointment against this post is on a local basis; candidates shall be recruited in the country of the duty station, irrespective of nationality and length of time the candidate may have been in the country. If no suitable candidate is identified, overseas candidates will be considered subject to a passing grade on the relevant entry-level examinations at the duty station. 

Staff members are subject to the authority of the Secretary-General, who may assign them to any task or function in the organization. In this context, all staff are expected to move periodically to new functions during their careers in accordance with established rules and procedures. 

The candidate is responsible for any expenses incurred in order to take the examination and, in the event of an employment offer, any costs relating to travel and relocation to the duty station.

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 or sexual abuse, or crimes other than minor traffic offences, 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.

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.

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.