|Posting Title:||INFORMATION SYSTEMS ASSISTANT (Customer Support-Helpdesk), G5|
|Job Code Title:||INFORMATION SYSTEMS ASSISTANT|
|Department/Office:||United Nations Office at Vienna|
|Posting Period:||05 August 2020 – 03 September 2020|
|Job Opening Number:||20-Information Management Systems-UNOV-139375-R-Vienna (O)|
Org. Setting and Reporting
This position is located in Customer Support Team (CS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna and United Nations Office on Drugs and Crime (UNOV-UNODC), in Vienna. The incumbent will work under the direct supervision of the Team Leader, Customer Support Team and the overall supervision of the Chief, ITS.
For more information on UNOV-UNODC, please visit the following websites: www.unov.org and www.unodc.org .
The Information Systems Assistant will perform the following specific duties:
•Provide proficient support in iNeed service delivery. As an iNeed agent, this entails handling Vienna calls/requests through the iNeed global system.
•Provide first level technical support to users using iNeed for UMOJA requests.
•Provide iNeed training to colleagues in Vienna. Prepare and provide short targeted training sessions to new iNeed agents.
•Coordinate elevated iNeed issues with the iNeed/USD main focal points.
•Prepare short guides/training sessions for users of Microsoft O365.
•Act as Vienna focal point for internal cryptographic communication.
•Answer the IT Customer Support telephone lines and communicate professionally with users. Log enquiries and/or requests for assistance from users in the form of calls to the UNOV Helpdesk telephone or through e-mail messages; maintain accurate log entries with fault details and contact information.
•Respond to moderately complex requests and inquiries by providing technical guidance remotely to enable callers to solve problems. As necessary, dispatch unresolved enquiries to ITS colleagues for handling.
•Check the call log regularly to follow up on further action taken until satisfactory resolution of each case, bringing to the attention of responsible colleagues any upstanding situations within the established time frame; Communicate and record, review relevant information to appropriate staff inside the work unit.
•Prepare and provide accurate weekly statistics of calls and tickets handled by the Customer Support Team.
•Provide payroll clearances of ITS equipment/services issued to separating UNOV/UNODC staff.
•Research and evaluate new CRM and other software products ensuring user friendliness and compatibility with current operational standards.
•Conduct basic market analysis, small feasibility studies, market research.
•Assist the Customer Support Team in various other related tasks as required.
•Replace Team Leader at meetings and/or events as necessary.
•Carry out other related duties as assigned by the Team Leader of Customer Support and the Chief, ITS.
•Professionalism: Has knowledge of relevant IT applications and good technical skills. Is able to participate in the maintenance of applications and provide user support. Is able to respond to changing requirements and assignments and is able to apply good judgment in the context of assignments given. Has knowledge of general office and administrative support including administrative policies, processes and procedures. Has good knowledge of the United Nations System. Has good knowledge of PC Operating Systems, MS Office and Lotus Notes. 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.
•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.
High school diploma or equivalent.
A minimum of 5 years of progressively responsible work experience in information systems administration and maintenance and administrative and office support functions preferably in a large organization is required.
Experience in general office automation software, local area networks and Lotus Notes functionality is required.
Experience within the UN Secretariat, UN Common System or other international organization is desirable.
English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.
Evaluation of qualified candidates may include a technical test and a competency-based interview.
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. Non-local candidates will be considered only when no suitable candidate from the duty station is identified and will be subject to local recruitment. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.
Other Skills and Requirements
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 after submitting an application.
The GGST is a proctored entry-level examination at the duty station. Any travel expenses incurred in order to take the examination are the responsibility of the candidate and will not be reimbursed by the Organization.
Having passed the Administrative Support Assessment Test [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.
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.
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.
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.
Above texts are copied from United Nations Official Web Page (careers.un.org)
Copyright 2020 United Nations. All rights reserved
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