This position is located in the Information Management and Technology (IMT) Section, Programme Support and Management Services (PSMS), Office of the United Nations High Commissioner for Human Rights. The incumbent reports directly to the Supervisor of the OHCHR Help desk.
Responsibilities- Receives and logs problem calls or service requests in the tracking system, including steps taken to resolve problems or to complete tasks, problems encountered and current status, with minimum delay.
- Resolves as many problem calls or service requests on initial contact.
- Performs tasks related to scheduled service requests including equipment shipment, creation of e-mail accounts/mailing lists, guidelines for software installation, etc..
- Diagnoses and resolves any hardware, software, or connectivity problem of the users with minimum delay.
- Escalates problems arising to the appropriate parties in accordance with established procedures.
- Analyzes problems, detects problem patterns by issues and geography and recommend solutions.
- Provides basic training to end-users on the use of standard systems.
- Keeps abreast of developments in technology both in the UN and in the industry in general.
- Performs other related duties as required.
PROFESSIONALISM : Knowledge of IT Incident Management Processes; Strong knowledge of first and second level support. Ability to prioritise the work and to address tasks in order of the priority given. Communicate clearly with clients and assist them with their requests. 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
PLANNING & ORGANIZING : Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments; adjusts priorities as required. Allocates appropriate amount of time and resources for completing work. Foresees risks and allows for contingencies when planning. Monitors and adjusts plans and actions as necessary. Uses time efficiently.
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.
High school diploma or equivalent is required.
Work ExperienceAt least five years of experience in the information technology field is required. Three years experience within the UN is desirable.
LanguagesEnglish and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of French or Spanish is required.
AssessmentEvaluation of qualified candidates may include an assessment exercise which will be followed by competency-based interview.
Special NoticeThis 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.
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. Staff members who were granted a fixed-term, continuing or permanent appointment as a result of having passed a predecessor test recognized by the Office of Human Resources Management, and who have continuously held such appointments, are not required to take the new test.
The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position.
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.
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.