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Information Systems Assistant - Service Desk Agent

New York City (United States of America) | Washington D.C.

This position is located in the Enterprise Applications Centre-NY, Office of Information and Communications Technology, Department of Management. Under the overall supervision of UNOPS Senior Programme Manager, the incumbent reports to the Project Manager.

Functional Responsibilities:

The Service Desk Agent will be responsible for the following duties:

  • Serves as team member in the planning, development, implementation of Tier 1 support of enterprise applications, such as Umoja, Inspira, EIDMS, etc; independently liaises with users to further define and specify support requirements, by reviewing iNeed tickets and work orders;
  • Installs and trouble shoots standard software applications software using remote tools such as Go-to-Assist ; monitors Service Desk response time against pre-defined key performance indicators using appropriate monitoring tools with and produces monitoring reports;
  • Prepares technical and user documentation including SOPs for deployed enterprise applications, as well as training materials for service desk agents and conducts technical presentations;
  • Provides user support for deployed enterprise applications; performs on-going reviews with users and escalates problems to Tier 2 and responds to users requests;
  • Drafts correspondence and communications, including work plan revisions and other related issues, as well as prepares unit contributions for a variety of periodic reports;
  • Serves as focal point for coordination, monitoring and expedite enterprise applications support projects, involving extensive liaison with diverse organizational units to initiate requests; prepares standard terms of reference; processes and follows-up on administrative actions and resolves issues related to project implementation, e.g. organization of and participation in training, procurement of equipment and services, etc;
  • Keeps abreast of developments in the field of service management; performs bench marking and proposes new and streamlined processes, as required;
  • Performs other duties as assigned.

Key Competencies

Professionalism: 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.by colleagues as well as partners as a fair and transparent individual;

Education:

High school diploma or equivalent is required. Master's degree or Bachelor's degree in Information Technology, Information Management, Information Systems, Computer Science or related field is desirable. A higher education of Master's degree or Bachelor's degree can replace for some of the required years of relevant experience.

Experience:

A minimum of six years of experience in SAP or Umoja, Microsoft Office and web-based applications is required. Experience with the United Nations Common System is desirable.

Language:

Fluency in English. Knowledge of another UN official language is an advantage.

Interested candidates can apply through the following link:

https://gprs.unops.org/Pages/ViewVacancy/VAListing.aspx

Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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  • Organization: UNOPS - United Nations Office for Project Services
  • Location: New York City (United States of America) | Washington D.C.
  • Grade: Mid/Senior - Internationally recruited position - Mid/Senior level
  • Occupational Groups:
    • Administrative support
  • Closing Date: 2016-10-02

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