Temporary Appointment: IT Assistant (Global Help Desk), GS-5, Customer Care, Global Shared Services Centre, Budapest, Hungary

UNICEF Global Shared Services Centre is seeking an IT Assistant Temporary Appointment in our Customer Care Section. This role will provide first tier support to restore normal service to users as quickly as possible, fix technical faults, and fulfil service requests, answer queries and provide other support as needed to allow users to continue working. This role serves as point of contact between Subject Matter Experts and users/customers in all UNICEF locations for all matters related to ICT service provisioning.

UNICEF works in 190 countries and territories to protect the rights of every child. UNICEF has spent 70 years working to improve the lives of children and their families. Defending children's rights throughout their lives requires a global presence, aiming to produce results and understand their effects. UNICEF believes all children have a right to survive, thrive and fulfill their potential – to the benefit of a better world.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary supports UNICEF operations globally in the areas of Finance, Human Resources, Payroll and Information Technology.

How can you make a difference?
UNICEF Global Shared Services Centre is seeking an IT Assistant Temporary Appointment in our Customer Care Section.  This role will provide first tier support to restore normal service to users as quickly as possible, fix technical faults, and fulfil service requests, answer queries and provide other support as needed to allow users to continue working. This role serves as point of contact between Subject Matter Experts and users/customers in all UNICEF locations for all matters related to ICT service provisioning.
 
This will involve:

Incident Management duties
• Log incidents.  Answer phone calls, assist walk-ins, or address event triggered incidents.      
• Categorize and prioritize incidents.
• Perform initial diagnosis.  Discover full symptoms, determine source of problem and how to correct it. Use diagnosis scripts and known errors.
• Escalate Incident to Tier 2 when needed.  Continue to facilitate communication with users, Local Site Administrators (LSAs) and Subject Matter Experts (SMEs) as needed; review/monitor escalations of aged incidents and service calls waiting for users, LSAs, SMEs and Regional IT staff.
• Investigation and Diagnosis (understand chronological order, identify events that might have triggered incidents, knowledge searches for previous occurrences, and incidents/problems records within the first-point resolution time limit (OLA for Tier 1)
• Resolution and Recovery.  Ensure user understands provided solutions, provide remote assistance to diagnose and implement solution within the first-point resolution time limit (OLA for Tier 1) without the support of other teams.
• Generate daily Service Desk reports (Open Tasks and Incidents for SMEs, etc.)
• Generate Service Desk End of Shift Reports (Activities performed by the Shift, etc.)
• Generate Weekly Reports (Open incidents and Tasks for escalation purposes, etc.)

Access Management duties
• Create Task in Service Manager for service requests and assign them appropriately.
• Reset/Unlock passwords and accounts for global systems (AD, SAP, WebHRIS).
• Create access request on behalf of users when requested (i.e. APPROVA Requests).

Perform Project related activities and other assigned tasks.
• Create Tasks in Service Manager for release process for new services and systems.
• Support the compilation of Frequently Asked Questions.
• Other tasks as assigned by the supervisor.

As an advocate for every child, you will have…
• Completion of secondary education (high school diploma) is required.
• University level courses in computer science, information systems, engineering, telecommunications, or equivalent qualifications is desirable.
• Advanced knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is required
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable
• Minimum of five (5) years relevant experience in information technology (IT) is required.   A completed university degree from an accredited institution will be counted toward the minimum work experience requirements.
• Work experience with a development organization with multi-cultural and diverse environment is an asset.
• Work experience in dealing with Customer Support and Services is desirable.
• Knowledge of UN/UNICEF'S rules, regulations and procedures is considered an asset.
• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is a strong asset.
• Non - Hungarian citizens must be in possession of a work permit or be nationals of EU countries.

Working Conditions
• General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.
• The IT Assistant is expected and has agreed to work any 7 hour shift during the day  (24/7), on a rotation basis, as per the schedule shared by the supervisor
• User satisfaction is always the first priority.

Duration
The duration of this Temporary Appointment is through 22 October 2017.
 
For every Child, you demonstrate…
Our core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all backgrounds to apply.