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  • Organization: UNICEF - United Nations Children’s Fund
  • Location: Budapest
  • Grade: Consultant - Contractors Agreement - Consultancy
  • Occupational Groups:
    • Information Technology and Computer Science
    • Human Resources
    • Operations and Administrations
  • Closing Date: 2018-10-18

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Individual Consultancy, Customer Care Agent, Global Shared Services Centre, Budapest, Hungary

Budapest (Hungary)

The key role of the Customer Care Agent is to support users in all locations (country offices, regional offices, and headquarters) and to ensure that effective and efficient solutions are provided.

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?

The key role of the Customer Care Agent is to support users in all locations (country offices, regional offices, and headquarters) and to ensure that effective and efficient solutions are provided.

The agent is expected and has agreed to work for any 8 hours shift during the day (24x7), on a rotation basis.

This will involve:

  1. Provide user support as Single Point of Contact:

Perform the activities of a Service Desk:

  • Answer telephone calls, ensuring that all incidents/queries are recorded and classified; and provide first time resolution using the scripts provided by SMEs and existing resources
  • Assist Skype for Business callers and record incidents and actions taken
  • Check incoming information (calls, e-mails, requests, etc.) and ensure that all incidents are registered
  • Appropriately and timely dispatch service calls to the correct assignment groups
  • Liaise with Computer Focal Points and Field Office IT staff on resolution of common incidents/issues and requests
  • Maintain internal FAQs and workarounds for known issues and generate reports as needed
  • Research for solutions or workarounds, using the tools provided by IT Management, data and information provided by the users or SMEs
  • Work closely with Problem Management for incidents that have no workarounds or solutions
  • Track, own and monitor the incident throughout its life-cycle, including verification and closure.
  • Support project roll outs and implementation of new processes
  • Process requests that need action by Identity and Access Management Team
  • Respond to general GSSC business queries using the available knowledgebase
  • Work with SMEs at all locations (Business and Technical) to identify correct procedures and solutions in a timely manner
  • Perform any other relevant duties as requested by supervisors
  1. Communicate with:
  • Users: to provide solutions to reported and/or identified incidents, requests or services interruptions; provide timely feedback, status or progress report as per established policies and procedures; to provide the Forward Schedule of Changes (FSC) for planned and short-term changes of service levels
  • SMEs: to provide feedback received from users, additional updates or to request for faster resolution;
  • Customer Care Management:  to provide feedback using end-of-shift or daily reports; identify and report customer training/education needs based on requests/incidents reported to Customer Care
  1. Escalate incidents from:
  • Users (GSSC, country offices, regional offices, and headquarters]
  • Service Now Incidents or Requests that were not addressed as per SLA
  • SMEs (GSSC, ICTD, DFAM, DHR, etc.) and vendors (Mission Control, Microsoft, or others as needed)
  • GSSC and ICTD Management (regional offices, and headquarters)
  1. Maintain documentation:
  • Repository of relevant information for use by end users
  • Workarounds for known problems
  • Processes and procedures used by Customer Care, as required
  • Knowledge base articles

As an advocate for every child, you will have:

  • Completion of Secondary education (high school degree) supplemented with training at university level in: Business Administration or Computer Science (A+ or equivalent experience);
  • Practical experience in providing ICT and business customer support and services: desk side and phone support and remote assistance;
  • ITIL Foundation Certificate or Equivalent Customer Support Certification;
  • Good written and oral communication skills;
  • Advanced knowledge of client operating systems (Windows 7, 8 or 10);
  • Hands on experience of Applications such as MS Office 2016, Office 365, PC utilities, Internet, ITSM software such as Service Now, Remedy or Service Manager, etc.;
  • Understanding and experience on any function of ERP (SAP, Oracle, PeopleSoft…) would be an advantage;
  • Working knowledge of Server Operating systems (Windows Server 2012/2016), network technologies (Routers, Switches, firewalls) focusing on support side;
  • Ability to work in a team environment is required;
  • Ability to work in a multi-culturally diverse environment;
  • Knowledge of English required. Additional UN Language is an asset;
  • Knowledge of UNICEF/UN or International NGOs work environment rules & regulation would be an asset; 
  • Female candidates are encouraged to apply

Location and duration:

The job will be performed at Customer Care section of the GSSC which is located at 1077 Wesselényi utca 16/a, Budapest, Hungary. The consultancy is expected to start in October 2018. The consultant/expert is expected to do the job from within the UNICEF premises on a shift basis (50% regular shift that starts between 7:00-11:00am, and 50% afternoon shifts, nights or weekends).  The initial duration is for six months with a possibility of extension to eleven months, subject to satisfactory performance.

 Payment information:

Payment is calculated based on daily rate subjects to satisfactory performance as per the ToR. Candidates are required to submit a fixed daily rate based on the understanding that this work is shift based. Payments are processed when the approved invoices are submitted by the consultants on a monthly basis.

Note: Individual consultants are not a standard employment arrangement, thus they are entirely responsible for the payment of all insurances, taxes, other contributions payable by the consultant on the payments made by UNICEF to the consultant for his invoices issued under this contract.  

Evaluation Criteria

UNICEF considers best value for money as criteria for evaluating potential candidates. As a general principle, the fees payable to a consultant or individual contractor follow the "best value for money" principle, i.e., achieving the desired outcome at the lowest possible fee.

Candidates who are under serious consideration will be invited to a telephone interview and will be evaluated by the following criteria:

Technical Evaluation Criteria (70 points possible)

Passing total score for Technical Evaluation is 45 points.

•        ICT Customer Service Experience (25 points)

•        Technical ICT knowledge/experience (Windows OS 8/10, Windows Server OS, Networking, ITSM, O365, ITIL, SAP) (35 points)

•        Language and other skills (10 points)

Total points of Evaluation (70 points)

Financial evaluation (30 points possible)

Offers’ format:

The consultant should ensure that all pricing information is provided in accordance with the following:

The currency of the offers shall be in HUF. Invoicing will be in the currency of the offer. All prices/rates quoted must be exclusive of all taxes as UNICEF is a tax-exempt organization.

For every Child, you demonstrate…

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

View our competency framework at
http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

Please submit your application through UNICEF's online recruiting system in English.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on sexual exploitation and abuse, and on any kind of harassment, including sexual harassment, and discrimination.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
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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