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System Support Associate (GSuite)

Copenhagen

  • Organization: UNOPS - United Nations Office for Project Services
  • Location: Copenhagen
  • Grade: Administrative support - LICA-6, Local Individual Contractors Agreement
  • Occupational Groups:
    • Information Technology and Computer Science
  • Closing Date: Closed

Background information - ICT

UNOPS Information and Communication Technology (ICT) unit´s purpose is to embed innovation and harness cutting-edge technology to deliver solutions to UNOPS that truly address business needs as well as provide greater effectiveness, efficiency and differentiation to UNOPS products and services. UNOPS ICT unit is responsible for architecting, designing, delivering, and managing all UNOPS ICT infrastructure and business applications. The unit includes Enterprise Architects, Business Analysts, Solutions Designers and Developers from all around the world which are based primarily in Denmark and Thailand.  

We are looking for highly skilled and motivated individuals who will help us position UNOPS ICT as a truly transformative part of UNOPS.  

Functional Responsibilities

In 2018 UNOPS began implementing GSuite in the organization. Starting with Drive/Docs/Sheets/Slides, Google+, Chat and Meet and now migrating the entire organization to Gmail and Calendar. Therefore we are looking for a System Support Associate with a GSuite speciality to provide global helpdesk support to UNOPS users. Alongside the helpdesk support, you will also will perform periodic end user training through different means - online, face-to-face or via video guidance.  
Under the supervision of the System Support Team Lead and in close coordination with the rest of the System Support team, your functions, among others, will be:

1. Provide GSuite support to end-users 
  • Identify, analyse and resolve issues, ensuring a responsive and service minded approach.

  • Provide solutions to inquiries about functionalities and issues, by seeking technical advice and support from online sources, other members of the System Support team, colleagues, and subject matter experts and thus building own capacity and knowledge.

  • Ensure optimal quality services by maintaining ownership of all reported problems until the appropriate resolution is reached and communicated to the person reporting the problem.

  • Follow up on incoming queries, reassign tickets.

  • Maintain a log of requests serviced, solutions provided and outstanding issues.

  • Liaise with suppliers to obtain third level support.

  • Creation and modification of user accounts.

  • Accurately and extensively document and maintain the creation and modification of user profiles

  2. Provide GSuite training to end-users
  • Provide support to the identification of training needs

  • Facilitate and/or conduct training sessions (workshops, webinars, webcasts, one-to-one, online)

  • Under the guidance of the Systems Support Team lead, produce and update training materials 

Education/Experience/Language requirements

Education
  • High School Education required
  • University degree in Computer Science, Information Technology and Information Systems or other relevant discipline is an advantage and may substitute for some of the required years of experience
Experience
  • Minimum 6 years of experience in a support function, focusing on process and/or system support is required

  • 2 years of GSuite experience covering at least Gmail, Calendar, Drive, Meet, Chat, Docs, Sheets, Slides and Google+ in a corporate environment is required

  • Experience in user training is required

  • Experience from a GSuite support function is highly desired

  • Demonstrable experience using applications for Help Desk Support and Developing User Training materials is an asset

  • A Google Cloud certification in GSuite would be an asset

  • The successful candidate should demonstrate a service-minded approach, possesses good communication skills, good IT understanding, has the ability to learn, and works as a team player


Language requirements 
  • Full working knowledge of English is essential.
  • Knowledge of another official UNOPS language is an asset


Competencies


Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).
Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.
Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.
Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.
Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

Contract type: ICA
Contract level: LICA 6
Contract duration: Open-ended, subject to organizational requirements, availability of funds and satisfactory performance



For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx 

Additional Considerations

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
  • UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.

Background Information - UNOPS

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.


This vacancy is now closed.
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