Global Service Desk Associate

Kuala Lumpur

Organization: UNDP - United Nations Development Programme
Location: Kuala Lumpur
Grade: Administrative support - GS-6, General Service - No need for Higher Education - Locally recruited position
Occupational Groups:
- Operations and Administrations
- Administrative support
- GLOBAL SERVICE DESK
Closing Date: Closed

Background

The United Nations Development Programme is the global development network of the United Nations system that is on the ground in 177 countries, with its Headquarters in New York, USA. The Bureau for Management Services (BMS) is a central Bureau tasked with the development of corporate strategies, policies, tools and systems in key cross-cutting management areas. Drawing on sound analytics and a risk-management approach, BMS supports the achievement of development results through management advice, innovative business solutions, and other corporate services in line with international best practices and evolving needs and expectations of development partners. BMS also ensures policy adherence in operations management within UN Rules & Regulations, safeguarding UNDP’s accountability vis-à-vis Member States and other stakeholders.

UNDP is an operational backbone to the UN system: providing payroll, financial transactions, common premises, treasury investments, procurement, legal services to UN agencies. UNDP provides IT support for 13 UN entities with 40,000 United Nations and external users of the UNDP’s Atlas ERP system, as well as information and communication technology (ICT) and application solutions for the United Nations field presence. To support the UNDP Digital Strategy 2020-2023 and enable the digital transformation of the organization, the Information & Technology Management (ITM) unit is tasked with developing and operating the enabling corporate technology platforms and providing related services that power the digital transformation including: (1) advice, administration and acceleration services to promote delivery of maximum business value of each platform; (2) a global service desk operation; (3) and outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.

Within the Information & Technology Management (ITM) unit is the Global Service Desk that has the basic mandate of providing a single point of contact to manage client support, service requests and incidents related to the organization’s corporate applications including Enterprise Resource Planning systems, Content Management systems (SharePoint Online and AEM/Adobe CQ5), Microsoft collaboration tools among others.

The unit is currently operating on a follow-the-sun method providing support to UNDP country offices in the Asia Pacific, Europe, the Middle East, Africa, North and South America time zones. In addition, it provides extended support to various units within the Information & Technology Management (ITM) unit; and, to various offices and work streams within the Bureau of Management Services (BMS) and UNDP partners across the globe.

To meet increasing end-user requirements, the Global Service Desk is seeking to retain the services of a Service Desk Associate for an initial period of one year. The successful candidate will join the unit in supporting the global user community as well as identifying evolving user support needs for the corporate applications and tools identified above. The incumbent will also work closely with various UNDP units in support of the applications/tools and functions, as well as user education and adaption.

Decisions:

The Global Service Desk Associate is expected to make informed decisions on specific-trouble-shooting details following careful analysis of cases using our official ticketing system and ensure timely coordination with other members of the team, with other partners should a business decision is required.

Recommendations:

As a member of the Global Service Desk team, the incumbent is responsible for providing logical recommendations based on standard operating procedures (SOP), UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions.

Duties and Responsibilities

1. Provide reliable incident identification and resolution support:

To provide Tier-1 support including incident identification and resolution in areas of UNDP IT applications, hardware and platforms, IT Infrastructure, Microsoft collaboration tools using the ITSM.
To escalate and to follow-up issues to different support teams if needed.
To track user trends and issues and escalate these to appropriate teams including United Nations International Computing Center (UNICC) and Production Support team.

2. Assist in system enhancements and end-user trainings:

To assist in the testing of new UNDP IT platforms and system enhancements, corporate applications including collaboration tools providing feedback to developers, track leaders and business focal points.
To assist in developing training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required.

3.Provide support for corporate assistance and improvements:

To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity.
To provide quality information or solutions for the unit’s FAQ site as part of the unit’s e-support strategies.
To perform other helpdesk duties and responsibilities as required by the Chief of Global Service Desk.

Competencies

Core:

Innovation

Ability to make new and useful ideas work

Leadership

Ability to persuade others to follow

People Management

Ability to improve performance and satisfaction

Communication

Ability to listen, adapt, persuade and transform

Delivery

Ability to get things done while exercising good judgement

Technical/Functional:

Troubleshooting/Problem-solving

Systematic search for the source of a problem in order to solve it, and make the product or process operational again

Teamwork

Ability to be part of collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way

Adaptability

Quality of being able to adjust to new conditions, learn new systems and thrive in an ever-changing environment.

Required Skills and Experience

Education:

Secondary Education with specialized certificate in administrative and information technology training, office management and business administration.
Bachelor’s Degree in Information Technology, Computer Science or Business Administration
ITIL 4 Foundation is a plus

Experience:

At least 6 years with Secondary Education or 3 years with a Bachelor Degree, of relevant experience in a global helpdesk environment
At least one year of hands on experience in PeopleSoft is preferable
Familiarity with SharePoint and Microsoft collaboration tools
Technical knowledge of troubleshooting software and hardware problems for users’ computer
Proven track record of working and contributing positively in a team environment.
At least 6 years of working experience supporting complex corporate applications in a service desk environment
Working knowledge of ServiceNow is desirable
Working knowledge of PeopleSoft CRM is a plus
Knowledge of UNDP corporate applications (PeopleSoft, Office 365, Zoom, DocuSign)
Experience in Incident Management and identification/handling of user trends and issues
Experience in systems testing, feedback and analysis reporting
Experience in troubleshooting users’ computer – hardware and software

Language Requirements:

Excellent oral and written communication skills in English, knowledge of other UN Language (Arabic, Chinese, French, Russian, or Spanish) is a valuable asset.

Disclaimer

Important applicant information

All posts in the GS categories are subject to local recruitment.

Internal mobility at GSSU is strongly encouraged and we reserve the right to reassign the newly appointed staff members with similar skillset and educational qualifications for similar functions and job categories at the same level in GSSU. The internal lateral movements will be determined based on the needs of the organization while allowing the newly recruits to broaden their skills, build networks and gain fresh experience and to better align their profiles with the jobs.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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This vacancy is now closed.
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