Service Desk Officer

Org. Setting and Reporting

The incumbent reports to the Senior Service Desk Officer.

Responsibilities

Provides first level Information Management and Technology (IMT) support services to end-users, in accordance with established standards, policies and operating procedures, including:
- Provision of Tier-1 level support and troubleshooting of department-specific information management systems and
applications;

- Provision of Tier-1 level support and troubleshooting of IMT devices, applications and services in UNRWA areas of
operation as required;

- Fulfilling end-user requests for IMT services within established Service Level Agreements (SLAs), including access
to application systems and computer or mobile resources;

- Performing user account management;

- Identifying and resolving/escalating reported incidents, analyzing issues, identifying systemic problems, and
recommending appropriate solutions;

- Escalating incidents with accurate documentation to suitable support teams or vendor;

- Using remote tools and diagnostic utilities to aid in troubleshooting;

- Maintaining and timely updating the service desk system with accurate statuses of all assigned service requests and
incidents;

- Collecting and analyzing feedback from end-users and making recommendations to the appropriate internal team.

Installs new or updates existing end-user IMT hardware, mobile devices and software, including operating system and anti-virus software, in accordance with established standards; prepares and maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices and provision of minor IMT equipment;

Conducts end-user training needs assessment with substantive contribution to the development of end-users training materials and provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software packages;

Prepares and supports requested IMT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection services; provides daily video conferencing connectivity and troubleshooting services;

Provides general information and advice to end-user queries on IMT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT hardware, software, or mobile equipment;

Creates help sheets and FAQ lists for end users and contribute to knowledgebase as needed;

Assists with implementation of projects related to end-user service delivery services;

Performs such other duties as may be assigned.

Competencies

Following Instructions and Procedures;
Coping with Pressure and Setbacks;
Relating and Networking;
Adapting and Responding to Change;
Learning and Researching.

Education

A university degree from an accredited educational institution in information technology, information management, computer science, or other related discipline (Masters degree with 2 years of relevant experience may be considered).

Microsoft Office Specialist certification.

Work Experience

Required a minimum of three years progressive responsible and relevant experience in
IT Service or Help Desk experience providing user support in a network
computer environment including one year with video conference facilities
management and support; (For Masters degree holders, 2 years of relevant experience may be considered)

Required work experience with video conference technology, Microsoft Windows based
desktop technology, Microsoft Office software suite, Microsoft 365 solutions and
working in an ITIL-driven environment with knowledge of ITIL principles and
processes.

Languages

Very good command of spoken and written English and Arabic.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

Please make sure that your application is filled properly, correctly, and completely; any missing or incomplete information may lead to the rejection of the application by the system.

If the recruitment process generates a large number of applicants who pass the test, the Agency may interview only the top passing applicants to ensure sufficient number of candidates to be listed on a recommended list or an employment roster based on the Agency’s needs. This is intended to ensure efficiency and timeliness of the recruitment process.


Type of Contract: Employment Roster

This vacancy notice is open to internal and external candidates. Only candidates residing in Lebanon, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Lebanon, and without a valid work permit, the appointment may be rescinded.

Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities.

UNRWA, the largest United Nations operation in the Middle East with over 30,000 staff working across five areas of operation, is looking for highly committed professionals wishing to make a change.

Only applications that have been fully completed in UNRWA’s online e-recruitment system (Inspira) will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate.

For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade.

Equivalency: Equivalency may apply for this post.
NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.


Desirable qualification:
ITIL Foundation Certification;
Communication and customer care and training;

Conditions of service:
Monthly basic salary USD 1,395.7.40 + SPLAI USD 167 + SPLAII USD 150
Other benefits include monthly Provident Fund contribution (15.2% of basic salary paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency allowance (if applicable).
Candidates need to check the Junk Email as emails from INSPIRA may go to Junk; it is the candidate's responsibility to check his/her email.

Additional information:
The incumbent may be required to travel inside the area of operations.

The vacancy will be shown on INSPIRA after 24 hours from the posting date.
Sending CVs by email are not acceptable and they will be automatically ignored.


Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered.

The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending.

UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations.

The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework.

In line with this mission, the Agency works towards five strategic outcomes: (a) Palestine refugee rights under international law are protected and promoted; (b) Palestine refugee health is protect and disease burden is reduced; (c) school – age children complete quality, equitable and inclusive basic education; (d) Palestine refugee capabilities are strengthened for increased livelihood opportunities; and (e) Palestine refugees are able to meet their basic human needs of food, shelter and environmental health.

UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live.

UNRWA is a United Nations agency whose staff are therefore expected to uphold the highest standards of integrity, neutrality and impartiality. This includes respect for and commitment to human rights, diversity, and non-violent means of dealing with all kinds of conflict. UNRWA staff are expected to uphold these values at all times, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs.

UNRWA is a non-smoking work environment.
The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description.
For queries and questions please contact recruitmentquestions@unrwa.org (no CVs are to be sent to this email).

Please find below the link to a video that guides applicants on how to apply to Job Openings that approach you for guidance:

https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing


For more details on UNRWA, please visit: https://www.unrwa.org/

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her.

UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups.

At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

UNRWA Considerations
UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List.
UNRWA is a non-smoking work environment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.