Consultant – IT Service Desk Agent, (Local); (UNICC Partnership)

Result of Service

UNRWA is an equal opportunity employer and welcomes applications from both women and men.
UNRWA encourages applications from qualified women. Only those applicants shortlisted for an interview will be contacted. UNRWA is a non-smoking environment.

Work Location

Gaza, Jordan, Lebanon, Syria, or West Bank

Expected duration

6 to 11 months

Duties and Responsibilities

• Act as a single point of contact for all incoming service requests, log all incoming service desk to the service desk system.
• Maintains a log of the ICT forms requesting ICT services and open tickets; assigns forms to ICT Service Desk staff and files these forms.
• Analyzing and resolving incidents according to established operational procedures.
• Escalating incidents when necessary and identifying and employing measures to prevent recurrence. Managing support requests until closure
• Produce monthly reports and statistics from the service desk system.
• Follows up on pending service desk tickets with users, updates them with progress and follows up with the ICT service desk team on pending requests.
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
• Assisting in developing or improving technical service policies or technical documentation
• Producing technical documentation or user manuals as required.
• Performing other duties as required.

Qualifications/special skills

Academic Qualifications:

A university degree or master's degree from an accredited educational institution in information technology, information management, Information systems, computer science, computer engineering, Software engineering, Business Administration, Management, or other related disciplines;

Experience:

• A minimum of 4 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills.
• knowledge in the Microsoft for Education environment.


Desirable Qualifications:

• ITIL Certification


Competencies:

• Excellent English written and verbal communication skills, interpersonal and collaborative skills.
• High degree of initiative, dependability, and ability to work with minimal supervision.
• High level of personal integrity, as well as the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
• Ability to deliver quality results.
• Excellent writing and presentation skills
• Strong analytical and problem-solving skills.
• Language fluency in English is required (verbal and written).
• Excellent telephone manners, interpersonal skills.
• Teamwork skills.
• Emotional intelligence in customer service.

Language

• Fluency in spoken and written English.


Contract Conditions:

• The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds.
• Remuneration for this consultancy will be starting from $1300.00 and depends on years of experience and qualification.
• The incumbent can be in any UNRWA field of operation (Gaza, West Bank, Lebanon, Syria, Jordan).

Additional Information

UNRWA has signed a Memorandum of Understanding (MoU) with UNICC to enhance livelihood and human development opportunities for Palestine refugees in Gaza. By this new collaboration, UNRWA becomes a provider of Information Management and Technology services and capacity augmentation to UNICC technical team on a cost-recovery basis through IMTD/IT Service Center (ITSC) in HQ-Gaza.

UNRWA Information Management and Technology Department (IMTD) is seeking an IT Service Desk Agent who will enhance the capacity of the team, to support the operations in the delivery of support services to its customers following the IT frameworks and standards and support of demanding customers from a service desk perspective.


The consultant will report administratively to the Head Information Technology Service Centre at Headquarters Gaza and report technically to United Nations International Computing Center (UNICC).

¿ Please indicate if you are a Palestinian Refugee and provide your registration card number if applicable.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.