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Service Desk Associate (Tier 3) (NPSA7)

Kuala Lumpur

  • Organization: UNDP - United Nations Development Programme
  • Location: Kuala Lumpur
  • Grade: Administrative support - NPSA-7, National Personnel Services Agreement
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
  • Closing Date: 2023-02-08

Background

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The United Nations Volunteers (UNV) programme is administered by UNDP and follows all UNDP rules and regulations. UNV is the UN system common service that promotes volunteerism to support peace and development worldwide. Volunteerism can transform the pace and nature of development and it benefits both society at large and the individual volunteer. UNV contributes to peace and development by advocating for volunteerism globally, encouraging partners to integrate volunteerism into development programming, and mobilizing volunteers.

UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. ICTS is working in close collaboration with UNDP ITM department.

 

Duties and Responsibilities

1. Respond to service desk tier 3 inquiries

  • Monitor and respond to user needs, questions, and general inquiries using UNV’s corporate service desk platform (Salesforce) for the tier 3 cases. Timely resolve and/or escalate to Systems Development Specialist or other ICTS team members the complex technical cases.
  • Provide prompt and accurate functional guidance to client queries. Liaise with relevant staff at Information and Communications Technology Unit (ICTS), Volunteer Services Centre (VSC), Volunteer Solutions Section (VSS) and other parts of UNV for specific inputs as necessary.
  • Support the coordination work among ICTS team and external vendors regarding service desk tier 3 cases. Ensure all systems-related tier 3 inquiries are correctly categorized in the Salesforce service desk platform.
  • Propose improvements and system reconfiguration based on incoming service desk inquiries.
  • Closely work with the Service Desk team (all tiers) and support in drafting knowledge articles and chatbot intents to increase the share of inquiries responded on the service desk tier 0 level (self-service and chatbots).

2. Supports testing new features in UNV systems before and after the deployment

  • Support in testing new functionalities, especially related to these related to the service desk tier 3 cases; provide support with root cause investigations.
  • Support the creation of user stories related to resolving infrastructure issues in the UNV corporate task management platforms (e.g., ClickUp).
  • Propose improvements in system reconfiguration based on incoming service desk inquiries.
  • Closely work with the Service desk team and support in drafting knowledge articles with a goal to decrease the number of escalated to tier 3 cases.

3. Facilitate knowledge building and knowledge sharing

  • Contribute to relevant knowledge and learning products development efforts, including for the standard user documentation and various user guides.
  • Share and disseminate synthesis of lessons learned and best practices directly linked to systems management.
  • Make sound contributions to knowledge networks and communities of practice.
  • Perform other duties as required.

 

Institutional Arrangement

The NPSA will work under the direct supervision of the Systems Development Specialist in ICTS.

 

Competencies

Core Competencies:

Achieve Results

  • Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

  • Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

  • Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

  • Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

  • Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

  • Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

  • Appreciate/respect differences, aware of unconscious bias, confront discrimination

 

Cross-Functional & Technical Competencies:

IT Service Delivery & Operations

  • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience.
  • ISO 20000 knowledge. ITIL certification or similar desirable.

User Experience and business analyst

  • Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset

IT Customer Support

  • Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience
  • Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable

Data literacy

  • Understand the potential as well as the limitations of using data driven innovation
  • Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration

Required Skills and Experience

Education:

  • Secondary education
  • A university degree in information technology, computer science is desirable but not a requirement.

Experience:

  • 7 years of relevant experience in business analysis or systems support
  • Working Experience in using Salesforce Service Desk
  • Working Experience in working in a global Service Desk
  • Working experience with SQL queries
  • Working experience using Azure portal & services
  • Working Experience in IT Business Analysis and requirements gathering
  • Working Experience in testing Software and applications
  • Supplementary training in information technology is desirable
  • Training in software development or testing is desirable
  • Experience in analyzing workflow instances in Camunda BPM workflow engine is desirable
  • Excellent writing and oral communication skills in English

Disclaimer

  • Only short-listed applicants will be contacted;
  • The successful candidate will hold a UNDP personnel service agreement.
  • This post is for local recruitment only. It is open to citizens of Malaysia or holders of residence and unlimited work permits for Malaysia.

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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