Officer, ICT Service Desk at UNAIDS

Main tasks and Responsibilities of the Position:

The Technology and Services(TaS) division aligns learning strategies and coordinates delivery of all UNAIDS IT learning services, including user support at a first-level diagnosis and second­ level support. The Technology and Services division promotes IT literacy, optimizing utilization of systems and enhancing the performance of users.

Reporting to the Lead, ICT Operations, the incumbent has front line responsibility for managing the activities of the Global Service Desk (GSD) / First level support, with particular attention to the provision of end-user support and conference support. The Service Desk Coordinator advocates end-user support services to ensure effective delivery within the framework of organizational requirements. Specifically:

• Manage, guide and coordinate the Global Service Desk
• Implement service desk support systems and services that promote end-user support and the optimal use of resources, noting opportunities for further improvement
• Proactively assess and translate end-user support and training requirements into projects and follow through to completion
• Ensure optimal incident, problem and service management to enhance the stability and performance of the end-user environment
• Propose innovative and sound processes leading to the refining of the Service Desk architecture, and all related technical aspects under the direct responsibility of the Global Service Desk
• Proactively identify problems and issues resulting from new developments/changes in technology to facilitate the continual development of the Global Service Desk, including fostering a positive team environment
• Proactively seek and report user's community feedback on the quality of services and advise the Lead, ICT Operations on strategic directions.
• Maintain and coordinate IT support and proximity support staff/ contacts globally to ensure smooth service desk operations.
• Oversee the on-going maintenance of a service desk incident/resolution database, providing regular statistics to the Lead, ICT Operations.
• Perform other related duties or assignments as assigned by the Lead, ICT Operations and participate in on-call rotation.

REQUIRED QUALIFICATIONS

Education:

• Essential: Advanced university degree at Master's level or equivalent in Computer Science or a related field, including ITIL Foundation Certification in IT Service Management. Or relevant technical education in the above-mentioned field or IT complimented by relevant experience. For internal candidates, first university degree and 7 years of experience will be considered as equivalent.
• Desirable: MCSE qualification, ITIL Certification

Competencies:

• UNAIDS Values
• Commitment to the AIDS response
• Integrity
• Respect for diversity

Core competencies

• Working in teams
• Communicating with impact
• Applying expertise
• Delivering results
• Driving change and innovation
• Being accountable

Managerial competencies:

• Leading Teams
• Building Relationships and Networks
• Developing and Empowering Others
• Managing Performance and Resources
• Vision and Strategic Thinking
• Exercising Sound Judgement

Experience:

• Essential: 5 years of experience in end-user support for both day-to-day helpdesk and support for conferences/meetings, together with demonstrated ability to troubleshoot problems. Sound understanding of the life cycle of service desk technologies and the ability to implement procedures to continuously and proactively monitor achievements. Excellent customer relationship skills.
• Desirable: Experience in an international environment. Knowledge of Microsoft Office 365 suite cloud environment, Windows 10, and other office automation software, web software and user support tools, good knowledge of Windows networks, and user account maintenance.