Consultant – Multilingual Service Desk Management Assistant (EN, FR, etc.), 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 - Assist retirees and beneficiaries who have redeemed a code to join the DCE (Digital Certificate of Entitlement) but have not submitted a DCE enrolment. - Provide support to retirees and beneficiaries who have submitted an enrolment for approval but have not set up an appointment to verify the enrolment. - Assist retirees and beneficiaries in rescheduling missed appointments for DCE verification, ensuring they select a new suitable time. - Guide retirees and beneficiaries through the process of resubmitting enrolment in case of rejection. - Offer assistance to retirees and beneficiaries with approved enrolments who require guidance in issuing their DCE. - Drafts correspondence and responds to telephone inquiries in connection with the above situations. - Participates in training activities related to the above work, including installing a test version of the DCE App on his/her phone and conducting test enrolments in order to fully understand how the App functions and use the expertise to help retirees and beneficiaries. Performs other duties as required. - Perform other duties as assigned.

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 5 years of experience for a bachelor’s degree and a minimum of 3 years for a master’s degree in a Service Desk environment, supporting customers, and the following functional and technical skills. - Knowledge in customer relationship management (CRM) and task management software. - Knowledge of computer programs and hardware.

DESIRABLE Qualifications - ITIL Certification

Competencies: - Communication: - Excellent English written and verbal communication skills, interpersonal and collaborative skills. - Listens to others, correctly interprets messages from others, or asks questions to clarify, and responds appropriately. - Teamwork: - Solicits input by genuinely valuing others' ideas and expertise; is willing to learn from others - Places team agenda before personal agenda - Planning & Organizing: - Allocates appropriate amount of time and resources for completing work - Monitors and adjusts plans and actions as necessary - Uses time efficiently

Language: - Fluent in spoken and written English. - Speaks fluently more than one foreign language: French, Spanish, etc.

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 1,600.00 USD, depending on the fund availability, qualifications, and relevant experience. - The incumbent can be in any UNRWA field of operations (Gaza, Jordan, Lebanon, Syria, or West Bank).

Languages Language: - Fluent in spoken and written English. - Speaks fluently more than one foreign language: French, Spanish, etc.

Additional Information UNRWA has signed a Memorandum of Understanding (MoU) with United Nations International Computing Center (UNICC) to enhance livelihood and human development opportunities for Palestine refugees in Gaza.

United Nations International Computing Center (UNICC) is a UN agency that provides IT services to other UN agencies on a cost-recovery basis.

UNRWA Information Management and Technology Department (IMTD) is seeking a platform administrator responsible for supporting the global operations of platform services hosted at UNICC Data Centre and partners. The selected candidate will join the T2 platform operations team of UNICC.

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.