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

IT & Telecom Information Management

Overview

Provide IT support for virtual conferences and enhance customer experience.

You have:

• A university degree or master's degree from an accredited educational institution in related disciplines.
• Minimum of 4 years of experience for a bachelor's degree in IT management, and providing direct support for conferences.
• Minimum of 2 years of experience for a master's degree in IT management and conference support.
• Knowledge of another UN official language (Arabic, Chinese, French, Russian or Spanish).

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 - Provide support for virtual online conferences/webinars - Collaborate with the other UNICC departments to uncover needs for upcoming events or conferences. - Collaborate with UNICC learning section to assist in the technical training related to RSI applications to participants. - Assist with assisting and guiding participants in IT related best practices. - Provide informative material to participants in the required languages (pdfs and how-to videos if possible) - Configure the virtual room based on the needs of each meeting. - Support remote conferences and assist the presenters and attendees during the event. - Provided high-quality customer support to high-level dignitaries. - Support audio and video setup, during the remote events. - Perform the role of remote moderator if required. - Maintain and troubleshoot virtual conference rooms to ensure good performance and operability. - Follow up with conference organizers to ensure meetings run smoothly. - Creatively solve and meet the growing needs of the conferences and events. - Respond to email and telephone support requests. - Provide software support and troubleshoot on Microsoft Windows/ Mac operating systems. - Maintain records of support provided. - 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:

• Minimum of 4 years of experience for a bachelor's degree and a minimum of 2 years for a master's degree in IT management, and providing direct support for conferences, supporting customers.

Desirable qualifications:

• Knowledge of another UN official language (Arabic, Chinese, French, Russian and Spanish.)
• Knowledge of the following IT areas: Microsoft Windows and MAC Operating systems, Microsoft Teams, Zoom
• Knowledge of remote interpretation platforms (Kudo, Interprefy, etc.)

Competencies:

• Communication - Professional communication skills and highly developed people skills. - Demonstrates cultural sensitivity and renders unbiased interpretation to ensure an accurate exchange of information. - Excellent verbal and written communication skills; able to generate high quality conversations, emails, and messages to individuals at all levels of the organizations. - Excellent problem-solving skills, strong attention to details. - Strong time management and organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to details. - Listens to others, correctly interprets messages from others, or asks questions to clarify, and responds appropriately. - Ability to work under pressure to deliver high quality support to high level participants.

• Teamwork - Ability to work effectively and harmoniously within a team from varied cultures and professional background. - Strong team skills with ability to create good relationship across different departments

• Planning & Organizing: - Meticulous attention to quality of work especially when supporting clients - Strong ability to organize while being sensitive to time constraints and resource availability - Good decision-making ability and attention to details

Contract Conditions:

¿ The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds. ¿ Service Desk IT customer support for conferences is required to work on a rotation basis, to cover the 24/7 operations, including nights and weekends based on an eight-hour shift during weekdays and a 12-hour shift during weekends. ¿ Remuneration for this consultancy will be $1,500.00 and depend on fund availability, qualifications, and relevant experience. ¿ The incumbent will 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 a Service Desk IT Support for Conferences Agent who will enhance the team's capacity to support operations in providing Remote Simultaneous Interpretation (RSI) IT support services to its customers by following IT frameworks and standards (ITIL operations and transition, ISO 27001 security). The RSI Support Team is responsible for supporting remote events in conjunction with our Interpretation and Professional Services support teams. Our support covers two main areas: project assistance and event support. This includes technical support prior to an event, remote monitoring during an event, remote support to participants ensuring that necessary equipment is configured to meet requirements, hardware support and liaison with RSI vendors technical teams as needed.

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.

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: careers.un.org