Helpdesk Officer

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WHO - World Health Organization

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Application deadline 2 years ago: Tuesday 12 Oct 2021 at 21:59 UTC

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Contract

This is a NO-B contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. It usually requires 2 years of experience, depending on education.

Salary

The salary for this job should be more than 2,236 USD.

Salary for a NO-B contract in Kuala Lumpur

The salary of a NO-B depends on the duty station. The minimum salary there is 10,572 MYR (~2,236 USD) Please note that depending on the location, a higher post adjustment might still result in a lower purchasing power.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

More about NO-B contracts.

OBJECTIVES OF THE PROGRAMME

The Department of Information Management and Technology has an operational and strategic role. On the one hand, the department provides relevant, quality, reliable, and cost-effective IMT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing and managing projects to address these requirements. The Chief Technology Officer sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization.

It provides services and underlying technology platforms for digital workplace and enterprise information systems. It is made of the following teams:

i) Architecture and Infrastructure: Help sets the overall technology architecture and standards and manages technology infrastructure foundation;

ii) Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace, including tools for end-users and collaboration services;

iii) Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation; and

iv) Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.

DESCRIPTION OF DUTIES

Reporting to the Group Lead (Global Service Desk) Operations and User Support (OUS), the incumbent's responsibilities include (but not limited to):

- Responsible for ensuring users are provided efficient and timely first and/or second level support during the operational hours of the Service Desk.

- Ensure staffing levels to provide acceptable response and resolution times by assigning specific tasks to appropriate staff and scheduling staff time and activities, including succession planning to fill vacant positions.

- Manage a team of Service Desk Analysts (may include Analysts in multiple office sites) including on performance evaluations, provide input on selection, award and recognition, and disciplinary.

- Make decisions daily basis related to Service Desk responsibilities.

- Resolve issues while keeping in line with the highest levels of professionalism and customer service standards.

- Accurately communicate pertinent information to all Service Desk Analysts.

- Manage IMT Service Alerts communications to end users with regards to outages, maintenance and advisories.

- Monitor identified metrics for compliance with established service levels. Identify non-compliant areas and make necessary adjustments to bring them into compliance.

- Where specific weaknesses or issues are identified, address issue in consultation with supervisor and other team members.

- Ensure a central source of information (Knowledge Base) is maintained, enabling Service Desk Analysts to recover outages with minimal disruption to expected service levels (effective Incident Management).

- Take ownership of the Incident Management and Request Fulfilment processes, in addition to participating / being informed in Change, Release, Asset and Problem management processes to ensure all potential impact to Service Desk are accounted for.

- Monitor Known Error Database (KEDB), Major Incident && Problem Tickets and ensure these are followed up to ensure timely resolution of problems

- Support multiple high priority initiatives in a fast paced highly technical environment.

- Complete tasks and/or projects within budget and schedule- Participate with the Quality Assurance, Process and Knowledge teams in the identification of gaps in customer services/analyst knowledge/skills and development of recommended adjustments.

- Coordinate training needs analysis of Help Desk personnel, and contribute to training plan delivery.

- Be proactive and innovative in detecting Incidents, including introducing control points, daily checklists etc., to ensure key services are up running.O Review Customer Satisfaction Surveys and use the information to improve services, tools, people and responds appropriately to user feedback.O Set priorities and measurable targets for self, team and team members to ensure organization's mandates are achieved. O Coordinate Service Desk improvement initiatives, Implement standards methods to drive efficiency, consistency in service delivery.O Assist in administering the WHO IT Service Management Platform, and ensuring that service requests logged are processed according to pre-agreed service levels.O Administer the Service Desk Automatic Call Distribution (ACD) and Integrated Voice Response (IVR) systems.O Perform other duties as assigned by supervisor

REQUIRED QUALIFICATIONS

Education

Essential: University degree in computer science, engineering, or information management. Desirable: Service desk management certification and other relevant professional training and/or certification (e.g. ITIL, COBIT, Microsoft , Project Management, etc.).

Experience

Essential: Minimum 2 years experience in Information Technology end-user support and business functional support in an international organization, with experience in direct supervision of service desk teams in a large international organization. Desirable: IT experience in working with international organizations, WHO ITSM Platform application management experience.

Skills

- Demonstrate strong customer service skills.

- Strong written and verbal communication skills.

- Able to speak to individuals or groups of people with poise, voice control and confidence and handle sensitive & difficult situations with tact.

- Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.

- Build and maintain effective working relationships within the team and create a harmonious team environment.

- Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.

- Capability to continuously improve the service desk's performance by analyzing its performance, identifying improvement opportunities, instructing the service desk agents, and enforcing the work instructions for service desk agents.

- Thorough knowledge of current technologies as it relates to end-user support and business strategies.

- Able to motivate and lead a team in the achievement of their objectives.

WHO Competencies

1. Teamwork 2. Respecting and promoting individual and cultural differences 3. Communication 4. Producing results 5. Creating an empowering and motivating environment 6. Creating an empowering and motivating environment

Use of Language Skills

Essential: Expert knowledge of English. Desirable: Beginners knowledge of French.

REMUNERATION

Remuneration comprises an annual base salary starting at MYR 122,690 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

  • This vacancy notice may be used to fill other similar positions at the same grade level including those of a temporary nature.

  • Only candidates under serious consideration will be contacted.

  • A written test may be used as a form of screening.

  • In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

  • Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

  • For information on WHO's operations please visit: http://www.who.int.
  • WHO is committed to workforce diversity.

  • WHO's workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.

  • WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

  • This is a National Professional Officer position. Therefore, only applications from nationals of the country where the duty station is located will be accepted. Applicants who are not nationals of this country will not be considered.

Added 2 years ago - Updated 2 years ago - Source: who.int