Operations Associate, Service Desk

Overview

Support candidates and stakeholders at UNV's Service Desk.

You have:

• Secondary education is required.
• A minimum of 6 years of experience in customer support is required if holding secondary education.
• A minimum of 3 years of experience in customer support is required if holding a bachelor's degree.
• Experience with MS Office 365 is required.
• Fluency in English is required.
• Proficiency in Spanish is required.

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education.

Salary

The salary for this job should be more than 2,609 USD.

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.

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

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 Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (Headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

Reporting to the Operations Associate, Service Desk, in Bonn, the Operations Associate, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV’s Service Desk by email, through contact forms or other case creation channels. The incumbent works in close collaboration with all VSS functional groups and teams, VSC, Regional Offices, Field Units, and other relevant subject matter experts for resolving volunteer-related questions and issues. She/He promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.

Duties and Responsibilities

1. Provision of user-support through UNV’s Service Desk

• Review and assign incoming cases in line with established procedures and responsibilities;
• Respond to inquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel in English, Spanish and/or French and ensure timely and accurate case resolution as per KPIs;
• Develop the Service Desk knowledge base of queries and resolutions;
• Develop new or revised enquiry templates and other self-service content contributing to improve clarity of information, in line with the evolving nature of queries received;
• Translate standard Service Desk correspondence and self-service content in all three UNV working languages;
• Manage chatbot content and train the chatbot based on actual user interactions;
• Escalate cases to relevant subject matter experts, especially in the Financial Resources Management Section (FRMS), the Volunteer Solutions Section (VSS), the Human Resources Section (HRS), the Executive Office (EXO) and the Information and Communications Technology Section (ICTS) for guidance and clarification on questions related to finance, volunteer policies, standard operating procedures, learning, reporting, and systems;
• Ensure compliance with UNV policies and procedures, and record information and actions in relevant systems;
• Contribute to solving recurring issues faced by users of UNV’s systems, processes and policies through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience;
• Monitor satisfaction with support provided, follow up when relevant and seek opportunities for enhanced service desk efficiency.

2. Contribution to operational services to UN Volunteers

• As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers’ engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies;
• Guide and support candidates, UN Volunteers and partner agencies on the Conditions of Service, as well as and on the volunteer cycle;
• Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes;
• Alert supervisor on deficiencies or risks and provide guidance on applicable regulations, rules and policies to ensure full compliance with accountability framework.

3. Facilitation of knowledge building and knowledge sharing

• Provide inputs to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels in using UNV’s Service Desk tools effectively;
• Synthesize knowledge and integrate into UNV’s Service Desk knowledge base for internal and external consumption;
• Engage with, learn from, and make sound contributions to knowledge networks and communities of practice;

• Provide inputs and feedback for the improvement of Service Desk related IT systems and processes that enable the Section’s timely and quality service delivery.

  4. Management Support

• Support the Team in the coordination of the team meetings, annual work planning and reporting processes;

• Serve on a rotational basis as a focal point for the Volunteer Solutions Section on specific roles;

• Perform any other duties assigned by the supervisor.

  Competencies

Core:

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

Communications

• Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
• Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Customer Satisfaction/client management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the customers’ real needs;
• Provide input to the development of customer service strategy;
• Look for ways to add value beyond clients’ immediate requests;
• Ability to anticipate clients’ upcoming needs and concerns.

Operations Management

• Ability to effectively plan, organize, and oversee the Organization’s business processes to convert its assets into the best results in the most efficient manner.
• Knowledge of relevant concepts and mechanisms.

Knowledge Facilitation

• Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas.
• Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.

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.

Effectiveness

• Project Quality Assurance

  Required Skills and Experience

  Education:

• Secondary education;

• University degree (Bachelor’s degree) in human resources, business or public administration is desirable, but it is not a requirement;

• Training in Salesforce Service Cloud would be an asset.

  Experience:

• A minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of experience in customer support, personnel management, client service, and online collaboration/communication;

• Experience in MS Office 365 is required;
• Experience with Salesforce Service Cloud would be an asset;
• Experience in web-based customer service software and web-based management systems/ERP is required;
• Experience in an international or non-profit context would be an asset;
• Experience working with volunteers would be an asset.

Language requirements:

• Fluency in English;

• Proficiency in Spanish.

  Disclaimer

• Only short-listed applicants will be contacted.

• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of Colombia only.

• All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station are at the expense of the applicant.

  Important information for US Permanent Residents ('Green Card' holders)

  Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

  UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

  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.

  Non-discrimination

  UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

  UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

  Scam warning

  The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

Potential interview questions