ServiceDesk Support Associate

UNRWA - UN Relief and Works Agency for Palestine Refugees

Open positions at UNRWA / Open positions at UN
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Application deadline in 1 day: Sunday 7 Jul 2024 at 00:00 UTC

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Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

The UN volunteer’s task is integral to the [UNRWA] Emergency Response to the Gaza War. It involves the increase requirement to offer remote IT assistance to the Gaza Staff and UNRWA personnel operating from Cairo, including the necessity for a Duty Officer to deliver services beyond regular working hours. The assigned UN Volunteer is expected to work from 11:00 AM to 7:00PM as required.

Additional information:

National UN Specialist Volunteers in Jordan are entitled to:

• Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,068.5; • Annual and learning leaves; • Free Medical and life insurance; and • Free access to different learning platforms.

For more information on UN Volunteer benefits, entitlements and support, please visit: https://www.unv.org/volunteer-your-country-conditions-service

Under the direct supervision of the Head of End users’ services delivery, the ServiceDesk Support Associate will work closely with other members within IMTD to: • Provide first-line technical support to end-users (including remote users), including desktop and laptop support, printer, network connectivity support, and software installation and maintenance. • Respond to incidents, service requests, and problems in a timely and effective manner, ensuring that all incidents are properly logged, tracked, and resolved. Including ensuring records and documentation are accurate and up to date. • Escalate incidents and problems to the appropriate internal teams and third-party vendors and follow up on their resolution. • Provide guidance and training to end-users on the use of UNRWA's IT systems and applications. • Monitor and maintain the inventory of IT hardware and software, ensuring that all assets are properly recorded and tracked. • Participate in the testing, implementation and maintenance of IT systems and applications, ensuring that they meet UNRWA's requirements and standards, including application of software patches and security updates. • Contribute to the development and delivery of training programs for end-users on the use of UNRWA's IT systems and applications. • Develop and maintain knowledge base articles and user guides to assist end-users with common IT issues and requests. • Collaborate with other IT teams to ensure the smooth operation of UNRWA's IT systems and to identify opportunities for process improvement and automation in service delivery. • Participate in work rotation which extends beyond official working hours and respond to emergency IT incidents outside of regular business hours, when necessary. • Coordinate with vendors for IT service requests of maintenance and for the purchase of consumable IT supplies. • Perform other duties depending on the specific needs and requirements of the department.

end-user IT support and service desk operations. • Very good command of spoken and written English • Experience working in a multicultural environment is an advantage. • Desirable Qualifications: - TIL (Information Technology Infrastructure Library) Foundation Certification - Microsoft related certification such as MSCE, MCP. • Strong technical skills in desktop support, network troubleshooting, and software installation and maintenance • Excellent interpersonal and communication skills, with the ability to explain technical issues in simple terms to non-technical users. • Customer-focused with a commitment to delivering high-quality customer service. • Analytical and problem-solving skills, with the ability to identify and resolve issues quickly and efficiently. • Ability to work under pressure and manage competing priorities in a fast-paced environment. • Attention to detail and strong organizational skills.

Amman, the capital, is a peaceful city with over four million residents. People are friendly to visitors. Services in terms of banking, transportation, health and communications are easily available. Though Arabic is the official language, English is widely spoken among the majority of the population, especially in Amman. Road network is good both in terms of spread and quality of the roads. Public transportation in Amman is limited. Taxis are relatively cheap and easily available. There are a number of shopping malls, restaurants, gyms, and cinemas. A large variety of accommodation options can be found; however, it is worth noting that prices in Amman have generally increased in the past few years. There are no specific security threats. Amman is a very easy city in which to live; large, many amenities, very modern and serviced by an international airport with direct flights to most capital cities. According to the assessment of the UN Department of Safety & Security (UNDSS) Jordan is a family duty station (category A hardship).

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. National UN Volunteers are part of the insurance plan.

Added 15 days ago - Updated 2 hours ago - Source: unv.org