UNICC Service Desk Technician 2024 United Nations UN Jobs
JOB DETAIL
JOB DETAILS:
International Computing Centre Service Desk Technician United States UNICC Jobs 2024
International Computing Centre looking for “Service Desk Technician”. Applicants with a High School Diploma may apply on or before 23-Jul-24.
The International Computing Centre has published a job vacancy announcement on 02/07/2024 for qualified applicants to fill in the vacant post of Service Desk Technician to be based in New York , United States. For more jobs, please visit https://unjoblink.org
Company Name: International Computing Centre
Job Title: Service Desk Technician
Duty Station: New York , United States
Country: United States
Application Deadline: 23-Jul-24
Responsibilities:
The incumbent will work under the direct supervision and guidance of the Service Desk Supervisor, within the Service Desk Unit (OPCS) and in close collaboration with the UNJSPF Contact Centre team. The incumbent could be requested to do any other tasks of similar level in related fields. Within the delegated authority, the Service Desk Technician will perform Service Desk / Contact Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:
- Efficiently Manage Service Calls: Log, classify, and prioritize service calls and system events following our Standard Operating Procedures (SOPs) to ensure swift and effective responses
- Task Processing: Process assigned technical and business-related tasks with precision and attention to detail
- User Issue Analysis: Prioritize and analyze user basic issues, adhering to our SOPs to deliver timely solutions
- Escalation Management: Resolve service calls efficiently, and escalate Tier 2 issues to maintain high service standards
- On-the-Spot Solutions: Provide quick and effective over-the-phoneresponses to routine queries, ensuring immediate resolutions within the scope of our services
- Timely Escalation: Assign and escalate operational issues promptly to avoid service level breaches, following our defined processes
- Seamless Shift Transitions: Under guidance, ensure smooth hand-overs across different shifts and time zones, maintaining consistent service quality
- Knowledge Sharing: Contribute to knowledge sharing, helping update and enhance our Knowledge Base
- Support: Provide support on a 24/5 or 24/7 shift basis, demonstrating flexibility and commitment to our clients
- Other: Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full time basis upon request from the senior management
Requirements:
Experience and Skills required:
Essential:
- At least three (3) years of experience in the IT or CRM sector, including proven experience within an ICT Service Desk/Call Centre or other customer-facing support role in a global or culturally diverse environment. A completed university degree from an accredited institution will be counted towards minimum work experience requirements
- Broad technical background and knowledge of ICT services
- Good working knowledge of CRM or any call logging/ticketing software
- Ability to effectively manage multiple streams of investigation
- Logical and analytical approach to solving problems
- Demonstrated experience in working with Microsoft office tools and other standard applications
Desirable:
- Experience working in an Automated Call Distribution environment
- Knowledge of Front end/ Back end Technologies
- Experience working in an ITIL/ISO20000 environment
- Knowledge at providing Tier1 support to users in any of the following technical areas
o Business applications
o Enterprise systems
o Mail systems
o Basic network troubleshooting
o Desktop and Hardware maintenance - Experience with supporting users in Spanish or French
Education:
Essential:
- Graduation from secondary school supplemented by specialised training in IT and/or Customer Service will be acceptable
Desirable:
- First university degree in Information Technology and/or Customer Service or other related field
- Customer Service Certification
- ITIL foundation certificate
- HDI Support Centre Analyst certification
Languages:
- English: Expert knowledge is required
- French: Intermediate knowledge is required
Global Competencies:
- Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
- Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written
communications. Ensures that information is shared. - Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
- Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks
opportunities for continuous learning and professional growth. - Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
- Setting an example: Acts within ICC’s / WHO’s professional, ethical and legal boundaries and encourages others to adhere to these. Behaves consistently in accordance with clear personal ethics and values.
