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:

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