JOB SUMMARY

The Business Innovation and Support Section (BIS) of UNICEF GSSC is seeking to build a pipeline of qualified IT Assistants at the GS-5 level. This is a great opportunity for career development in a fast-paced, multicultural context and for taking the first step towards an international career as part of the UN family.

The key role of Information Technology Assistants (Customer Care) is to support users in all locations (country offices, regional offices, and headquarters) and to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure, Business and GSSC services. In addition, IT Assistants are expected to handle other tasks or projects assigned by the supervisor. These positions require the successful candidate to work in 24×7 shifts.

The vacancy is created to fill any temporary and regular IT Assistant (Customer Care) GS-5 level positions in BIS.

Key functions, accountabilities, and related tasks:

• Business and Technical support: Liase with other GSSC Sections, ICTD and Headquarter Divisions to handle IT or business-related inquiries and complaints received from UNICEF staff at all levels, through various channels, conducting thorough investigation, problem analysis and the resolution of these issues in a timely and professional manner.

• Collaborate with Business and Technical SMEs at GSSC and other HQ Offices to inform improvements to business processes and IT system enhancements.
• Maintenance of knowledge base library, provide work shadowing and business continuity.

For further information please consult the detailed Job description

To qualify as an advocate for every child you will have…

• Completion of Secondary education (high school degree) supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering, Business, Administration, Finance, or Human Resources. Coursework in any of these fields, supplemented with relevant certifications, is a plus.  An ITIL Foundation Certificate or an equivalent customer support certification is also desirable.
• A minimum of five years’ practical work experience (with secondary education) in Information technology, Business, Administration, Finance, Human Resources, or equivalent qualifications.
  A bachelor’s degree in related fields may replace three years of related work experience.  A master’s degree may replace an additional two years of work experience.
• Practical work experience in providing technical and business application support is required along with practical experience and working knowledge of various computer platforms and applications.
• Experience in providing support to a developmental agency’s field operations and/or supporting users in all key business systems and equipment is desirable.
• Basic general IT knowledge, including Office 365 suite, MS Azure Cloud, SAP R3/HANA and Microsoft SharePoint.
• Good organizational abilities and adherence to established procedures, ensuring a well-structured and efficient work environment.
• Ability to work in shifts and effectively manage tickets.

• Attention to detail and ability to provide well-documented records.
• Good communication and collaboration skills to effectively support internal and external stakeholders and to collaborate with external vendors.
• Willingness to learn the interdependencies between business processes and IT services, ensuring alignment and efficiency.
• Familiar with incident management, major incident management, and problem management processes.
• Proficiency in ITIL change management and problem management best practices is a plus.
• Fluency in English (verbal and spoken) is required. Knowledge of an additional official UN language (Arabic, Chinese, French, Russian or Spanish), or local language of the duty station is considered is an asset.

Applicants must be nationals of Hungary, EU countries or in possession of a valid long-term Hungarian work permits (not sponsored by any employer) already at the time of application. Applicants are required to attach copies of their valid Hungarian permits which allow them to work full-time to their applications.