Service Desk Analyst - IT Assistant

SERVICE DESK ANALYST - IT ASSISTANT (SEVERAL POSITIONS) (HQ/13/GMG/TASR54)

20 November 2013

The mission of WHO is the attainment by all peoples of the highest possible level of health.

Vacancy Notice No: HQ/13/GMG/TASR54

Title: Service Desk Analyst - IT Assistant (several positions)

Grade: G5

Contract type: Temporary Appointment under Staff Rule 420.4

Duration of contract: 6 months (initially)

Date: 19 November 2013

Application Deadline: 10 December 2013

Duty Station: Kuala Lumpur, Malaysia

Organization unit: HQ/GMG General Management (HQ/GMG), HQ/ITT Information Technology and Telecommunications (HQ/ITT)

Global Service Desk (GSD)

OBJECTIVES OF THE PROGRAMME :

The ITT department's main objective is to provide high quality and cost effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all.

The objective of the GSD team is to serve all individuals associated with WHO by being innovative in providing high quality, relevant, efficient and professional solutions and support.

Description of duties:

Reporting to the Global Service Desk (GSD) IT Team Lead. The incumbent is the first point of contact and main resource in WHO in providing first and second level user support and coaching on both ICT and IT Global Application issues, and he/she will have to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as to ensure that guidelines/policies are followed.

The incumbent's responsibilities include (but not limited to):

• Providing the interface for customers for ICT and IT Global Application end-user support at first and second level, via phone, e-mail, and web (Siebel ERM portal) on supported software and hardware platform, as per pre-defined service levels.

• Monitoring and taking action upon incoming service requests or incidents assigned to GSD IT main queue (Siebel) and its associated mailboxes.

• Taking Total Contact Ownership of Service Requests and Incidents, monitoring the end-to-end SR lifecycle and ensuring the reported issues or enquiries are resolved to the customers' satisfaction.

• Obtaining the necessary information from end-users and registering the details in Siebel in an efficient, accurate, and complete fashion as per the GSD Call Handling and ITSM Processes.

• Assigning support requests that cannot be resolved at the service desk to the appropriate support group for resolution, while monitoring the SR lifecycle as per the Total Contact Ownership process.

• Informing end-users of the solutions in a timely manner, and asking them to verify the solutions.

• Contributing to the GSD Knowledge Management initiatives.

• Adhering to the Major Incident and Problem Management process when there are any potential high-impact incidents or problems affecting end-users and supported IT platforms.

• Providing input and feedback to the relevant service owners and ITT teams regarding the performance and enhancement of the WHO computing environment in accordance to the GSD Escalation procedure.

• Contributing to Service Desk Projects and Continuous Service Improvement (CSI) Programmes.

• Other duties and responsibilities as assigned by supervisor.

REQUIRED QUALIFICATIONS

Education:

Essential

• Completion of secondary, technical, or commercial school education.

Desirable

• Vendor and non-vendor specific certifications in customer service, Windows, Office, and networks.

• ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services/call center environments.

Skills:

Essential

• Good knowledge of Windows clients and Microsoft Office applications.

• Good knowledge of all models of desktops, notebooks, and other ICT peripherals supported in WHO.

• Good knowledge in service desk systems and ITSM/ITIL Processes.

• Excellent phone etiquette and phone handling skills/techniques.

• Capability to translate the language of customers into useful technical information and vice versa.

• Ability to multi-task.

• Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.

Desirable

• Good knowledge of WHO ICT and IT Global Applications.

WHO Core competencies:

1. Producing results.

2. Communicating in a credible and effective way.

3. Moving forward in a changing environment.

Experience:

Essential

• At least 5 years' experience in IT end-user support in a large networked PC based environment.

Desirable

• Experience in providing IT end-user support in international organizations in developing countries, and experience in WHO computing environment. Attended training in global shared services/call center.

Languages:

Essential:

• Excellent knowledge of English both written and spoken to respond to enquiries and communicate effectively and courteously.

Desirable:

• Working knowledge of French would be an asset.

Additional Information:

This position works on a shift based schedule. Such shifts may occur during late evening / or early morning hours.

• This vacancy is open to candidates in the local commuting area.

• Only candidates under serious consideration will be contacted.

• Other similar positions at the same level may be filled from this Vacancy Notice.

• A written test may be used for screening purposes.

• The following priority order will be observed in the screening of candidates: 1. WHO staff members (Continuing, Fixed-Term and Temporary appointments), 2. External candidates.

Annual salary:

(Net of tax)

MYR 45,838 at single rate

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment . The system provides instructions for online application procedures.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.

WHO is committed to workforce diversity.

Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.

WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.