Help Desk Assistant - UNICEF (Apply by: September 03, 2015)

JOB DESCRIPTION

Help Desk Assistant, UNICEF, New Delhi

Help Desk Assistant, GS6, New Delhi
Closing date: 3 September 2015

If you are a passionate and committed professional and want to make a lasting difference for children, the world’s leading children’s rights organization would like to hear from you.

UNICEF, the world’s leading children’s rights organization working for the rights of children, seeks a Fixed Term for the post of Help Desk Assistant.

Purpose of the Post:

Help Desk Assistant is to provide ICT support for users in all locations, at country, and field office levels, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first and second line functions: provides business support for country, and FO locations; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentation on known problems, processes and procedures for the Service Desk.

Major Duties and Responsibilities:

1. Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions:
• Swiftly responds to incoming calls and communication for customer/business services, registers all incidents/queries, and provides first time answers and resolution as is possible. 
• Dispatches service calls, in a timely manner, to the correct groups or SMEs as appropriate. 
• Liaises with Computer Focal Points and Field Office ICT staff on resolution of common incidents/issues. 
• Works closely with Problem Management for incidents that have no workarounds or solutions.
• Tracks and monitors the incident throughout its life-cycle, including verification and closure. 
• Monitor the work of the outsourced helpdesk for the effective and timely resolution of problems while ensuring adherence to UNICEF IT policies and procedures. Provide technical assistance to field offices. Assist in drafting technical documentation as necessary. Coordinate and monitor hardware calls with vendors.
• Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems. 
• Participate in beta testing of new applications and Hardware and report on bugs and findings. Assist in global roll outs both in terms of implementation and user orientation/training as necessary. Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems
• Analyzes problems, identifies alternatives, tests and recommends solutions. 
• With the help of the outsourced helpdesk, keep the Helpdesk Calls database up to date. Analyse and identify trends and root causes. Based on the statistical analysis, address the issue of reducing the number of calls in terms of spares, training, guidelines etc. Tracks and monitors incidents throughout their life-cycle, including verification and closure. Analyses problems, identifies alternatives, tests and recommends solutions.
• Works with Business third line support to identify correct procedures and solutions in a timely manner. 

2. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure:
• Provides users with solutions to identified incidents, requests or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.
• Provides SMEs with feedback received from users, additional updates or to request for faster resolution.
• Provide support in the identification of Technology for Development (T4D) interventions required to address bottlenecks towards the achievement of programme results by end-users. Assist in identifying T4D requirements for improving the work processes of end-users. Assist in the roll-out of an office-wide T4D product.
• Provides ICT Management with feedback using daily reports; identifies and reports customer training/education needs based on requests/incidents reported to ServiceDesk.

3. Escalation is properly directed in a timely manner:
• Diagnoses and resolves ServiceDesk calls related to applications or processes redirected from the ServiceDesk first line support and escalates them to ServiceDesk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.
• Assists in maintenance of ICT ServiceDesk processes with users Departments.

4. Performance monitoring and assessment is regularly conducted for service improvement:
• Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members. 
• Provides detailed metrics periodically on Help Desk queries, analyzes them to assess staff performance, faulty areas in the ICT infrastructure causing issues, and defines training needs, for improvement in the service provided to users. 

5. Documentation and training of the ServiceDesk processes and procedures is provided to maintain internal knowledge continuity and competency:
• Ensures Help Desk processes and procedures, with particular emphasis on business processes, are well documented and kept up to date.
• Provides support in the training, development and distribution of user instructions and other related materials. Classifies and maintains the documents on the database/Intranet Web site. 
• Conducts the users training/induction process for new staff to the help desk on internal processes/procedures, help desk tools and the ICT Operation/Services environment. 
• Compiles Frequently Ask Questions and maintains knowledge databases for eventual distribution among help desk analysts and to make them available to users in Country office and field offices.

6. Assignments of additional duties and responsibilities are effectively performed:
• Performs any additional assignments as requested by the supervisor.

Qualifications, Skills and Attributes:

a) Education:
• Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification).
• Computer literacy and ability to effectively use standard office software, tools and technologies.

b) Work Experience:
Minimum Six years practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. Work experience in providing ICT support to remote field offices an asset.

c) Languages:
Fluency in written and spoken English is required. Working knowledge of Hindi an asset.

d) Competency Profile:

i) Core Values (Required)
• Commitment 
• Diversity and Inclusion 
• Integrity

ii) Core Competencies (Required)
• Communication [II] 
• Working with People [II] 
• Drive for Results [II]

iii) Functional Competencies (Required)
• Analyzing [II]
• Applying Technical Expertise [II]
• Following instructions and Procedures [II] 
• Planning and Organizing [II]

iv)Technical Knowledge:

a) Common Technical Knowledge Required (for the job group)

• Practical knowledge of computer programming, software information management, data processing applications, database development, network administration, data communications, telecommunications, hardware and software installation, service management, end-user assistance, preparation of end-user documentation and manuals.
• UNICEF Field Offices environment and use of SAP 
• Knowledge of Help Desk tools and processes

b) Specific Technical Knowledge Required (for the job)

(Technical knowledge requirements specific to the job can be added here as required.) 
• Practical knowledge of Service Delivery processes (e.g., Incident Management, Problem Management, Configuration Management, Change Management, Release Management).
• Practical knowledge of Service Support (e.g., Service Level Management, Availability Management, Capacity Management, Financial Management, ICT Service Continuity Management, Security Management) 
• Knowledge of ITIL standards of services support 
• Knowledge of server operating systems, active directory services, network operating systems platforms
• Systems roll outs and implementation in large scale ICT environment 
• Software development methodologies 
• Practices and principles of systems support 
• Practices and principles of ICT analysis, planning, design, implementation and problem resolution 
• Trends in information technologies and services management

c) Technical Knowledge to be Acquired/Enhanced (for the Job)

• Understanding of UNICEF ICT policies, procedures and guidelines (including Information Security Policy and Standards of Electronic Conduct) 
• Understanding of UN/UNICEF Financial rules and regulations, business processes and procedures 
• Understanding of UN Mission and system; and International Code of Conduct 
• Understanding of UNICEF Mission Statement and observance of UNICEF Guiding Principles

To Apply:

If you meet the requirements, please send the following documents to hda-unicef@sams.co.in by 3 September 2015:

• A completed and signed Personal History form (P-11) - mandatory
• An updated CV
• A letter of motivation

To download the P11 – Personal History form, visit the UNICEF India website at www.unicef.in and click on “Careers” at the bottom of the page. In order to ensure that your application is sorted correctly, please clearly mention the title and location of the post in the subject line of your e-mail/application. Only applications of short listed candidates will be acknowledged. This vacancy is open to Indian Nationals only.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organizations.

UNICEF does not charge a fee at any stage of the recruitment process including application, interview, meeting, traveling, processing, training etc. UNICEF is a non-smoking working environment.