IT Assistant, Budapest, Hungary

• Organization: UNICEF - United Nations Children's Fund
• Country: Hungary
• City: Budapest
• Grade: G-5

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Closing date: Friday, 23 October 2015

IT Assistant (GHD Tier 1), GS-5, GSSC Office, Budapest, Hungary
Vacancy No: E-VN-2015-002580
Duty Station: Budapest
Country: Hungary
Region: HQ ONY
Job Level
Position#: GSC16173
Application Close: 23-Oct-15
Contract Type: Long-term Staff (FT)
Purpose of the Position
The incumbent provides first tier support to restore normal service to users as quickly as possible, fix technical faults, and fulfil service requests, answer queries and provide other support as needed to allow users to continue working. S/he serves as point of contact between Subject Matter Experts (SMEs) and users/customers in all UNICEF locations for all matters related to ICT service provisioning.
Key Expected Results

• The IT Assistant is expected and has agreed to work any 7 hour shift during the day (24/7), on a rotation basis, as per the schedule shared by the supervisor
• User satisfaction is always the first priority.

1. Incident Management duties.

• Log incidents. Answer phone calls, assist walk-ins, or address event triggered incidents
• Categorize and prioritize incidents.
• Perform initial diagnosis. Discover full symptoms, determine source of problem and how to correct it. Use diagnosis scripts and known errors.
• Escalate Incident to Tier 2 when needed. Continue to facilitate communication with users, Local Site Administrators (LSAs) and Subject Matter Experts (SMEs) as needed; review/monitor escalations of aged incidents and service calls waiting for users, LSAs, SMEs and Regional IT staff.
• Investigation and Diagnosis (understand chronological order, identify events that might have triggered incidents, knowledge searches for previous occurrences, and incidents/problems records within the first-point resolution time limit (OLA for Tier 1).
• Resolution and Recovery. Ensure user understands provided solutions, provide remote assistance to diagnose and implement solution within the first-point resolution time limit (OLA for Tier 1) without the support of other teams.
• Generate daily Service Desk reports (Open Tasks and Incidents for SMEs, etc.).
• Generate Service Desk End of Shift Reports (Activities performed by the Shift, etc.).
• Generate Weekly Reports (Open incidents and Tasks for escalation purposes, etc.).

2. Access Management duties.

• Create Task in Service Manager for service requests and assign them appropriately.
• Reset/Unlock passwords and accounts for global systems (AD, VISION, WebHRIS).
• Create access request on behalf of users when requested (i.e. APPROVA Requests).

3. Perform Project related activities and other assigned tasks.

• Create Tasks in Service Manager for release process for new services and systems.
• Support the compilation of Frequently Asked Questions.
• Other tasks as assigned by the supervisor.

4. Perform other duties as required.
Qualifications of Successful Candidate

• Completion of secondary education (i.e. high school diploma) is a minimum requirement
• University level courses in computer science, information systems, engineering, telecommunications, or equivalent qualifications is desirable.
• Advanced knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is required
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable
• Minimum of five (5) years relevant experience in information technology (IT) is required *
• A completed university degree from an accredited institution (i.e. degree certificate in-hand) will be counted towards the minimum work experience requirements
• Work experience with a development organization with multi-cultural and diverse environment is an asset.
• Work experience in dealing with Customer Support and Services is an asset.
• Knowledge of UN/UNICEF'S rules, regulations and procedures is considered an asset.
• Fluency in English (verbal and written) is required. Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is considered an asset
• Knowledge of the local language of the duty station is highly desirable.

Non - Hungarian citizens must be in possession of a work permit or be nationals of the EU* countries.
Please note that General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements as these are not the organization's responsibility.

• Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom

Competencies of Successful Candidate

• Communicates effectively to varied audiences, including during formal public speaking.
• Able to work effectively in a multi-cultural environment.
• Sets high standards for quality of work and consistently achieves project goals.
• Analyzes and integrates potentially conflicting numerical, verbal and other data from a number of sources.
• Demonstrates and shares detailed technical knowledge and expertise.
• Sets clearly defined objectives and plans activities for self, own team or department.
• Ensures that team or department follows relevant company policies and procedures.

Remarks
Please be informed that all applications to UNICEF are handled via UNICEF's online recruiting system. You can apply to the above position by creating your profile and submitting your application on our web site.
Kindly note that all applications should be in English and that applications outside of the online recruiting system will not be accepted.
Please note that this is a mass recruitment campaign for the newly established GSSC Office in Budapest, Hungary. Based on the Organization's requirements of services at the time of appointment, contracts' durations may range from five and a half months up to one year. Upon completion of this initial fixed-term contract, extension will be subject to satisfactory performance, continued requirements of services, availability of funds and medical clearance by the UN Medical Director in New York.
Monthly emoluments will be made in the local currency, the Hungarian Forint.
Onboarding dates will be determined on a case by case basis contingent on the business needs of the center.
Successful candidates may be expected to assume their new duties within thirty (30) days from the acceptance of the offer of appointment.
The working schedule for certain functions will be determined according to the needs of the Organization.
This Vacancy Announcement entails ten (10) positions of IT Assistant at GS-5 level (GHD Tier 1) in the IT section within the GSSC Office
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 organisation.