Closing date: Sunday, 7 February 2016
Senior Information Communication Technology Assistant, GS-7, Sana'a, Yemen
Job no: 493929
Work type: Fixed Term Staff
Location: Yemen
Categories: Support: Operations, G-7
If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.
For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.
Purpose of the Position
Under the direct supervision of the ICT Officer, the incumbent will provide ICT support for users in all locations, at country 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; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentations on known problems, processes and procedures for the Global Help Desk.
MAIN DUTIES AND RESPONSIBILITIES: 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
Timely
and proper Info Communication Technology support is provided to users,
SMEs and ICT Management for maintaining the organization's computer
systems infrastructure
Education
Core Values
If you meet the requirements stated above, you must send the below to yemenhr@unicef.org not later than 07 February 2016: The duly completed United Nations Personal History form – P11 (which can be downloaded from www.unicef.org/employ) stating telephone number, email address and detailed contact address. You may also attach your curriculum vitae, however screening will be based on information in the Personal History Form (P11).
Applications with No Signed Personal History Form (P11) will not be considered.
Create an excel file and attach it with your application documents in which you must provide us with the below information:
Any application with no clear indication in the subject line about the post & vacancy announcement number will not be considered.
While UNICEF seeks to recruit the best talent in the Yemeni labor market to be able to deliver the best possible services for the children in Yemen, we would like to make it clear that we never use any third party in any of the recruitment processes for all junior and senior positions advertised. All received applications are treated with high level of transparency and professionalism. Only applicants whose profiles meet the advertised job requirements are considered and only within the announced deadline.
Advertised: Aus. Eastern Standard Time
Applications close: Aus. Eastern Standard Time
Job no: 493929
Work type: Fixed Term Staff
Location: Yemen
Categories: Support: Operations, G-7
If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.
For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.
Purpose of the Position
Under the direct supervision of the ICT Officer, the incumbent will provide ICT support for users in all locations, at country 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; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentations on known problems, processes and procedures for the Global Help Desk.
MAIN DUTIES AND RESPONSIBILITIES: 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.
- 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.
- Works with Business third line support to identify correct procedures and solutions in a timely manner.
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- 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.
- Helps maintain the Organization's computer systems infrastructure or its web and data base application Supporting websites.
- Provides SMEs with feedback received from users, additional updates or to request for faster resolution.
- Provides ICT Management with feedback using end-of-shift or daily reports; identifies and reports customer training/education needs based on requests/incidents reported to Global Help Desk.
- Diagnoses and resolves Global Help Desk calls related to applications or processes redirected from the Global Help
- Desk first line support and escalates them to Global Help Desk 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 service Global Help Desk processes with users Departments.
- 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.
- 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.
- Develops training plans for the second line business team members to ensure appropriate level of knowledge on the business issues. Helps develop technical documents and manuals.
- Conducts the users training/induction process for new staff rotating 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 HQs and field offices.
- Performs any additional assignments as requested by the supervisor.
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.
- 3
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 in developing countries an asset. Work experience in emergencies.
- Fluency in English and Arabic required.
- Knowledge of another official UN language or a local language is an asset.
Core Values
- Commitment
- Diversity and Inclusion
- Integrity
- Communication
- Working with People
- Drive for Results
- Analyzing
- Applying Technical Expertise
- Following instructions and Procedures
- Planning and Organizing
If you meet the requirements stated above, you must send the below to yemenhr@unicef.org not later than 07 February 2016: The duly completed United Nations Personal History form – P11 (which can be downloaded from www.unicef.org/employ) stating telephone number, email address and detailed contact address. You may also attach your curriculum vitae, however screening will be based on information in the Personal History Form (P11).
Applications with No Signed Personal History Form (P11) will not be considered.
Create an excel file and attach it with your application documents in which you must provide us with the below information:
- Name
- Date of Birth
- Gender
- Qualification
- Current Post
- The Most Recent Post Years of experience
Any application with no clear indication in the subject line about the post & vacancy announcement number will not be considered.
While UNICEF seeks to recruit the best talent in the Yemeni labor market to be able to deliver the best possible services for the children in Yemen, we would like to make it clear that we never use any third party in any of the recruitment processes for all junior and senior positions advertised. All received applications are treated with high level of transparency and professionalism. Only applicants whose profiles meet the advertised job requirements are considered and only within the announced deadline.
Advertised: Aus. Eastern Standard Time
Applications close: Aus. Eastern Standard Time
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