The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Purpose of the Position:

The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management.

The Service Desk Technician will provide fist level support to the United Nations International Computing Centre customers in over 25 UN Agencies around the world.

Objectives of the Programme:

The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Head, Valencia Service Desk Unit (OPCS) within the Operations Division (OP) and in close collaboration with the Service Desk team. The incumbent could be requested to do any other tasks of similar level in related fields.

• Following the unit’s best practices, perform end-to-end management of support requests, incidents, and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle
• Analyse and resolve incidents according to established operational procedures
• Escalate incidents when necessary and identify and employ measures to prevent reoccurrence
• Monitor support requests until closure
• Monitor the ICT infrastructure using various technologies
• Inform customers of outages, known errors and resolution progress
• Assist in developing or improving technical service policies or technical documentation
• Assist in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures
• Draft technical documentation or user manuals as required, following the unit’s best practices
• Assist the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB
• Under guidance, perform Incident Management, keeping customers informed until resolution, drafting the Major Incident report and providing detailed information to internal stakeholders

Other:

• Assist the team leader in the daily operations and provide support to daily operations and assisting team members as required in absence of the team leader
• Assist the Service Desk Process & Continuous Improvement (PCI) Administrator with shift-left and automation initiatives as needed, and support the continuity of PCI tasks in absence of the PCI Administrator
• Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management

Recruitment Profile

Experience and Skills required:

Essential:

• A minimum of three (3) years of experience in a Service Desk environment, supporting customers. A completed university degree from an accredited institution will be counted towards minimum work experience requirements
• Proven expertise with three or more of the following technologies:
  • ServiceNow
  • Operational Monitoring Tools, such as SCOM, OEM, NNMi, Argos
  • Active Directory On-Prem – User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification
  • Azure AD – User administration; MFA device registration; MS licensed software assignment
  • Virtual Infrastructure – Virtual Machine builds, modification and snapshots
  • Avamar or other backup and restore tools
  • Linux and Windows Server troubleshooting and command line
  • PowerShell scripting

Desirable:

• Experience in Incident and Request Management and escalation
• Symantec VIP or the MFA software administration
• Networking basic concepts: DHCP & DNS management
• Microsoft certificate authority, managing certificate creation and renewals
• Antivirus support and troubleshooting

Education:

Essential:

• Successful completion of secondary school education or its equivalent, supplemented by specialized training in IT
• ITIL V.4 foundation

Desirable:

• Any other relevant IT certification

Languages:

• English: Expert knowledge is required
• Knowledge of the local language of the Duty Station will be an advantage

Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.

Other Information

Eligibility:

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Valencia, Spain: EUR 38,398

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 1 September 2024.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the UNICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Please inform us should you require any specific accommodation to facilitate your application

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For applications to be valid, they must contain a motivation letter and the filled Personal History Form.