G6, Global Service Desk Associate (For Malaysian Nationals Only)

at  United Nations Development Programme UNDP

Job Identification
19871
Locations
Kuala Lumpur, Malaysia
Posting Date
08/05/2024, 09:52 PM
Apply Before
08/20/2024, 09:52 PM
Job Schedule
Full time
Agency

UNDP

Grade
G6
Vacancy Type
Fixed Term
Practice Area
Management
Bureau
Bureau for Management Services
Contract Duration
2 Year with Possibility for extension
Education & Work Experience
Bachelor’s Degree - 3 year(s) experience OR High School certificate- 6 year(s) experience
Other Criteria
Relevant experience in a global helpdesk environment
Required Languages
English
Vacancy Timeline
2 Weeks
Mobility required/no mobility
no mobility required
Background
The United Nations Development Programme is the global development network of the United Nations system that is on the ground in 177 countries, with its Headquarters in New York, USA. The Bureau for Management Services (BMS) is a central Bureau tasked with the development of corporate strategies, policies, tools and systems in key cross-cutting management areas. Drawing on sound analytics and a risk-management approach, BMS supports the achievement of development results through management advice, innovative business solutions, and other corporate services in line with international best practices and evolving needs and expectations of development partners. BMS also ensures policy adherence in operations management within UN Rules & Regulations, safeguarding UNDP’s accountability vis-à-vis Member States and other stakeholders.
UNDP is an operational backbone to the UN system: providing payroll, financial transactions, common premises, treasury investment, procurement, legal services to UN agencies. UNDP provides IT support for 13 UN entities with 40,000 United Nations and external users of the UNDP’s ERP system, as well as information and communication technology (ICT) and application solutions for the United Nations field presence. To support the UNDP Digital Strategy and enable the digital transformation of the organization, the Office of Information & Technology Management (ITM) is tasked with developing and operating the enabling corporate technology platforms and providing related services that power the digital transformation including: (1) advice, administration and acceleration services to promote delivery of maximum business value of each platform; (2) a global service desk operation; (3) and outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.
Within the Information and Technology management (ITM) office is the Global Support and Capacity Building unit that has the basic mandate of providing a single point of contact to manage client support, service requests and incidents related to the organization’s corporate applications including Enterprise Resource Planning systems, Content Management systems and other collaboration tools. The Customer Management Center (CMC) is one of two units in the Global Support and Capacity Building unit (GSCB).
Position Purpose
To meet increasing end-user requirements, the Global Support and Capacity Services is seeking to retain the services of a Global Service Desk Associate for an initial period of one year. The successful candidate will join the unit in supporting the global user community as well as identifying evolving user support needs for the corporate applications and tools identified above. The incumbent will also work closely with various UNDP units in support of the applications/tools and functions, as well as user education and adaptation.
The Global Service Desk Associate is expected to make informed decisions on specific-trouble-shooting details following careful analysis of cases using our official ticketing system and ensure timely coordination with other members of the team, with other partners should a business decision is required. As a member of the Global Support and Capacity Services team, the incumbent is responsible for providing logical recommendations based on standard operating procedures (SOP), UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions.
UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
Duties and Responsibilities

1. Provide reliable incident identification and resolution support:

• To provide Tier 1 support including incident identification and resolution in area of UNDP IT applications, hardware and platforms, IT infrastructure, Microsoft collaboration tools using the ITSM.
• To escalate and follow up issues to different support teams if needed
• Identify/spot user trends and issues and escalate these to appropriate teams, including technical team or service providers.

Please refer the Job description for details