{"id":59180,"date":"2024-04-15T10:00:36","date_gmt":"2024-04-15T08:00:36","guid":{"rendered":"https:\/\/www.unicc.org\/?post_type=jobpost&#038;p=59180"},"modified":"2024-05-03T09:19:17","modified_gmt":"2024-05-03T07:19:17","slug":"service-desk-technician-6","status":"unpublished","type":"jobpost","link":"https:\/\/www.unicc.org\/es\/working-with-icc\/service-desk-technician-6\/","title":{"rendered":"Service Desk Technician"},"content":{"rendered":"<p style=\"text-align: left\"><strong><span style=\"color: #000000\">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.<\/span><\/strong><\/p>\n<p><span style=\"color: #006cb5;text-decoration: underline\"><strong>Purpose of the Position<\/strong>:<\/span><\/p>\n<p>Act as contact center agent in the provision of day-to-day support to UNICC\u2019s partners and customers as per SDA and\/or agreed procedure.<\/p>\n<p><span style=\"color: #006cb5;text-decoration: underline\"><strong>Objectives of the Programme<\/strong>:<\/span><\/p>\n<p>The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.<\/p>\n<p><span style=\"text-decoration: underline\"><strong><span style=\"color: #006cb5;text-decoration: underline\">Main duties and responsibilities:<\/span><\/strong><\/span><\/p>\n<p>The incumbent will work under the direct supervision and guidance of the Service Desk Supervisor, within the Service Desk Unit (OPCS) and in close collaboration with the UNJSPF Contact Centre team. The incumbent could be requested to do any other tasks of similar level in related fields. Within the delegated authority, the Service Desk Technician will be responsible for the following:<\/p>\n<ul>\n<li>Perform Service Desk\/Contact Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:\n<ul>\n<li>Log, classify and prioritize service calls and system events as per established Standard Operating Procedures<\/li>\n<li>Prioritize and analyze user issues according to established Standard Operating Procedures<\/li>\n<li>Manage efficiently escalation and resolution of service calls by investigating assigned work orders and\/or tasks in line with agreed processes and procedures<\/li>\n<li>Attempt on-the-spot resolution by providing quick over-the-phone responses to routine queries and issues in scope of the service provided<\/li>\n<li>Assign and escalate operational issues in a timely manner as per defined process, in order to avoid breaches to agreed service levels<\/li>\n<\/ul>\n<\/li>\n<li>Ensure seamless hand-over of work across shifts and time zones<\/li>\n<li>Contribute to knowledge sharing to other members of staff and updating the Knowledge Base<\/li>\n<li>Provide support on a 24\/5 or 24\/7 shift basis<\/li>\n<li>Perform other duties as required<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":125,"featured_media":54149,"menu_order":0,"template":"","meta":{"_acf_changed":false,"_links_to":"","_links_to_target":""},"jobpost_category":[19],"jobpost_job_type":[21],"jobpost_location":[25],"jobpost_tag":[],"class_list":["post-59180","jobpost","type-jobpost","status-unpublished","has-post-thumbnail","hentry","jobpost_category-vacancy","jobpost_job_type-public","jobpost_location-valencia-spain"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>United Nations Jobs | Service Desk Technician | Valencia | UNICC<\/title>\n<meta name=\"description\" content=\"Service Desk Technician \u2013 United Nations International Computing Center. 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