Applications from women are particularly encouraged for this vacancy

Purpose of the Position:

Act as OIC Team Leader for Umoja Support Team, for DOS managed services

Objectives of the Programme:

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the OIC Head of Service Desk in Brindisi within OPCS and close collaboration with the Umoja team. The incumbent could be requested to do any other tasks of similar level in related fields.

• Monitor all incoming issues and distribute the workload according to technical skills with the use of the dedicated CRM system iNeed
• Analyse and guide the team to resolve or escalate incidents according to established Umoja SOP, and following the established escalation procedures
• Analyse the monthly SDA report and, when needed, analyse breaches to provide a solution and suggest actions to prevent further breaches to maintain team performance as per KPIs established by the customer
• Liaise with upper support teams providing analysis, reports and any other information required by Senior Management
• Analyse complains to provide the Head of Unit with all the required information to ensure proper handling of these
• Coordinate the team according to the head of service guidance to provide training, workshops or knowledge transfer to the end users
• Ensure service coverage by monitoring the shifts, annual leave, training activities and duty officer rotation
• Assist in developing or improving technical service policies or technical
  documentation
• Support team members to promote a good working environment

Experience and Skills required:

Essential:

• At least seven (7) years of experience in IT or related area, including at least five years (5) in working in a Service desk environment, supporting end users and other technical teams
• Experience in training end users and coaching colleagues
• Good knowledge, at level of providing tier2 support to users, on SAP ERP, Power BI, and Office365
• Good knowledge of CRM system
• Good interpersonal skills and ability to work under pressure and with minimum supervision

Desirable:

• ITIL awareness

Education:

Essential:

• Graduation from secondary school

Desirable:

• ITIL Certification
• SAP Certification

Languages:

• English: Expert knowledge is required
• French: Beginner knowledge is desirable

ICC 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.
• Creating an empowering and motivating environment Guides and motivates staff towards meeting challenges and achieving objectives. Promotes ownership and responsibility for desired outcomes at all levels.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Moving forward in a changing environment: Is open to and proposes new approaches and ideas. Adapts and responds positively to change.

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.

This position is opened only to internal candidates

Compensation:

Annual Salary Estimation (net of tax at single rate): EUR 33,619.

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 dates for applications:

Applications will be accepted until midnight (Geneva Time) on 29 September 2020.

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 ICC 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

Applications from women are particularly encouraged for this vacancy