{"id":61691,"date":"2024-07-02T17:02:56","date_gmt":"2024-07-02T15:02:56","guid":{"rendered":"https:\/\/www.unicc.org\/?post_type=jobpost&#038;p=61691"},"modified":"2024-08-06T02:00:02","modified_gmt":"2024-08-06T00:00:02","slug":"service-desk-technician-7","status":"unpublished","type":"jobpost","link":"https:\/\/www.unicc.org\/fr\/working-with-icc\/service-desk-technician-7\/","title":{"rendered":"Service Desk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 perform Service Desk \/ Contact Centre activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:<\/p>\n<ul>\n<li><strong>Efficiently Manage Service Calls:<\/strong> Log, classify, and prioritize service calls and system events following our Standard Operating Procedures (SOPs) to ensure swift and effective responses<\/li>\n<li><strong>Task Processing:<\/strong> Process assigned technical and business-related tasks with precision and attention to detail<\/li>\n<li><strong>User Issue Analysis:<\/strong> Prioritize and analyze user basic issues, adhering to our SOPs to deliver timely solutions<\/li>\n<li><strong>Escalation Management:<\/strong> Resolve service calls efficiently, and escalate Tier 2 issues to maintain high service standards<\/li>\n<li><strong>On-the-Spot Solutions:<\/strong> Provide quick and effective over-the-phoneresponses to routine queries, ensuring immediate resolutions within the scope of our services<\/li>\n<li><strong>Timely Escalation:<\/strong> Assign and escalate operational issues promptly to avoid service level breaches, following our defined processes<\/li>\n<li><strong>Seamless Shift Transitions:<\/strong> Under guidance, ensure smooth hand-overs across different shifts and time zones, maintaining consistent service quality<\/li>\n<li><strong>Knowledge Sharing:<\/strong> Contribute to knowledge sharing, helping update and enhance our Knowledge Base<\/li>\n<li><strong>Support:<\/strong> Provide support on a 24\/5 or 24\/7 shift basis, demonstrating flexibility and commitment to our clients<\/li>\n<li><strong>Other:<\/strong> Provide other ad hoc support either within the team or in other teams as required \u2013 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<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":13,"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":[24],"jobpost_tag":[],"class_list":["post-61691","jobpost","type-jobpost","status-unpublished","has-post-thumbnail","hentry","jobpost_category-vacancy","jobpost_job_type-public","jobpost_location-new-york-usa"],"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 | New York | UNICC<\/title>\n<meta name=\"description\" content=\"Service Desk Technician \u2013 United Nations International Computing Center. 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