Service Desk Team Coordinator

23 November, 2020

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Position Summary

Job CategoryVacancy
Vacancy Notice NumberICC-20-VAL-696
Position TitleService Desk Team Coordinator
Position TypeTemporary - 12 months
Number of Positions1
Date of Issue23/11/2020
Date of Closing11/12/2020
GradeG5
Annual Salary EstimationEUR 38,414 (net, single rate)
Duty StationValencia, Spain
Organizational Location/UnitService Desk Unit (OPCS)

Position Description

Purpose of the Position:

Act as team lead in the provision of  day to day Service Desk/Call Centre support to ICC’s partners and customers as per SDA and /or agreed procedure.

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:

As part of a team providing Service Desk services to ICC Partners and under the supervision of the Head, Service Desk (New York), the successful candidate will be responsible for co-ordinating the day to day activities of the Service Desk team in Valencia. Duties are as follows:

  • Provide procedural and technical guidance to Service Desk Agents as defined in the applicable documentation
  • Monitor team’s user communications in order to maintain service desk response times within the stipulated targets
  • Perform quality checks on all logged incident management and request fulfilment activities ensuring they are properly scheduled, prioritised

and/or escalated

  • Where applicable, coordinate seamless handover of work across shifts and time zones
  • Ensure customers contacting the service desk are dealt with professionally and efficiently by monitoring telephone and email communication
  • Act as the first escalation point for all requests and incidents
  • Optimise technical resources locally by ensuring appropriate coverage and attendance across shifts
  • Assist in knowledge transfer activities for team members and end-users
  • Provide on-boarding training to new members of the Service Desk
  • Providing other ad hoc support either within your 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:

Five years of relevant professional experience in the following areas:

  • Experience working within an ICT Service Desk/Call Centre or other customer facing support role 
  • Experience working within a global or culturally diverse environment
  • Experience working with Microsoft office tools and other standard applications
  • Experience working in an ITIL/ISO20000 environment

Required skills:

  • Broad technical background and knowledge of ICT services
  • Customer Service
  • Good team-working /interpersonal skills and ability to work under pressure with minimum supervision
  • Ability to work in a deadline-oriented and high-pressured environment
  • Good working knowledge of CRM or any call logging/ticketing software
  • Ability to effectively manage multiple streams of investigation
  • Logical and analytical approach to solving problems
  • Strong verbal and written communication in addition to active listening skills
  • Ability to prioritise and allocate tasks for optimal results
  • Ability to deal with conflict and emotional situations

 Desirable:

  • Experience working as Service Desk Team Coordinator
  • Willingness to perform tasks outside of one’ s comfort zone
  • Experience working in an Automated Call Distribution environment
  • Knowledge of Front end/ Back end Technologies
  • Knowledge at providing Tier1 support to users in any of the following technical areas
    • Business applications
    • Enterprise systems
    • Mail systems
    • Basic network troubleshooting
    • Desktop and Hardware maintenance
  • Experience with supporting users in Spanish.
  • Experience with supporting users in French

Education: 

Essential:

  • Graduation from secondary school supplemented by specialised training in IT and/or Customer Service will be acceptable.
  • ITIL foundation certificate

Desirable:

  • Tertiary level qualification in Information Technology and/or Customer Service or other related field
  • Customer Service Certification
  • HDI Support Centre Analyst certification

Languages:

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

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.
  • Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
  • Ensuring effective use of resources: Identifies priorities in accordance with ICC’s strategic directions. Develops and implements action plans, organizes the necessary resources and monitors outcomes.
  • Setting an example: Acts within ICC’s / WHO’s professional, ethical and legal boundaries and encourages others to adhere to these. Behaves consistently in accordance with clear personal ethics and values.

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): EUR 38,414.

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 23.59 Geneva Time, on 11 December 2020 (deadline subject to extension).

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

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