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.

Purpose of the Position:

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

Objectives of the Programme:

The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

Main duties and responsibilities:

The Service Desk Team Lead will work under the direct supervision and guidance of the Head, Service Desk Unit in New York and in close collaboration with the UNJSPF Contact Centre team. The incumbent could be requested to do any others tasks of similar level in related fields.

Coordinate Contact Centre Functions:

• Ensure customers contacting the service desk are dealt with professionally and efficiently by monitoring telephone and email communication
• Coordinate shift schedule
• Coordinate seamless handover of work across shifts and time zones
• Provide procedural and technical guidance to Contact Centre 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
• Act as the first escalation point for all requests and incidents
• Assist agents in providing first line support when workloads are high, or where additional experience is required
• Provide support on a 24/5 or 24/7 shift basis

Maintenance and organisation of the knowledge base:

• Maintain and update the Contact Centre shared knowledge base
• Participate in the Contact Centre onboarding process, ensuring documentation and training for new hires are up to date and available
• Participate in the training of Contact Centre agents and provide guidance and consultation as required
• Assist in knowledge transfer activities for team members and end-users

Other:

• Provide 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
• Perform other duties as required

Experience and Skills required:

Essential:

• Minimum eight (8) years of accumulated experience in the below fields: IT support, Service desk support, Call center support
• Experience in supporting international customers
• Good working knowledge of CRM or any call logging/ticketing software
• Good team-working/interpersonal skills and ability to work under pressure with minimum supervision
• Experience in applying ITIL concepts at foundation level

Desirable:

• Experience working as Service Desk Team or Call Center Coordinator
• Proven ability to maintain and improve quality standards
• Experience in one of the following fields:
  • Business applications
  • Enterprise systems
  • Basic network troubleshooting
  • Desktop and Hardware maintenance
• Knowledge of:
  • ISO 20000 certification process
  • ITIL knowledge at practitioner or intermediate level
  • Voice Over IP principles
  • Business reporting tools
  • Concepts of IT security
  • Network and systems administration at associate level
  • Knowledge of the United Nation system

Education*:

Essential:

• Completion of high school education or equivalent technical school in the field of IT
• ITIL foundation certificate

Desirable:

• Customer Service Certification
• HDI Support Centre Analyst certification

Languages:

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

UNICC 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.

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Valencia, Spain: EUR 44,839

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 date for applications:

Applications will be accepted until midnight (Geneva Time) on 30 March 2023.

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 UNICC 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

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.