Information System Service Desk Assistant

UNRWA is the United Nations agency responsible for the protection, care and human development of a population of some 5 million Palestine refugees living in the Gaza Strip, the West Bank, Jordan, Lebanon and the Syrian Arab Republic.  UNRWA is committed to assisting Palestine refugees in maintaining a decent standard of living, acquiring appropriate knowledge and skills, enjoying the fullest possible extent of human rights, and leading a long and healthy life.  UNRWA is the largest UN operation in the Middle East with more than 29,000 staff.   Most of these staff are refugees themselves, working directly to benefit their communities - as teachers, doctors, nurses or social workers. UNRWA is seeking to employ a qualified:
 

Vacancy Announcement Number:12-AR-GA-26
Grade:10
Deadline for Applications:18 April 2012
Duty Station:HQ Gaza

 
The incumbent of this post reports directly to the IS Help Desk Coordinator at HQ Gaza. Inaccordance with the established Agency policy and procedures, the incumbent will:

Primary Duties and Responsibilities:

-Act as a single point of contact for all incoming service desk requests; log all incoming service desk requests to the service desk system;
-Maintain a log of the ICT forms requesting ICT services and open tickets; assign forms to IS technical staff and files these forms;
-Register calls received from maintenance vendors and coordinates maintenance visits either through phone calls or opening tickets over the internet;
-Produce monthly reports and statistics from the service desk system;
-Follow up on pending service desk tickets with users, update them with progress and follow up with the IS service desk team on pending requests;
-Contact vendors for IS service requests of maintenance and for the purchase of consumable ICT supplies;
-Receive and sort incoming mail; ensure supervisor/s is aware of items of special interest; locate and attach reference background material; distribute to staff members as appropriate; make photocopies of material required; classify and file documents and dispatch mail;
-Monitor the schedule/s of supervisor/s and arrange for meetings and appointments; screen visitors and telephone calls for supervisor/s; bring forward matters to the attention of supervisor/s including deadlines and pending matters and handles routine correspondence, as required.

Professional Knowledge and Experience

-Diploma in information technology, business and office practice or a related discipline;
-Four years service desk experience in a computer environment providing very basic user support;
-Good command of written and spoken English and Arabic.

Competencies
-Ability to communicate, customer care oriented and maintain good relations with all staff;
-Ability to coordinate the work with others, work under pressure and meet tight deadlines; 
-Ability to use computer applications such as MS-Office;
-Ability to provide basic support over the phone; good phone skills and professional demeanour.

Desirable Qualifications
-Knowledge of UNRWA’s operations and computer facilities environment.

Equivalency

When the minimum requirements are not fully met, Field Director for Field Area staff and Director of Human Resources for Headquarters Area staff, in consultation with the concerned supervisor may exceptionally substitute part of the unmet requirements with a combination of relevant academic qualifications, additional professional training and progressive relevant work experience.

NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.

Conditions of Service
The fixed-term appointment for 3 years including 1 year of probation.  Monthly basic salary starting at US$ 830.70.  Other benefits include Provident Fund contribution (15% of basic salary paid by the Agency), medical insurance and 30 days of annual leave. Dependency benefits are subject to eligibility.


How to Apply
To start the application process, applicants are required to register at http://jobs.unrwa.org by creating a personal profile and completing UNRWA Personal History Form. Please note that UNRWA only accepts degrees from accredited educational institutions. Only applications received through http://jobs.unrwa.org will be considered. Due to the large number of applications received, only applicants short-listed for interview will be contacted.

UNRWA does not charge a fee at any stage in the recruitment process.

General Information

UNRWA encourages applications from qualified and experienced women. UNRWA welcomes applications from qualified candidates with disabilities. 

This vacancy notice is open to internal and external candidates. First priority will be given to fully qualified staff members; second priority to fully qualified external Palestine refugee applicants. An internal candidate with a temporary-indefinite or fixed-term appointment selected for this post will retain his/her current contractual status and entitlements in accordance with current letter of appointment and applicable Area Staff Rules.
UNRWA is a United Nations organization whose staff are expected to uphold the highest standards of integrity, neutrality and impartiality. This includes respect for human rights, for diversity, and for non-violent means of dealing with all kinds of conflict. UNRWA staff are expected to uphold these values at all times, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs.
UNRWA is a non- smoking work environment.
The United Nations does not charge fees at any stage of recruitment process (application, testing, interviewing, etc). The United Nations does not concern itself with information on bank accounts.