Senior Service Desk Officer (For internal staff only)

Org. Setting and Reporting

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. Senior Service Desk Officer reports to the Head, Field Information Management and Technology Office (FIMTO). Supervisees and Technical Guidance provided: The number and type of staff assigned for supervision and technical guidance will depend on the assigned work. The assigned team may comprise of Service desk posts in various categories including consultants and temporary staff.

Responsibilities

1. Plans and manages the technical and administrative aspects of IT service desk function, in line with established Agency service delivery policies, procedures and standards, including: 1.1 Monitoring the operation and performance of the service desk activities and initiates necessary actions to enhance performance; 1.2 Ensuring that incidents and requests are handled according to agreed procedures; 1.3 Ensuring that documentation of the supported services is available and in an appropriate form for those providing support. Creating and maintaining support documentation; 1.4 Providing technical guidance, instructions, training, support to the service desk staff; 1.5 Coordinating end-user IT training activities; 1.6 Preparing management reports on service desk metrics and equipment inventories; 1.7 Liaising with vendors and other external Agencies regarding hardware and software installation and maintenance activities. 2. Coordinates and organizes deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgates to users of such systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced; 3. Manages end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administers relevant service contracts preparation and management; prepares survey reports for obsolete or surplus end-user Information Management and Technology (IMT) assets and other resources. Coordinates preparation and certifies applicable Requests for Purchase for end-user hardware and software; co-ordinates with Procurement and Logistics Office on related procurement activities; 4. Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required; 5. Performs administration, maintenance, and support of relevant on-premise and cloud IMT resources and systems related to end-user services including: 5.1 User account management; 5.2 Email account administration; 5.3 Video conference service management. 6 Develops, implements, and maintains standards, policies, procedures, guidelines and technologies related to IT service management processes based on ITIL such as Incident, Request fulfilment, Change and Problem Management, in coordination with all stakeholders; 7 Ensures accurate end-user IMT resources (e.g., workstations, laptops, mobile devices, software etc.) inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system; 8 Complies with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines, conducting training to business counterparts and team members as required; 9 Performs other duties as may be assigned by the supervisor(s).

Competencies

UN Core Values of Professionalism, Integrity and Respect for Diversity and Core Competencies of Communication, Working with People and Drive for Results apply by default. Default managerial competencies may apply. 1. Leading and Supervising 2. Learning and Researching 3. Relating and Networking 4. Following Instructions and Procedures 5. Planning and Organizing

Education

1 A university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering or related discipline; 2 Certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or other related Microsoft cloud-based systems and applications; 3 IT Service Management certification such as ITIL foundation.

Job – Specific Qualification

Not available.

Work Experience

Six years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery is required; Advanced experience and knowledge of Microsoft Office on-premise and cloud-based solutions such as Microsoft 365 platform and related messaging and collaboration systems, and content management systems. Good experience with LAN management, Video Conferencing technology operations, Email and Active Directory (AD) administration is required.

Languages

Very good command of written and spoken English and Arabic

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

* Conditions of service: Contract Status: Type of Contract: Fixed Term Appointment Contract Type: Fixed Term Appointment for 3 years; including 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 16 Monthly basic salary 902.70 USD Other benefits include: • Provident Fund contribution (15.4% of basic salary paid by the Agency). • Dependency allowances (if applicable). • 30 days of annual leave. Additional benefits: • 2.5 days of sick leave for each completed month of service. • 14 weeks of Maternity Leave. • 2 weeks paternity leave The incumbent may be required to travel in the Agency’s area of operations. – Candidates who are invited to a written test should submit their academic qualifications, employment certificates and other required documents, either before the date of the test, or on the day of the test. Failure to do so may entail disqualification from the recruitment process. – على المتقدمين المدعوين للامتحان إحضار شهاداتهم الأكاديمية وشهادات الخبرة وأي مستندات أخرى مطلوبة إما قبل تاريخ الامتحان أو يوم الامتحان حيث يؤدي الفشل في تحقيق ذلك إلى الاستبعاد من التقدم للامتحان – Candidates should also submit a statement of non-employment (3 copies) given that governmental, or joint sector employees cannot be appointed to UNRWA posts even if they have leave without pay permit. – إبراز وثيقة غير موظف عدد 3 فلا يحق لموظفي القطاع العام أو المشترك التعيين ضمن شواغر الأونروا حتى وان كان ضمن اجازة بلا أجر. – Candidates who succeed in the recruitment process and receive an offer of appointment to the respective post must submit a notification issued by GAPAR to the effect that they have reported to GAPAR and have filled the required forms for obtaining approval of competent government authorities. – على المتقدمين الناجحين في عملية التوظيف والحاصلين على عرض عمل على أساس الوظيفة المعلنة أعلاه إبراز إشعار صادر عن الهيئة العامة للاجئين الفلسطينيين العرب إلى مكتب الموارد البشرية في الأونروا يفيد أنه قد قام بتعبئة جميع الاستمارات المطلوبة للحصول على موافقة السلطات الحكومية المختصة إضافة إلى الوثاىق التالية: – They should also submit the following: • Statement of non-conviction (3 copies). وثيقة غير محكوم عدد 3 • Copy of personal ID. نسخة عن الهوبة * Equivalency: Equivalency not applicable for this post. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. The Agency may disqualify applicants whose name appears on the UN Sanctions List, or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. * General information 1. This vacancy notice is open to internal candidates only. As an Area post, only candidates who reside in Syria at the time of applications are eligible to apply. The Agency does not assume responsibilities nor support the issuance of work permits for those who has no legal documents to live in Syria, job opening applies only to potential candidates residing within the field of the post, residing within commuting distance of the duty station of the post. 2. Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities 3. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified women; 4. A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post; 5. Only applications that have been fully completed in UNRWA’s online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate; 6. For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade. 7. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. 8. The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. 9. UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations. 10. The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework. 11. UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live; 12. Please ensure that the e-mail address and mobile phone number that you have written in your Personal History Form are accurate and active. Your status in relation to the vacancy will be communicated to you only via the email listed on your Personal History Form; 13. Qualified female candidates are strongly encouraged to apply; 14. Please find below the link to a video that guides applicants on how to apply to job opening: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing 15. For more information please visit the website, http//: inspira.un.org.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.