Service Desk Analyst (Tier 2 and Tier 3) - Tenders Global
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Service Desk Analyst (Tier 2 and Tier 3)

Bank for International Settlements (BIS)

tendersglobal.net

JOB DESCRIPTION

Background
Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The United Nations Volunteers (UNV) programme is administered by UNDP and follows all UNDP rules and regulations. UNV is the UN system common service that promotes volunteerism to support peace and development worldwide. Volunteerism can transform the pace and nature of development and it benefits both society at large and the individual volunteer. UNV contributes to peace and development by advocating for volunteerism globally, encouraging partners to integrate volunteerism into development programming, and mobilizing volunteers.

UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. ICTS is working in close collaboration with UNDP ITM department.

Duties and Responsibilities

Respond to service desk tier 2 and 3 inquiries

  • Monitor and respond to user needs, questions, and general inquiries using UNV’s corporate service desk platform (Salesforce) for the tier 2 and tier 3 cases. Timely resolve and/or escalate to Systems Development Specialist or other ICTS team members the complex technical cases.
  • Work with vendors developing Unified Volunteering Platform and assign work to them based on existing Standard Operating Procedures. Monitor and supervise their delivery regarding the assigned work.
  • Provide prompt and accurate functional guidance to client queries. Liaise with relevant staff at Information and Communications Technology Unit (ICTS), Volunteer Services Centre (VSC), Volunteer Solutions Section (VSS) and other parts of UNV for specific inputs as necessary.
  • Improve coordination among ICTS team and external vendors regarding service desk tier 2 and tier 3 cases. Ensure all systems-related tier 2 and tier 3 inquiries are correctly categorized in the Salesforce service desk platform.
  • Propose improvements and system reconfiguration based on incoming service desk inquiries.
  • Closely work with the Service Desk team (all tiers) and support in drafting knowledge articles and chatbot intents to increase the share of inquiries responded on the service desk tier 0 level (self-service and chatbots).

Supports testing new features in UNV systems before and after the deployment

  • Support in testing new functionalities, especially related to these related to the service desk tier 2 and tier 3 cases; provide support with root cause investigations.
  • Support the creation of user stories related to resolving infrastructure issues in the UNV corporate task management platforms (e.g., ClickUp).
  • Propose improvements in system reconfiguration based on incoming service desk inquiries.
  • Closely work with the Service desk team and support in drafting knowledge articles with a goal to decrease the number of escalated to tier 2 and tier 3 cases.

Facilitate knowledge building and knowledge sharing

  • Contribute to relevant knowledge and learning products development efforts, including for the standard user documentation and various user guides.
  • Share and disseminate synthesis of lessons learned and best practices directly linked to systems management.
  • Make sound contributions to knowledge networks and communities of practice.
  • Perform other duties as required.

Institutional Arrangement

  • The IPSA will work under the direct supervision of the Systems Development Specialist in ICTS.
Competencies
Core Competencies
  • Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
  • Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
  • Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
  • Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
  • Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
  • Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
  • Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies 
  • Information Management & Technology – IT Service Delivery & Operations:
    • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience.
    • ISO 20000 knowledge. ITIL certification or similar desirable.
  • Digital & Innovation – Systems thinking & transformation:
    • Understand that complex problems need a non-reductionistic, holistic approach.
    • Ability to explore challenges from multiple perspectives by zooming in and out, with a focus on relationships and flows rather than individual elements
    • Understand how certain dynamics and conditions are driving and influencing an issue.
  • Information Management & Technology – User Experience and business analyst: 
    • Capacity to translate efficiently users needs in IT requirements around human-centered design principles. Knowledge of Salesforce an asset
  • Information Management & Technology – IT Customer Support: 
    • Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience
  • Digital & Innovation – Data literacy:
    • Understand the potential as well as the limitations of using data driven innovation
    • Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration
Required Skills and Experience
Education:
  • Master’s Degree in information technology, computer science or related discipline.
  • Bachelor’s degree in information technology, computer science or related discipline with an additional 2 years of relevant experience will be given due consideration in lieu of Master’s degree.
Experience:
  • No experience for a candidate with master’s degree or
  • Minimum two years of relevant professional experience with bachelor’s degree in the area of business analysis or systems support or quality assurance

Required Skills:

  • Working Experience in using Service Desk
  • Working Experience in testing Software and applications
  • Working experience with SQL queries
  • Working experience using Azure portal & services
  • Working Experience in IT Business Analysis and requirements gathering

Language:

  • Fluency in English

Other:

  • Candidate to be located within reasonable (max 5 hours) time difference with Central European Time Zone

Travel:

  • UNV will cover the cost of any official travel expected to be associated with performing the functions.

The following documents shall be required from the applicants:

  1. Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.
  2. A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.
  3. Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.
Disclaimer
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.
Scam warning
The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.


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