United Nations Assistance Mission for Iraq (UNAMI) INTERNAL/EXTERNAL VACANCY ANNOUNCEMENT Vacancy No. 071/ 2010, 072/2010 Deadline 21 November 2010 Post Title Service Desk Technician (2 Posts) Level GL- 5 Organizational Unit Communications and IT Section (CITS) Location UNAMI, Kuwait VA date: 08 November 2010 DUTIES AND RESPONSIBILITIES Under the overall guidance and supervision of the CITS Regional Coordinator, the Service Desk Technician will perform the following duties: a. Provides Technical Support to CITS Users: • Act as Tier 2 technical support and resolves User Service Requests as escalated by Tier 1 support; • Acts as Tier 2 technical support and resolves User Incidents; • Follow up face to face or remotely with the Users until the Resolution of Service Request or Incident; • Communicate with the Users and keeps Users informed through the CITS Service Desk application and in person, in kind and descriptive manner as per CITS Service Desk policies; • Create immediate workaround solutions for User Requests which cannot be resolved within the Service Level Agreement (SLA); • Install, maintain, troubleshoot, operates and repair all Communication and IT Configuration Items (CI) used by end-Users in his/her location; • Report any potential Problems relating to the reoccurring Incidents to the Service Desk Manager; • Escalate any unresolved Requests to Tier 3 Operational Support Unit; • Populate the Solutions part of the Service Desk application in clear technical terms to create records for further reference; • Anticipate Incidents and makes suggestions for more efficient user support; • Record all of the above meticulously in the CITS Service Desk application. b. Provides Technical Assistance to CITS Operational Unit: • Assist Operations Unit staff in the review, testing, migration and upgrade of customized application software systems/platforms when and how required; • Assist Operations Unit staff in special infrastructure set-ups and projects as and when required; • Develops own ideas, proposals, solutions for standard desktop set up, new products to introduce new development/integration project for the benefit of staff efficiency and effectiveness; • Contact companies in resolving apparent product defects of desktop software or hardware resources especially if under warranty; • Report suspected cases of IT security breaches to CITS ICT Security Officer or Operational Unit staff. QUALIFICATIONS AND EXPERIENCE Education: Completion of secondary school education with confirmed diploma/certificate in information technology such as MCITP, CCNA, A+ hardware certification or other related certifications. Information Technology Infrastrtucture Libarary (ITIL) Foundation Certificate or university degree in Computer Science or similar is an asset. Experience: A Minimum of five years of relevant and progressively responsible experience in the Service Desk/Help Desk or othe IT User support positions. Language: Fluency in spoken and written English is essential; knowledge of Arabic language is desirable Other Skills: Technological background and or expertise in Microsoft server, Linux and desktop operating systems and hardware maintenance and/or satelitte communications, radio communications, microwave links, telephony (digital and VOIP). UN CORE VALUES AND COMPETENCIES Professionalism: Good analytical and problem solving skills, plus the ability to handle a range of information and communications equipment. Teamwork: Good interpersonal skills; ability to work in multi-cultural, multi-ethnic environment with sensitivity and respect for diversity. Communication: Good verbal and written communication skills. Client Orientation: Receptive towards client needs. Maintains tact and diplomacy at all times. Technological Awareness: Expertise in the design, installation and maintenance of equipment. Initiative and willingness to learn new skills and flexibility toward changes in assignment tasks. Ability to keep abreast of changes in information and telecommunications technology. Planning and Organizing: Ability to establish priorities and to plan, coordinate and monitor own work plan with minimal supervision, under the pressure of frequent and tight deadlines often in difficult and demanding conditions. APPLICATIONS Interested candidates should complete the attached United Nations Personal History form (P.11) and forward it electronically at the following e-mail address: email@example.com Please indicate the post and vacancy number you are applying for. Incomplete P.11s will not be processed. Only applicants who are short-listed will receive an acknowledgement within two weeks from the deadline for submission of applications. The necessity for ensuring the highest standards of efficiency, competence and integrity remain the paramount considerations in the employment of personnel. To ensure fairness and transparency, selection will be made on a competitive basis through a selection panel.
United Nations Assistance Mission for Iraq
The United Nations Assistance Mission for Iraq (UNAMI) was heralded in Security Council Resolution 1500 adopted on 14 August 2003 as a one-year follow-through mission in the wake of the Oil-for-Food programme handover on 21 November 2003. In the aftermath of direct attacks on the UN in Iraq and the subsequent evacuation of the UN international staff from Baghdad by November, political and security concerns vis a vis mandate and re-entry were urgently reviewed by the Secretary General. During this period, a core UNAMI forward planning team supported the development of innovative operational options for continued UN involvement in Iraq and established a centralised coordination and information sharing mechanism for the relocated humanitarian community in Amman.
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