UNAIDS is an innovative United Nations partnership that leads and inspires the world in achieving universal access to HIV prevention, treatment, care and support.
UNAIDS' Cosponsors include
UNHCR, UNICEF, WFP, UNDP, UNFPA, UNODC, UN Women, ILO, UNESCO, WHO and the World Bank. Visit the UNAIDS Web site at www.unaids.org |
Vacancy No.: UNAIDS/22/FT78
Title: Officer, ICT Service Desk, Kenya
Grade: P3
Contract type: Fixed-term Appointment
Duration of contract: 2 years
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Date:
11 October 2022
Application Deadline:
26 October 2022
Vacancy Filled
Organization unit:
AI UNAIDS Joint United Nations Programme on HIV/AIDS (AI)
ICT / Technology and Services
Duty station:
Nairobi Kenya
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About UNAIDS:
Serving Communities and Countries to End Inequalities and AIDS
We, the Joint United Nations Programme on HIV/AIDS, lead the global effort to end AIDS as a public health threat by 2030. By placing the Sustainable Development Goals (SDGs) related to reduction of inequalities at the heart of our work, we lead the global response to AIDS by: (i) maximizing equitable and equal access to HIV services, (ii) breaking down barriers to achieving HIV outcomes, and (iii) integrating efficient HIV responses into wider health and protection systems.
We are committed to creating an equal, safe and empowering workplace culture where all people in all their diversity thrive. We live our values of Commitment to the AIDS Response, Integrity and Respect for Diversity. You can access the full UNAIDS Competency Framework at www.unaids.org
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MANDATE OF THE DEPARTMENT:
The Management Department promotes effective Operations of the Joint Programme, and provides overarching management functions in the areas of human resources, finance, budget, information technology and administration to enhance UNAIDS' capacity to implement its mandate and vision.
Within the Management Department, the Information and Communication Technology ensures that information technology is a strategic enabler of the vision of Getting to Zero, and contributes to the transition from managing a disease to ending an epidemic. The ICT team makes possible new ways of collaboration, facilitates greater sharing of knowledge and provides new tools to reach out and communicate - with unprecedented reach and speed - with our key stakeholders and constituencies. To play this important role, the department is an agent of change, contributing to making UNAIDS work fast, smart and efficiently.
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Main tasks and Responsibilities of the Position:
The Technology and Services(TaS) division aligns learning strategies and coordinates delivery of all UNAIDS IT learning services, including user support at a first-level diagnosis and second level support. The Technology and Services division promotes IT literacy, optimizing utilization of systems and enhancing the performance of users.
Reporting to the Lead, ICT Operations, the incumbent has front line responsibility for managing the activities of the Global Service Desk (GSD) / First level support, with particular attention to the provision of end-user support and conference support. The Service Desk Coordinator advocates end-user support services to ensure effective delivery within the framework of organizational requirements. Specifically:
- Manage, guide and coordinate the Global Service Desk
- Implement service desk support systems and services that promote end-user support and the optimal use of resources, noting opportunities for further improvement
- Proactively assess and translate end-user support and training requirements into projects and follow through to completion
- Ensure optimal incident, problem and service management to enhance the stability and performance of the end-user environment
- Propose innovative and sound processes leading to the refining of the Service Desk architecture, and all related technical aspects under the direct responsibility of the Global Service Desk
- Proactively identify problems and issues resulting from new developments/changes in technology to facilitate the continual development of the Global Service Desk, including fostering a positive team environment
- Proactively seek and report user's community feedback on the quality of services and advise the Lead, ICT Operations on strategic directions.
- Maintain and coordinate IT support and proximity support staff/ contacts globally to ensure smooth service desk operations.
- Oversee the on-going maintenance of a service desk incident/resolution database, providing regular statistics to the Lead, ICT Operations.
- Perform other related duties or assignments as assigned by the Lead, ICT Operations and participate in on-call rotation.
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| REQUIRED QUALIFICATIONS |
Education:
Essential: Advanced university degree at Master's level or equivalent in Computer Science or a related field, including ITIL Foundation Certification in IT Service Management. Or relevant technical education in the above-mentioned field or IT complimented by relevant experience. For internal candidates, first university degree and 7 years of experience will be considered as equivalent.
Desirable: MCSE qualification, ITIL Certification |
Competencies:
UNAIDS Values
1. Commitment to the AIDS response
2. Integrity
3. Respect for diversity
Core competencies
1. Working in teams
2. Communicating with impact
3. Applying expertise
4. Delivering results
5. Driving change and innovation
6. Being accountable
Managerial competencies:
1. Leading Teams
2. Building Relationships and Networks
3. Developing and Empowering Others
4. Managing Performance and Resources
5. Vision and Strategic Thinking
6. Exercising Sound Judgement
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Experience:
Essential: 5 years of experience in end-user support for both day-to-day helpdesk and support for conferences/meetings, together with demonstrated ability to troubleshoot problems. Sound understanding of the life cycle of service desk technologies and the ability to implement procedures to continuously and proactively monitor achievements. Excellent customer relationship skills.
Desirable: Experience in an international environment. Knowledge of Microsoft Office 365 suite cloud environment, Windows 10, and other office automation software, web software and user support tools, good knowledge of Windows networks, and user account maintenance.
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Languages:
Essential: Advanced knowledge of English.
Desirable: Good working knowledge of another UN official language.
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Additional Information:
Positions at the international professional category within UNAIDS will be subject to the Organization's Mobility Policy. The above-mentioned position is a rotational position and its standard duration of assignment is linked to the ICSC hardship classification of the duty station.
Furthermore, only online applications will be accepted.
Other similar positions at the same level may be filled from this vacancy notice.
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Annual salary:
(Net of tax)
USD 62,692 at single rate
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Post Adjustment:
42.1 % of the figure(s) on the left side. This percentage is to be considered as indicative since variations may occur each month either upwards or downwards due to currency exchange rate fluctuations or inflation. |
Applicants will be required to take a test. Applicants will be contacted directly if selected for an interview. |
Applications from people living with HIV are particularly welcome. Applications from women and from nationals of non- and under-represented member states are particularly encouraged. |
Any appointment/extension of appointment is subject to the Staff Regulations and Rules of the World Health Organization (WHO) adjusted, as necessary, to take into account the particular operational needs of UNAIDS, and any subsequent amendments.
Only candidates under serious consideration will be contacted.
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Note: The paramount consideration in the appointment, transfer or promotion of staff is the necessity of securing the highest standards of efficiency, competence and integrity. The medical criterion for recruitment is fitness to work in the particular post. The United Nations HIV/AIDS Personnel Policy clearly stipulates that no staff and/or potential candidates shall be discriminated against on the basis of real or perceived HIV status. HIV infection, in itself, does not constitute lack of fitness to work. There is no obligation to disclose HIV-related personal information.
UNAIDS is committed to providing a work environment that respects the inherent dignity of all persons. UNAIDS has a responsibility to take all appropriate steps to prevent and respond to discrimination, abuse of authority, and harassment, including sexual harassment in the workplace or in connection with work. UNAIDS has zero tolerance towards abusive conduct. |
UNAIDS is committed to providing equity of access to employment, advancement and retention in UNAIDS, recognizing that it is in the interest of UNAIDS to recruit and maintain a diverse and skilled workforce that is representative of the diverse nature of society, which includes persons with disabilities. It is therefore the policy of UNAIDS to actively promote equity of access to employment opportunities within UNAIDS for persons with disabilities.
UNAIDS undertakes to provide reasonable accommodation necessary to enable a person with a disability to access employment opportunities, enter into and remain in employment within UNAIDS. The principle of reasonable accommodation applies to all aspects of employment, including recruitment, selection and appointment. |
Please visit UNAIDS's e-Recruitment website at: https://erecruit.unaids.org to review and apply to positions. The system provides instructions for online application procedures. |
All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement. |
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Vacancy Filled |
This vacancy is shown for viewing only. It is not currently open for applications
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UNAIDS has a smoke-free environment
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