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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/13/FT19
Title: Service Desk Coordinator
Grade: P3
Contract type: Fixed-term Appointment
Duration of contract:  Two years
Date: 26 March 2013
Application Deadline: 22 June 2013 Vacancy Filled
Organization unit: AI/TIN Technology and Innovation (AI/TIN)
Field and Remote Support Division
Duty station:  Nairobi Kenya
The Technology and Innovation Department (TIN) 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. TIN 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.
Main tasks and Responsibilities of the Position:
The Global Service Desk 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 GSD promotes IT literacy, optimizing utilization of systems and enhancing the performance of users.
Reporting to the Chief, Field and Remote Support Division, 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 Chief, Field and Remote Support Division 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 Chief, Field and Remote Support Division.
- Perform other related duties or assignments as assigned by the Chief, Field and Remote Support Division and participate in on-call rotation.
Essential: First University degree in Computer Science or a related field, including ITIL Foundation Certification in IT Service Management. Or relevant technical education in the above mentioned field of IT complimented by relevant experience.
Desirable: MCSE qualification, ITIL Certification.
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. Managing performance and resources
2. Exercising sound judgement
3. Building relationships and networks
Essential: At least five (5) years' 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 2010 suite, Windows 7, and other office automation software, web software and user support tools; good knowledge of Windows networks, and user account maintenance.
Essential: Advanced level of English.
Desirable: Good working knowledge of another UN official language.
Additional Information:
Positions at the international professional category within UNAIDS will be subject to the Organization's Mobility Policy.
Annual salary: (Net of tax)
56,091 US$ at single rate
60,091 US$ with primary dependants
Post Adjustment: 43.1 % 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.

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.

Online applications are strongly encouraged to enable UNAIDS to store your profile in a permanent database. Please visit UNAIDS's e-Recruitment website at: https://erecruit.unaids.org. 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.
Vacancy Filled

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