Senior Service Desk Officer, Syria

Organizational Setting and Reporting

UNRWA is a United Nations company established by the General Assembly in 1949 and is remitted to supply help and safety to a inhabitants of some 5.8 million registered Palestine refugees. Its mission is to assist Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to realize their full potential in human improvement, pending a simply answer to their plight. UNRWA’s companies embody training, well being care, aid and social companies, camp infrastructure and enchancment, microfinance, and emergency help. UNRWA is the most important UN operation within the Middle East with greater than 30,000 workers. UNRWA is funded virtually totally by voluntary contributions. If you might be in search of a rewarding alternative to make a tangible distinction for some of the weak communities on this planet, UNRWA wish to hear from you. Senior Service Desk Officer studies to the Head, Field Information Management and Technology Office (FIMTO). Supervisees and Technical Guidance supplied: The quantity and kind of workers assigned for supervision and technical steering will rely on the assigned work. The assigned group could comprise of Service desk posts in varied classes together with consultants and momentary workers.

Responsibilities

1. Plans and manages the technical and administrative facets of IT service desk operate, consistent with established Agency service supply insurance policies, procedures and requirements, together with: 1.1 Monitoring the operation and efficiency of the service desk actions and initiates crucial actions to boost efficiency; 1.2 Ensuring that incidents and requests are dealt with in accordance with agreed procedures; 1.3 Ensuring that documentation of the supported companies is obtainable and in an applicable type for these offering help. Creating and sustaining help documentation; 1.4 Providing technical steering, directions, coaching, help to the service desk workers; 1.5 Coordinating end-user IT coaching actions; 1.6 Preparing administration studies on service desk metrics and tools inventories; 1.7 Liaising with distributors and different exterior Agencies relating to {hardware} and software program set up and upkeep actions. 2. Coordinates and organizes deployment of end-user laptop {hardware}, software program, and purposes assets for the help of end-user actions; promulgates to customers of such techniques the suitable operations and normal procedures, making certain that such procedures are present and enforced; 3. Manages end-user {hardware} and software program supply, set up, and upkeep actions with involved departments; administers related service contracts preparation and administration; prepares survey studies for out of date or surplus end-user Information Management and Technology (IMT) belongings and different assets. Coordinates preparation and certifies relevant Requests for Purchase for end-user {hardware} and software program; co-ordinates with Procurement and Logistics Office on associated procurement actions; 4. Support the implementation of assigned initiatives and initiatives in the direction of strengthening service supply within the Agency as required; 5. Performs administration, upkeep, and help of related on-premise and cloud IMT assets and techniques associated to end-user companies together with: 5.1 User account administration; 5.2 Email account administration; 5.3 Video convention service administration. 6 Develops, implements, and maintains requirements, insurance policies, procedures, pointers and applied sciences associated to IT service administration processes primarily based on ITIL akin to Incident, Request fulfilment, Change and Problem Management, in coordination with all stakeholders; 7 Ensures correct end-user IMT assets (e.g., workstations, laptops, cellular gadgets, software program and so forth.) stock is maintained and guarantee associated data are correct and full within the Configuration Management Database (CMDB) of the IT service administration system; 8 Complies with IMT insurance policies, frameworks and requirements, UN finest practices and business requirements in addition to related technical pointers, conducting coaching to enterprise counterparts and group members as required; 9 Performs different duties as could also 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 could 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 college diploma from an accredited instructional establishment in laptop science, data expertise, electrical or laptop engineering or associated self-discipline; 2 Certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or different associated Microsoft cloud-based techniques and purposes; 3 IT Service Management certification akin to ITIL basis.

Job – Specific Qualification

Not out there.

Work Experience

Six years of progressively accountable and related expertise in delivering IMT help companies and coaching for end-users in a big IMT atmosphere, together with two years in a supervisory place and implementing IMT service supply is required; Advanced expertise and data of Microsoft Office on-premise and cloud-based options akin to Microsoft 365 platform and associated messaging and collaboration techniques, and content material administration techniques. Good expertise with LAN administration, Video Conferencing expertise operations, Email and Active Directory (AD) administration is required.

Languages

Very good command of written and spoken English and Arabic

Assessment

Evaluation of certified candidates could embody an evaluation train which can be adopted 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; together with 1 12 months probation interval, with the potential for additional extension, topic to the supply of funds, passable efficiency, and persevering with want. Grade and Salary: Grade 16 Monthly fundamental wage 902.70 USD Other advantages embody:

• Provident Fund contribution (15.4% of fundamental wage paid by the Agency).
• Dependency allowances (if relevant).
• 30 days of annual go away. Additional advantages:

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• 2.5 days of sick go away for every accomplished month of service.
• 14 weeks of Maternity Leave.
• 2 weeks paternity go away The incumbent could also be required to journey within the Agency’s space of operations. – Candidates who’re invited to a written check ought to submit their tutorial {qualifications}, employment certificates and different required paperwork, both earlier than the date of the check, or on the day of the check. Failure to take action could entail disqualification from the recruitment course of. – 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 must also submit an announcement of non-employment (3 copies) provided that governmental, or joint sector staff can’t be appointed to UNRWA posts even when they’ve go away with out pay allow. – 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 within the recruitment course of and obtain a proposal of appointment to the respective publish should submit a notification issued by GAPAR to the impact that they’ve reported to GAPAR and have crammed the required varieties for acquiring approval of competent authorities 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 must also submit the next:
  • Statement of non-conviction (3 copies). وثيقة غير محكوم عدد 3
  • Copy of private ID. نسخة عن الهوبة * Equivalency: Equivalency not relevant for this publish. Advertisements revealed solely in English will solely settle for purposes in English, and Arabic submissions is not going to be thought-about. The Agency could disqualify candidates whose title seems on the UN Sanctions List, or a UN database of workers separated for purpose of misconduct or of workers who separated while misconduct processes had been pending. * General data 1. This emptiness discover is open to inner candidates solely. As an Area publish, solely candidates who reside in Syria on the time of purposes are eligible to apply. The Agency doesn’t assume duties nor help the issuance of labor permits for many who has no authorized paperwork to reside in Syria, job opening applies solely to potential candidates residing throughout the subject of the publish, residing inside commuting distance of the responsibility station of the publish. 2. Preference shall be given to registered Palestine refugees and candidates aiding the Agency to fulfill its dedication to gender parity. UNRWA welcomes purposes from certified candidates with disabilities 3. UNRWA is dedicated to reaching gender parity in any respect ranges of staffing underneath the present UN-wide gender agenda and strongly encourages purposes from certified girls; 4. A roster could also be created from the choice train, and profitable candidates could develop into eligible for appointment to the identical publish or the same publish; 5. Only purposes which were totally accomplished in UNRWA’s on-line e-recruitment system inspira shall be thought-about and no late purposes shall be accepted. The PHP must be accomplished with full related work expertise underneath the expertise tabs as per the necessities within the Job Opening. All acquired college levels should even be acknowledged, if relevant. Applicants making use of to positions for Grades 12 to twenty should submit a canopy letter/motivational assertion to be able to be thought-about. Additionally, offering incorrect or deceptive data on an utility will end result within the instant disqualification of a candidate; 6. For UNRWA inner workers, they’re required to specify and embody their present UNRWA grade degree. To accomplish that candidates ought to choose underneath “Category” RLG, scroll all the way down to see all classes, then choose their native grade. 7. Advertisements revealed solely in English will solely settle for purposes in English, and Arabic submissions is not going to be thought-about. 8. The Agency could disqualify candidates whose title seems on the UN Sanctions List or a UN database of workers separated for purpose of misconduct or of workers who separated while misconduct processes had been pending. 9. UNRWA shares investigation and misconduct data with different UN Agencies, and previous and potential employers, about workers members who’ve been separated for misconduct, or who’ve separated while an investigation and/or disciplinary course of for misconduct is underway; and such individuals could also be prohibited from employment with the United Nations. 10. The Agency will instantly disqualify candidates who’re ineligible for any purpose in accordance with the Agency regulatory framework. 11. UNRWA is funded virtually totally by voluntary contributions from UN member states, regional our bodies, enterprise foundations and particular person contributions. The mission of UNRWA is to assist Palestine refugees obtain their full potential in human improvement underneath the tough circumstances during which they reside; 12. Please make sure that the e-mail tackle and cell phone quantity that you’ve got written in your Personal History Form are correct and energetic. Your standing in relation to the emptiness shall be communicated to you solely by way of the e-mail listed in your Personal History Form; 13. Qualified feminine candidates are strongly inspired to apply; 14. Please discover under the hyperlink to a video that guides candidates on the way to apply to job opening: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing 15. For extra data please go to the web site, http//: inspira.un.org.

United Nations Considerations

Staff members are topic to the authority of the Commissioner-General of UNRWA and to task by her or him. UNRWA is dedicated to reaching gender parity in any respect ranges of staffing underneath the present UN-wide gender agenda and strongly encourages purposes from certified candidates from under-represented teams. At UNRWA, the paramount consideration within the recruitment and employment of workers is the need of securing the very best requirements of effectivity, competence and integrity, with due regard to geographic range. All employment choices are made on the premise of {qualifications} and organizational wants. UNRWA is dedicated to creating a various and inclusive atmosphere of mutual respect. Reasonable lodging for candidates with disabilities could also be supplied to help participation within the recruitment course of when requested and indicated within the utility. UNRWA Considerations UNRWA workers are anticipated to uphold the very best requirements of effectivity, competence, neutrality, impartiality and integrity. This consists of respect for and dedication to human rights, range and non-violent technique of coping with all types of battle. Only individuals who totally and unconditionally commit to those values ought to take into account making use of for UNRWA jobs. Candidates is not going to be thought-about for employment with UNRWA if they’ve dedicated violations of worldwide human rights legislation, violations of worldwide humanitarian legislation, sexual exploitation, sexual abuse, or sexual harassment, or if there are affordable grounds to consider that they’ve been concerned within the fee of any of those acts. Candidates who’ve dedicated crimes apart from minor site visitors offences will not be thought-about for employment. The Agency could disqualify candidates who’ve separated for purpose of misconduct, who left a UN Agency whereas misconduct processes had been pending, or who seem on the UN Sanctions List. UNRWA is a non-smoking work atmosphere. Applicants are urged to observe fastidiously all directions out there within the on-line recruitment platform, inspira. For extra detailed steering, candidates could consult with the Manual for the Applicant, which may be accessed by clicking on “Manuals” hyper-link on the higher proper facet of the inspira account-holder homepage. The analysis of candidates shall be carried out on the premise of the data submitted within the utility in accordance with the analysis standards of the job opening and the relevant inner legislations of the United Nations together with the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and pointers. Applicants should present full and correct data pertaining to their private profile and {qualifications} in accordance with the directions supplied in inspira to be thought-about for the present job opening. No modification, addition, deletion, revision or modification shall be made to purposes which were submitted. Candidates underneath critical consideration for choice shall be topic to reference checks to confirm the data supplied within the utility. Job openings marketed on the Careers Portal shall be eliminated 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.