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 offer 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 resolution to their plight. UNRWA’s companies embody training, well being care, reduction and social companies, camp infrastructure and enchancment, microfinance, and emergency help. UNRWA is the biggest UN operation within the Middle East with greater than 30,000 employees. UNRWA is funded virtually solely by voluntary contributions. If you might be on the lookout for a rewarding alternative to make a tangible distinction for probably the most weak communities on the earth, UNRWA want to hear from you. UNRWA is a United Nations company established by the General Assembly in 1949 and is remitted to offer 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 resolution to their plight. UNRWA’s companies embody training, well being care, reduction and social companies, camp infrastructure and enchancment, microfinance, and emergency help. UNRWA is the biggest UN operation within the Middle East with greater than 30,000 employees. UNRWA is funded virtually solely by voluntary contributions. If you might be on the lookout for a rewarding alternative to make a tangible distinction for probably the most weak communities on the earth, UNRWA want to hear from you. Service Desk Officer t studies to the Senior Service Desk Officer.

Responsibilities

The incumbent: 3.1. Provides first stage Information Management and Technology (IMT) assist companies to end-users, in accordance with established requirements, insurance policies and working procedures, together with: 3.1.1 Provision of Tier-1 stage assist and troubleshooting of department-specific info administration methods and functions; 3.1.2 Provision of Tier-1 stage assist and troubleshooting of IMT gadgets, functions and companies in UNRWA areas of operation as required; 3.1.3 Fulfilling end-user requests for IMT companies inside established Service Level Agreements (SLAs), together with entry to utility methods and pc or cell assets; 3.1.4 Performing person account administration; 3.1.5 Identifying and resolving/escalating reported incidents, analyzing points, figuring out systemic issues, and recommending applicable options; 3.1.6 Escalating incidents with correct documentation to appropriate assist groups or vendor; 3.1.7 Using distant instruments and diagnostic utilities to help in troubleshooting; 3.1.8 Maintaining and well timed updating the service desk system with correct statuses of all assigned service requests and incidents; 3.1.9 Collecting and analyzing suggestions from end-users and making suggestions to the suitable inside group. 3.2. Installs new or updates current end-user IMT {hardware}, cell gadgets and software program, together with working system and anti-virus software program, in accordance with established requirements; prepares and maintains an up-to-date stock of put in gadgets and software program licenses; liaises with upkeep and repair distributors to put in and repair end-user pc {hardware}, cell gadgets and provision of minor IMT gear; 3.3. Conducts end-user coaching wants evaluation with substantive contribution to the event of end-users coaching supplies and supplies formal and on-the-job coaching on the usage of computing companies and services, gadgets, instruments, wi-fi connectivity, mobiles gadgets and commonplace software program packages; 3.4. Prepares and helps requested IMT companies for numerous inside and exterior conferences, together with vital Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection companies; supplies each day video conferencing connectivity and troubleshooting companies; 3.5. Provides basic info and recommendation to end-user queries on IMT services at UNRWA, potential entry, utilization insurance policies, acquisition, improve and alternative of normal IMT {hardware}, software program, or cell gear; 3.6. Creates assist sheets and FAQ lists for finish customers and contribute to knowledgebase as wanted; 3.7. Assists with implementation of initiatives associated to end-user service supply companies; 3.8. Performs such different duties as could also be assigned.

Competencies

UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default In addition, the next competencies apply: 4.4.1 Following Instructions and Procedures; 4.4.2 Coping with Pressure and Setbacks; 4.4.3 Relating and Networking; 4.4.4 Adapting and Responding to Change; 4.4.5 Learning and Researching.

Education

• A college diploma from an accredited academic establishment in info know-how, info administration, pc science, or different associated self-discipline; – Microsoft Office Specialist certification

Job – Specific Qualification

Not obtainable.

Work Experience

• A minimal of three years progressively accountable and related expertise in IT Service or Help Desk expertise offering person assist in a community pc atmosphere together with one 12 months with video convention services administration and assist is required. – Work expertise with video convention know-how, Microsoft Windows based mostly desktop know-how, Microsoft Office software program suite, Microsoft 365 options and dealing in an ITIL-driven atmosphere with information of ITIL ideas and processes is required.

Languages

Very good command of spoken and written 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 of additional extension, topic to the provision of funds, passable efficiency, and persevering with want. Grade and Salary: Grade 13 Monthly fundamental wage 742.70 USD Other advantages embody:

• Provident Fund contribution (15.4% of fundamental wage paid by the Agency).
• Dependency allowances (if relevant).

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• 30 days of annual depart. Additional advantages:
• 2.5 days of sick depart for every accomplished month of service.
• 14 weeks of Maternity Leave.
• 2 weeks paternity depart 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 also needs to submit an announcement of non-employment (3 copies) on condition that governmental, or joint sector staff can’t be appointed to UNRWA posts even when they’ve depart 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 suggestion of appointment to the respective submit 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 also needs to submit the next:
  • Statement of non-conviction (3 copies). وثيقة غير محكوم عدد 3
  • Copy of private ID. نسخة عن الهوبة * Equivalency: Equivalency is just not relevant. Advertisements printed solely in English will solely settle for functions in English, and Arabic submissions is not going to be thought of. The Agency could disqualify candidates whose identify seems on the UN Sanctions List, or a UN database of employees separated for purpose of misconduct or of employees who separated while misconduct processes had been pending. * General info 1. This emptiness discover is open to inside candidates solely. As an Area submit, solely candidates who reside in Syria on the time of functions are eligible to apply. The Agency doesn’t assume obligations nor assist the issuance of labor permits for many who has no authorized paperwork to stay in Syria, job opening applies solely to potential candidates residing inside the subject of the submit, residing inside commuting distance of the responsibility station of the submit. 2. Preference shall be given to registered Palestine refugees and candidates aiding the Agency to fulfill its dedication to gender parity. UNRWA welcomes functions from certified candidates with disabilities 3. UNRWA is dedicated to reaching gender parity in any respect ranges of staffing beneath the present UN-wide gender agenda and strongly encourages functions from certified girls; 4. A roster could also be created from the choice train, and profitable candidates could turn out to be eligible for appointment to the identical submit or an identical submit; 5. Only functions which were absolutely accomplished in UNRWA’s on-line e-recruitment system inspira shall be thought of and no late functions shall be accepted. The PHP must be accomplished with full related work expertise beneath the expertise tabs as per the necessities within the Job Opening. All acquired college levels should even be said, 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 of. Additionally, offering incorrect or deceptive info on an utility will end result within the speedy disqualification of a candidate; 6. For UNRWA inside employees, they’re required to specify and embody their present UNRWA grade stage. To achieve this candidates ought to choose beneath “Category” RLG, scroll all the way down to see all classes, then choose their native grade. 7. Advertisements printed solely in English will solely settle for functions in English, and Arabic submissions is not going to be thought of. 8. The Agency could disqualify candidates whose identify seems on the UN Sanctions List or a UN database of employees separated for purpose of misconduct or of employees who separated while misconduct processes had been pending. 9. UNRWA shares investigation and misconduct info with different UN Agencies, and previous and potential employers, about employees 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 solely 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 beneath the troublesome circumstances by which they stay; 12. Please be certain that the e-mail deal with and cell phone quantity that you’ve written in your Personal History Form are correct and energetic. Your standing in relation to the emptiness shall be communicated to you solely through 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 best way to apply to job opening: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing 15. For extra info 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 project by her or him. UNRWA is dedicated to reaching gender parity in any respect ranges of staffing beneath the present UN-wide gender agenda and strongly encourages functions from certified candidates from under-represented teams. At UNRWA, the paramount consideration within the recruitment and employment of employees is the need of securing the best requirements of effectivity, competence and integrity, with due regard to geographic range. All employment choices are made on the idea 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 assist participation within the recruitment course of when requested and indicated within the utility. UNRWA Considerations UNRWA employees are anticipated to uphold the best requirements of effectivity, competence, neutrality, impartiality and integrity. This contains respect for and dedication to human rights, range and non-violent technique of coping with all types of battle. Only individuals who absolutely and unconditionally commit to those values ought to contemplate making use of for UNRWA jobs. Candidates is not going to be thought of 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 aside from minor site visitors offences will not be thought of 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 comply with fastidiously all directions obtainable within the on-line recruitment platform, inspira. For extra detailed steering, candidates could confer with the Manual for the Applicant, which might be accessed by clicking on “Manuals” hyper-link on the higher proper aspect of the inspira account-holder homepage. The analysis of candidates shall be carried out on the idea of the data submitted within the utility in line with the analysis standards of the job opening and the relevant inside 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 tips. Applicants should present full and correct info pertaining to their private profile and {qualifications} in line with the directions supplied in inspira to be thought of for the present job opening. No modification, addition, deletion, revision or modification shall be made to functions which were submitted. Candidates beneath 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.