Service Desk Agent - 6-month fixed term (PE-10732)

2021-11-19-Budapest-IT/Telekom
A munkáltatóról / About the company
Would you like to work for a UN organisation? We have a great opportunity to start your career as Service Desk Agent
Pozíció részletezése / Position overview
UNICEF Global Shared Services Centre is seeking candidates for IT Assistant positions in our Customer Care Section. These roles will provide first tier support to restore normal service to users as quickly as possible, fix technical faults, and fulfill service requests, answer queries and provide other support as needed to allow users to continue working. Serve as point of contact between Subject Matter Experts (SMEs) and users/customers in all UNICEF locations for all matters related to ICT service provisioning.

If you join us, you will be responsible for the followings:

Incident Management duties:

• Log incidents. Answer phone calls, assist walk-ins, or address event triggered incidents.
• Categorize and prioritize incidents
• Perform initial diagnosis. Discover full symptoms, determine source of problem and how to correct it. Use diagnosis scripts and known errors
• Escalate incident to Tier 2 when needed. Continue to facilitate communication with users, Local Site Administrators (LSAs) and Subject Matter Experts (SMEs) as needed; review/monitor escalations of aged incidents and service calls waiting for users, LSAs, SMEs and Regional IT staff
• Investigation and Diagnosis (understand chronological order, identify events that might have triggered incidents, knowledge searches for previous occurrences, and incidents/problems records within the first-point resolution time limit (OLA for Tier 1)
• Resolution and Recovery. Ensure user understands provided solutions, provide remote assistance to diagnose and implement solution within the first-point resolution time limit (OLA for Tier 1) without the support of other teams
• Generate daily Service Desk reports (Open Tasks and Incidents for SMEs, etc.)
• Generate Service Desk End of Shift Reports (Activities performed by the Shift, etc.)
• Generate Weekly Reports (Open incidents and Tasks for escalation purposes, etc.)

Access Management duties:

• Create Task in Service Manager for service requests and assign them appropriately
• Reset/Unlock passwords and accounts for global systems (AD, SAP, WebHRIS)
• Create access request on behalf of users when requested (i.e. APPROVA Requests)

Perform Project related activities and other assigned tasks:

• Create Tasks in Service Manager for release process for new services and systems
• Support the compilation of Frequently Asked Questions
• Other tasks as assigned by the supervisor

What you need to have?

• Completion of secondary education (i.e. high school diploma) is a minimum requirement
• University level courses in computer science, information systems, engineering, telecommunications, or equivalent qualifications is desirable
• Advanced knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is required
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable
• Work experience with a development organization with multi-cultural and diverse environment is an asset
• Work experience in dealing with Customer Support and Services is an asset.
• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is considered an asset
• Knowledge of the local language of the duty station is an asset

What we offer?

• Friendly and modern office environment
• Competitive salary depending on your skills and experience
• This contract is for a 6 months duration starting ASAP with the possibility of prolongation
• 3 days home office
• it is a great first step if you wish to start your career in a UN organisation or in the Shared Service Center

KAPCSOLAT

Cím: 1134 Budapest, Dévai utca 19. VIII/811

E-mail cím: office@jobsgarden.hu

Mobil: +36 70 320 9392, +36 30 445 0677

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