Duties and Responsibilities
Provision of user-support through UNV’s Service Desk
- Review and assign incoming cases in line with
established procedures and responsibilities.
- Respond to enquiries from all stakeholders
(candidates, volunteers, host entities, UNV personnel) and ensure timely
and accurate case resolution as per the Service Desk team’s KPIs.
- Escalate cases to relevant subject matter
experts for guidance, clarification and solution.
- Assist individuals facing difficulties using
UNV’s volunteer management systems.
- Contribute to solving recurring issues faced by
users of UNV’s volunteer management systems through proposing and testing
solutions, aiming at reducing the number of cases created and enhancing
the user experience.
- Suggest new or revision of existing standard
enquiry templates or other self-service content as appropriate and in line
with the evolving nature of queries received.
- Contribute to developing the Service Desk
knowledge base of queries and resolutions, provide inputs to training
materials on using UNV’s Service Desk tools and feedback for the
improvement of Service Desk related IT systems.
- Assist in translations of standard Service Desk
correspondence and self-service content in all three UNV working languages
(English, French. Spanish).
Contribution to operational services to UN Volunteers
- As appropriate, support relevant sections in the
provision of services encompassing the full cycle of volunteers’
engagement, from identification through deployment, onboarding,
entitlements management, separation and payroll, in adherence to
established regulations and policies.
- Provide guidance and support candidates, UN
Volunteers and partner agencies on the Conditions of Service, as well as
on the volunteer cycle.
- Contribute to the improvements of Service Desk
workflows by identifying bottlenecks and proposing solutions to streamline
processes.
Management Support
- Extract and disseminate reports, statistics and
other information Support the Team in the coordination of the team
meetings, annual work planning and reporting processes.
- Serve on a rotational basis as a focal point for
the Volunteer Solutions Section on specific roles.
- Perform any other duties assigned by the
supervisor.
Required Skills and Experience
Education:
- Secondary education with technical training in
communications, human resources or business administration OR
- University degree in communications, human
resources, business administration, or related area is desirable, but it
is not a requirement.
Experience:
- Secondary education with 6 years of relevant
experience in communications, human resources or administration or a
related field
- Alternatively, a Bachelor’s degree in
combination of 3 years of relevant experience
- Knowledge of information technology at an
advanced user level, including office software packages (MS Word, Excel,
etc.).
- Experience in assisting in user training or
documentation is an advantage.
- Experience using a Client Relationship
Management (CRM) system for customer/client support a strong asset.
- Work experience within the United Nations or an
international organization is an asset.
- Experience with remote
troubleshooting is an advantage.
- Experience in user satisfaction initiatives
is desirable.
- Experience in managing service
tickets is an asset.
How to Apply
