Helpdesk Analyst

OBJECTIVES OF THE PROGRAMME

The Department of Information Management and Technology has an operational and strategic role. On the one hand, the department provides relevant, quality, reliable and cost-effective IT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing and managing projects to address these requirements. The Chief Technology Officer sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization. It provides services and underlying technology platforms for digital workplace and enterprise information systems through the following teams:

i. Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation;

ii. Architecture and Infrastructure: help sets the overall technology architecture and standards and manages technology infrastructure foundation;

iii. Workplace and Collaboration Services: Manages technology platforms and services fora digital workplace, including tools for end-users and collaboration services; and

iv. Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.

DESCRIPTION OF DUTIES

Under the overall supervision of the Group Lead, Global Service Desk and reporting directly to the Helpdesk Officer, and in close coordination with other teams in the Information Management and Technology (IMT) Department, the incumbent is responsible for providing IT technical support to WHO's end user community ensuring that all IT issues and service requests specific to WHO's systems are fulfilled, addressed, and/or resolved within agreed resolution times. The incumbent is expected to undertake the following duties and responsibilities:

• Recommend an appropriate course of action to resolve tickets or escalate accordingly.
• Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
• Act as first point of contact via phone/email/chat or walk-in support for end users in WHO and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
• Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
• Ensure all tickets are followed up and actioned within stipulated timeframe to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
• Provide technical support to user issues on products supported in a systematic and logical way.
• Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
• Identify and flag gaps in existing Knowledge Base articles.
• Contribute towards producing documentation and SOP documents.
• Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the WHO computing environment in accordance to relevant procedures in GSD.
• Highlight and follow-up on recurring issues to Senior Helpdesk Analysts so that Major Incident or Problem Management process are triggered.
• Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
• Other duties and responsibilities as assigned by supervisor.

REQUIRED QUALIFICATIONS

Education

Essential:

• Completion of secondary, technical, or commercial school education.
  

Desirable:

• ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks.
• Training in IT end-user support and global shared services / call center environments.

Experience

Essential:

• At least 5 years of relevant experience including providing end-user support in a corporate environment;
• 4 years with a first level university degree or;
• 3 years with an advanced university degree.

Desirable:

• Experience in providing first and second level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment.
• Experience in WHO computing environment.
• Prior experience in global shared services / call center.

Skills

Essential:

• Proven knowledge of Incident Management across Desktop technologies (Windows clients and Microsoft Office applications) and/or Business Applications (such as ERP systems).
• Strong knowledge in service desk systems, incident and problem handling and escalation.
• Excellent phone etiquette and phone handling skills/techniques.
• Capability to translate the language of customers into useful technical information and vice versa.
• Ability to multi-task.
• Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.

Desirable:

• Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office.
• Basic knowledge of ITIL concepts and processes and using helpdesk ticketing system.
• Excellent written and oral communications and training skills for educating and encouraging users.
• Ability to communicate and cooperate with various levels of employees.
• Capacity for immediate self-education in use of new systems and software applications.

WHO Competencies

1. Teamwork
2. Respecting and promoting individual and cultural differences
3. Communication
4. Producing results
5. Moving forward in a changing environment

Use of Language Skills

Essential:

• Expert knowledge of English.
  

Desirable:

• Intermediate knowledge of French.
  
  

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at MYR 54,648 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level including those of a temporary nature.

• Only candidates under serious consideration will be contacted.

• A written test and/or an asynchronous video assessment may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

• The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply.

• Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int

• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• For information on WHO's operations please visit: http://www.who.int.

• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.

• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.

• Please note that WHO's contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.

• In case the website does not display properly, please retry by: (i) checking that you have the latest version of the browser installed (Chrome, Edge or Firefox); (ii) clearing your browser history and opening the site in a new browser (not a new tab within the same browser); or (iii) retry accessing the website using Mozilla Firefox browser or using another device. Click this link for detailed guidance on completing job applications: Instructions for candidates