Service Desk Officer- ( for internal staff only)

Org. Setting and Reporting

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. Service Desk Officer t reports to the Senior Service Desk Officer.

Responsibilities

The incumbent: 3.1. Provides first level Information Management and Technology (IMT) support services to end-users, in accordance with established standards, policies and operating procedures, including: 3.1.1 Provision of Tier-1 level support and troubleshooting of department-specific information management systems and applications; 3.1.2 Provision of Tier-1 level support and troubleshooting of IMT devices, applications and services in UNRWA areas of operation as required; 3.1.3 Fulfilling end-user requests for IMT services within established Service Level Agreements (SLAs), including access to application systems and computer or mobile resources; 3.1.4 Performing user account management; 3.1.5 Identifying and resolving/escalating reported incidents, analyzing issues, identifying systemic problems, and recommending appropriate solutions; 3.1.6 Escalating incidents with accurate documentation to suitable support teams or vendor; 3.1.7 Using remote tools and diagnostic utilities to aid in troubleshooting; 3.1.8 Maintaining and timely updating the service desk system with accurate statuses of all assigned service requests and incidents; 3.1.9 Collecting and analyzing feedback from end-users and making recommendations to the appropriate internal team. 3.2. Installs new or updates existing end-user IMT hardware, mobile devices and software, including operating system and anti-virus software, in accordance with established standards; prepares and maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices and provision of minor IMT equipment; 3.3. Conducts end-user training needs assessment with substantive contribution to the development of end-users training materials and provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices and standard software packages; 3.4. Prepares and supports requested IMT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection services; provides daily video conferencing connectivity and troubleshooting services; 3.5. Provides general information and advice to end-user queries on IMT products and services at UNRWA, potential access, usage policies, acquisition, upgrade and replacement of standard IMT hardware, software, or mobile equipment; 3.6. Creates help sheets and FAQ lists for end users and contribute to knowledgebase as needed; 3.7. Assists with implementation of projects related to end-user service delivery services; 3.8. Performs such other duties as may 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 following 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 university degree from an accredited educational institution in information technology, information management, computer science, or other related discipline; - Microsoft Office Specialist certification

Job - Specific Qualification

Not available.

Work Experience

- A minimum of three years progressively responsible and relevant experience in IT Service or Help Desk experience providing user support in a network computer environment including one year with video conference facilities management and support is required. - Work experience with video conference technology, Microsoft Windows based desktop technology, Microsoft Office software suite, Microsoft 365 solutions and working in an ITIL-driven environment with knowledge of ITIL principles and processes is required.

Languages

Very good command of spoken and written English and Arabic.

Assessment

Evaluation of qualified candidates may include an assessment exercise, which may be followed 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; including 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 13 Monthly basic salary 742.70 USD Other benefits include: • Provident Fund contribution (15.4% of basic salary paid by the Agency). • Dependency allowances (if applicable). • 30 days of annual leave. Additional benefits: • 2.5 days of sick leave for each completed month of service. • 14 weeks of Maternity Leave. • 2 weeks paternity leave The incumbent may be required to travel in the Agency's area of operations. - Candidates who are invited to a written test should submit their academic qualifications, employment certificates and other required documents, either before the date of the test, or on the day of the test. Failure to do so may entail disqualification from the recruitment process. - 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 should also submit a statement of non-employment (3 copies) given that governmental, or joint sector employees cannot be appointed to UNRWA posts even if they have leave without pay permit. - 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 in the recruitment process and receive an offer of appointment to the respective post must submit a notification issued by GAPAR to the effect that they have reported to GAPAR and have filled the required forms for obtaining approval of competent government 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 should also submit the following: • Statement of non-conviction (3 copies). وثيقة غير محكوم عدد 3 • Copy of personal ID. نسخة عن الهوبة * Equivalency: Equivalency is not applicable. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. The Agency may disqualify applicants whose name appears on the UN Sanctions List, or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. * General information 1. This vacancy notice is open to internal candidates only. As an Area post, only candidates who reside in Syria at the time of applications are eligible to apply. The Agency does not assume responsibilities nor support the issuance of work permits for those who has no legal documents to live in Syria, job opening applies only to potential candidates residing within the field of the post, residing within commuting distance of the duty station of the post. 2. Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities 3. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified women; 4. A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post; 5. Only applications that have been fully completed in UNRWA’s online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate; 6. For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade. 7. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. 8. The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. 9. UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations. 10. The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework. 11. UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live; 12. Please ensure that the e-mail address and mobile phone number that you have written in your Personal History Form are accurate and active. Your status in relation to the vacancy will be communicated to you only via the email listed on your Personal History Form; 13. Qualified female candidates are strongly encouraged to apply; 14. Please find below the link to a video that guides applicants on how to apply to job opening: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing 15. For more information please visit the website, http//: inspira.un.org.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed 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.