Operations Assistant, Service Desk

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The Volunteer Services Centre (VSC) is responsible for providing timely and high-quality services in the sourcing, identification and recruitment of UN Volunteers, as well as in the management of the Conditions of Service of volunteers, and in the management of payroll, service desk and special initiatives for volunteers and UN entities globally.  VSC works in close collaboration with other relevant sections at headquarters, as well as with Regional Offices and Field Units to ensure seamless and consolidated services in accordance with regulations and rules, pertinent policies and internal procedures. 

Reporting to the Operations Associate, Talent Acquisition and Management, the Operations Assistant, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV’s Service Desk by email, through contact forms or other case creation channels. The Operations Assistant works in close collaboration with the volunteer talent pool, recruitment, management and payroll staff in the Volunteer Services Centre for resolving volunteer-related questions and issues. The Operations Assistant promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and user satisfaction.

Provision of usersupport 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 case resolution;
• 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;
• Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages;

Development of UNV’s Talent pool

• Review possible duplicate records based on automated functionality, delete or merge confirmed duplicates in the UNV Talent pool as per established procedures;
• Follow-up with relevant personnel on cases of database errors or data inconsistencies related to the Talent pool;
• Provide inputs for the development of database standards and procedures and apply them in all database management activities;
• Support the Operations Associates, Volunteer Recruitment, in tracking qualified candidates and ompiling supporting documents requested from candidates (e.g. university degrees, references, recommendation letters, etc.);

Administrative support

• Act as back-up Leave Monitor and Procurement focal point for the Volunteer Services Centre Compile data relevant to the Centre’s work plan and related activities, keeping track of documents, including organizing VSC intranet space;
• Extract and disseminate reports, statistics and other information related to the UNV global talent pool;
• Serve on a rotational basis as a focal point for the Centre on specific roles;

• Perform any other duties assigned by the supervisor.

Core Competencies:

Innovation

• Ability to make new and useful ideas work

Leadership

• Ability to persuade others to follow

People Management

• Ability to improve performance and satisfaction

Communication

• Ability to listen, adapt, persuade and transform

Delivery

• Ability to get things done while exercising good judgement

Technical/Functional Competencies:

Recruiting

• Knowledge of recruiting issues, procedures, and principles and the ability to apply them to strategic and/or practical situations to secure quality candidates

Quality Assurance

• Ability to perform administrative and procedural activities to ensure that quality requirements and goals are fulfilled

Operational Efficiency

• Ability to identify and execute opportunities to improve operational efficiency

Knowledge Management

• Ability to capture, develop, share and effectively use information and knowledge

Education:

• Secondary education, higher technical diploma or first university degree in communications, human resources or business administration a strong asset. 

Experience:

• 5 years of relevant work experience,  preferably in, customer/client support, human resources, or office administration.

Language Requirements:

• Fluency in English;
• Fluency in French and/or Spanish.

Other:

• Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.)
• Excellent written communication skills with the ability to adapt to different audiences
• Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.

Note:

• Only short-listed applicants will be contacted;
• The successful candidate will hold a UNDP letter of appointment;
• All posts in the GS categories are subject to local recruitment;
• This post is open to nationals of Kenya only.

Applicant information about UNDP rosters

UNDP/UNV reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP/UNV at the same grade level and with similar job description, experience and educational requirements.

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