Deadline: 28 October 2015
The United Nations Children’s Fund is currently seeking applications from the eligible applicants for the post of IT Assistant, based in Budapest, Hungary.
UNICEF has been working on the ground in 190 countries and territories to promote children’s survival, protection and development.
Key Job Responsibilities
The IT Assistant will perform the following functions-
- 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).
- 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.).
- Create Task in Service Manager for service requests and assign them appropriately.
- Reset/Unlock passwords and accounts for global systems (AD, VISION, WebHRIS).
- Create access request on behalf of users when requested (i.e. APPROVA Requests).
- 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.
Eligibility Criteria
Applicants must 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.
- Minimum of five (5) years relevant experience in information technology (IT) is required.
- A completed university degree from an accredited institution (i.e. degree certificate in-hand) will be counted towards the minimum work experience requirements.
- 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.
- Knowledge of UN/UNICEF’S rules, regulations and procedures is considered 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 highly desirable.
How to Apply
Applications must be submitted through online process.
For more information, please visit UNICEF.
