Information Systems Assistant (Customer Support-Helpdesk) - Temporary

Org. Setting and ReportingThis position is located in the Service Design and Provisioning Team (SDP/CS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The incumbent will work under the direct supervision of the Senior Information Technology Assistant leading the Service Design and Provisioning Team (SDP) and the overall supervision of the Service Delivery Officer in the Office of the Chief, ITS. For more information on UNOV and UNODC, please visit: www.unov.org and www.unodc.org ResponsibilitiesThe incumbent will perform the following specific duties: • Provide proficient support in iNeed service delivery. As an iNeed agent, this entails handling Vienna calls/requests through the iNeed global system. • Provide Tier 1 and Tier 2 technical support. • Perform a wide range of office support and administrative functions. • Assist in providing software and office equipment support. • Deploy the installed PCs and productivity devices to end user desks. • Backup and restore user specific data. • Provide iNeed training to colleagues in Vienna. Prepare and provide short, targeted training sessions to new iNeed agents. • Coordinate elevated iNeed issues with the iNeed/USD main focal points. • Prepare technical and user documentation for deployed computer application systems, as well as training materials and conduct technical presentations. • Answer the IT Customer Support telephone lines and communicate professionally with users. Log enquiries and/or requests for assistance from users in the form of calls to the UNOV Customer Support telephone or through e-mail messages; maintain accurate log entries with fault details and contact information. • Respond to moderately complex requests and inquiries by providing technical guidance remotely to enable callers to solve problems. As necessary, dispatch unresolved enquiries to ITS colleagues for handling. • Provide support for identity and access issues using Azure Active Directory, including user provisioning, password resets, and troubleshooting authentication problems. • Manage and support device compliance and application deployment through Microsoft Intune, ensuring secure configuration and policy enforcement across enrolled devices. • Check the call log regularly to follow up on further action taken until satisfactory resolution of each case, bringing to the attention of responsible colleagues any upstanding situations within the established time frame. • Communicate and record, review relevant information to appropriate staff inside the work unit. • Prepare, provide and present accurate weekly statistics of calls and tickets handled by the Customer Support Team as well as those handled by Tier 2 and Tier 3 levels within IT local services. • Research and evaluate new CRM and other software products ensuring user friendliness and compatibility with current operational standards. • Conduct basic market analysis, small feasibility studies and market research. • Assist the Customer Support and Service Design and Provisioning Team in various other related tasks as required. • Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. • Assist with visualizations and updating information material such as web pages or brochures. • Carry out other related duties as assigned by the Team Leader of the Service Design and Provisioning Team (SDP) and the Service Delivery Officer (SD). Competencies• Professionalism – Has knowledge of relevant IT applications and good technical skills. Is able to participate in the maintenance of applications and provide user support. Is able to respond to changing requirements and assignments and is able to apply good judgment in the context of assignments given. Has knowledge of general office and administrative support including administrative policies, processes and procedures. Has good knowledge of the United Nations System. Has good knowledge of PC Operating Systems, M365, Lotus Notes, ITIL4 framework and presenting technical and statistical information. Has ability to perform analysis, modeling, and interpretation of data in support of decision-making. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines, and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. • Client orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client. • Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. EducationHigh school diploma or equivalent. Job - Specific QualificationITIL 4 or Prince 2 Certification is required. If available, the certificate must be uploaded under attachments. Azure Fundamentals Certification is desirable. If available, it must be uploaded under attachments. Work ExperienceA minimum of five (5) years of progressively responsible work experience in information systems administration and maintenance and administrative and office support functions, preferably in a large organization, is required. The minimum number of years of relevant experience is reduced to three for candidates who possess a first-level university degree or higher. Work experience in general office automation software, local area networks, and M365 is required. Work experience with Azure AD and Intune administration is required. Work experience in providing and presenting technical documentation and preparing statistics is desirable. Work experience within the United Nations or a similar international organization is desirable. Experience in data analytics or related area is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).