• Managing IT helpdesk on call and on-site support
• Managing and organizing IT asset and inventory management.
• Managing and preparing routine reports and any ad-hoc reports as requested by Direct Manager
• Implement and maintain UN IMCTS Helpdesk Support workflow for check-in, check out, and UN E-mail requisition and registration on Service Request Management (Oracle Siebel (CRM))
• Coaching and knowledge transferring to new staff and junior staff
• IT Knowledge Base content on core application / hardware (i.e. Outlook, Office2016, Skype for business, One-drive, Ricoh MFP, Lenovo security patches, etc.) have been updated properly.
• Ensure that Knowledge Base platform including content, structure and training materials must be complied with IMCTS/Helpdesk team project planning.
• Ensure that all contents are authorized and approved by respective managers and stakeholders.
• Organize training sessions to users and stakeholders when necessary.
Bangkok
1 February 2020 - 31 January 2022
Under the guidance of the Chief of IT Service Desk and in consultation with the Chief of
IMCTS, the consultant to work with IMCTS IT Service Desk in knowledge management and IT support process area.
Due to the rapid change on core application (such as Email, office application and shared drive) and hardware such as Ricoh MFP, few IT support processes (such as Check in/out, incident of some areas) have been changed. Consultant is responsible to update / correction / improve content of IT knowledge base mainly processes and procedures to meet with those changes. Consultant is to help educate / perform knowledge transfer to helpdesk engineer of those changes.
Experienced consultant on following is needed:
- At least 3 years hands-on on IT support (including both 1st and 2nd tier support).
- Experience in IT support on an International Event (preferably UN related event).
- Experience in UN iNeed Support system and E-mail Requisition & Registration methodology.
- Experience in UN IMCTS Helpdesk Support flow for check-in, check out procedure and inventory control.
- Experience in Technical and Incident Office Support
- Experience in coaching and supervising new & junior staff.
- Experience working in Multi-National Company (MNC) or an international organization.
Skills: Windows 7 / 10, Office 2010 / 2016 and Office 365, Experience in Oracle Siebel Helpdesk Agent Application, Experience in Coaching, Experience in UN Email Requisition and Registration methodology is a plus.
Academic Qualifications: Academic Qualifications: Bachelor degree in IT or related field.
Experience: Experience: At least 3 years' experience in IT support preferably both 1st and 2nd tier, Experience the use of Oracle Siebel CRM Agent Application and inventory control, Experience working in multi-national company or international organization.
Language: Language: Fluency in English is a must. TOEIC of >700 is preferred.
THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.