Job Opening

Posting Title: Information Technology Assistant, G5
Job Code Title: INFORMATION TECHNOLOGY ASSISTANT
Department/Office: Economic and Social Commission for Western Asia
Duty Station: BEIRUT
Posting Period: 11 October 2021 - 09 November 2021
Job Opening Number: 21-Information Management Systems-ESCWA-165878-R-Beirut (O)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity

Org. Setting and Reporting

The Economic and Social Commission for Western Asia (ESCWA unescwa.org) forms part of the United Nations Secretariat and, like the other regional commissions, operates under the supervision of the United Nations Economic and Social Council. ESCWA comprises 20 Arab countries in Western Asia and North Africa. ESCWA provides a framework for the formulation and harmonization of sectoral policies for member countries, a platform for congress and coordination, a home for expertise and knowledge, and an information observatory. ESCWA activities are coordinated with the divisions and main offices of the Headquarters of the United Nations, specialized agencies, and international and regional organizations, including the League of Arab States and its subsidiary bodies, and the Gulf Cooperation Council.

The ICTS Section under the ESCWA Resource Management and Service Development Division (ICTS/ RMSDD) of ESCWA is part of the global UN ICT community headed by Chief Information Technology Officer (CITO) and partners globally to continue to modernize, transform and innovate ICT in the UN, while strengthening governance and optimizing resources. ICTS/RMSDD provides ICT services and support to ESCWA and UN entities. It includes management of ICT infrastructure and information security; acquisition and management of ICT equipment (inventory and assets); customer support through the Integrated Service Desk and fax unit; videoconference service provision; development, deployment and support of enterprise applications, local applications, Web applications, Mobile applications; reporting, analytics and dashboarding.

Responsibilities

Within limits of delegated authority and under the overall guidance of the Chief, ICTS, the Information Technology Assistant will be responsible for the following duties:

1) Service Support

- Receives and logs local and enterprise service requests in the request management system (customer relationship management or CRM) with minimum delay;
- Creates and assigns work orders in accordance with established procedures;
- Liaises with other areas of ASD, ICTS and HQ/OICT to facilitate completion of service requests in a timely manner;
- Provides advice to customers regarding ICT standards and workflow processes;
- Performs quality assurance procedures to ensure client satisfaction;
- Attempts to resolve service requests on initial contact on relevant hardware and software systems applications in assigned area (Windows, Outlook, Microsoft Teams,etc.);
- Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection etc.;
- Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay;
- Keeps abreast of developments in technology both in the UN and in the industry in general;
- Escalates problems encountered to the supervisor or technical teams;
- Provides basic training to end users on the use of standard systems;
- Provides guidance to less experienced staff on service desk activities, including best practices in customer interaction;
- Generates relevant statistical reports on service desk performance;
- Performs other duties as required;

2) Asset Management and Inventory

- Receives, unpacks, and inspects selected incoming ICT equipment or consumables;
- Maintains and updates assets and asset transactions (notifications, reservations, etc.) in the automated inventory management system/ERP in accordance with established procedures;
- Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
- Monitors inventory levels of various ICT equipment and consumables, and alerts supervisor when low thresholds are reached;
- Performs a wide range of functions related to equipment distribution, movement and disposal;
- Generates relevant statistical reports;
- Performs other duties as required;

3) Physical Requirements

- May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment, on daily basis;
- May be required to work on shift assignments on weekdays to maintain the service coverage from 07:30 to 17:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends;
- May be required to visit user’s premises to resolve problems on their computers;
- May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Competencies

Professionalism:
Knowledge of information technology ESCWA applications processes and procedures. Good technical skills to provide End User support. 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

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.

Education

High school diploma or equivalent is required.

Work Experience

At least five years of experience in progressively responsible professional experience in ICT customer support a is required.

At least three year of experience in ICT asset and inventory management is required.

Working knowledge of a customer relationship management system (CRM) and of an ERP in the areas of inventory and property management is desirable.

ITIL Foundation certificate is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. In addition, Arabic is a working language at ESCWA. For this position, fluency in English is required. Knowledge of Arabic is desirable.

Note: “Fluency” equals a rating of ‘fluent’ in all four areas (speak, read, write, and understand) and “Knowledge of” equals a rating of ‘confident’ in two of the four areas.

Assessment

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test when they are short-listed for a job opening. Having passed the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters, Economic Commission for Africa, Economic and Social Commission for Western Asia, United Nations Office at Geneva, United Nations Office at Vienna, International Criminal Tribunal for Rwanda or International Criminal Tribunal for the former Yugoslavia may be accepted in lieu of the GGST per applicable eligibility guidelines.

Evaluation of qualified candidates will include assessment(s) and a competency-based interview.

Special Notice

•This position is available for one year from the date of appointment/assignment. Extension of the appointment/assignment is subject to availability of funds, extension of the mandate, continued need for services, and satisfactory performance.
• This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.
• Candidates are fully responsible for all arrangements and costs for attending all assessments and interviews. All candidates shall receive the same notice period for attending the assessments and interviews.
• A formal offer of appointment shall not be issued unless the candidates has the legal right to live and work in Lebanon. The candidate is fully responsible for all costs and arrangements related to travel and relocation (including visas and permits) to the duty station and for continued employment at ESCWA.
• Staff members are subject to the authority of the Secretary-General, who may assign them to any task or function in the organization. In this context, all staff are expected to move periodically to new functions during their careers in accordance with established rules and procedures.
• The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position.
• At the United Nations, 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. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations 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. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

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 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.

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