IT Specialist (Global Service Desk) - Grade: NO-B

OBJECTIVES OF THE PROGRAMME : The ITT department is based in the General Management Cluster (GMG) of the World Health Organization (WHO). Its main objective is to provide high-quality and cost-effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all. The objective of the Global Workspace Services team is to support WHO staff and partners with managed Information and communication devices & services that are relevant, accessible and secure, enabling the Organization to work better, smarter and faster. The Global Operations Services provide relevant, accessible and secure, managed information and communication devices and services to staff worldwide.

Description of duties: Reporting to the Global Service Desk (GSD) Lead, the incumbent is responsible for overseeing the GSD activities. He/she is also responsible for producing statistical reports as and when necessary. He/she provides guidance to Analysts on GSD processes and on complex or complicated problems in relation to services provided by GSD (WHO HQ IT and WHO Global Applications). The incumbent's responsibilities include (but are not limited to): - Supervising the day-to-day operations of the Service Desk; - Preparing the daily roster, coordinating the work of staff, training new staff, and motivating, coaching and evaluating staff performance; - Leading and coordinating Service Desk improvement initiatives; - Administering and monitoring the WHO ITT Service Management Platform and ensuring that logged Service Requests (SRs) are processed according to pre-agreed service levels. - Administering the Service Desk Automatic Call Distribution and Integrated Voice Response systems. - Implementing, and reporting on Service Level Agreements as they impact Service Desk activities, via meaningful statistical data, and developing managerial reports as necessary; - Acting as Officer in Charge in the absence of the GSD Lead. - Handling all requests relating to support improvement to ensure that customers who reported a complaint become satisfied Service Desk customers. - Providing high-quality customer-service and end-user support, - Providing guidance to Service Desk staff on unusually sensitive or complicated problems or unexpected but serious situations which could have potential Organization-wide consequences; - Other duties and responsibilities as assigned by supervisors.

REQUIRED QUALIFICATIONS

Education: Essential University degree in computer science, engineering, or information management. Desirable Service desk management certification and other relevant professional training and/or certification (e.g. Microsoft Certifications, Oracle Certifications, etc.).

Skills: 1) Ability to continuously improve the Global Service Desk's (GSD) performance by analyzing its performance, identifying improvement opportunities, instructing the service desk analysts and enforcing the work instructions for service desk analysts. 2) Capable of dealing with conflicting priorities between support groups and the Regional Service Desks. 3) Intermediate knowledge of services provided by the organization for which the service desk provides the customer interface. 4) Ability to translate customer language into useful technical information for the specialists and vice-versa. 5) Thorough knowledge of current technologies relating to end-user support and business strategies. 6) Excellent customer relationship skills. 7) Effectively communicate complex issues both orally and in writing and in a well-organized and logical manner. 8) Ability to monitor service level agreements and contracts. 9) Motivate staff and lead them to achieve their objectives. 10) Knowledge of WHO personnel and financial policies and procedures.

Experience: Essential Minimum 2 years' experience in Information Technology end-user support and business functional support in an international organization. At least 1 year of experience in supervising a service desk team within an international organization. Desirable IT experience in an international organization in a developing country, WHO ITSM Platform application management experience.

Languages: Expert knowledge of English both written and spoken. Knowledge of other official WHO language(s) would be an advantage.

Additional Information: This vacancy is open to Malaysian nationals only. Only candidates under serious consideration will be contacted.

Annual salary: (Net of tax) MYR100,600 exempt of tax at single rate

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.