Operations Assistant, Service Desk

Job Description
Please note the appropriate Tier indicated in the vacancy title and ensure that you are holding the applicable contract as defined below.
Tier 1:
UNDP/ UNCDF/ UNV staff holding permanent (PA) and fixed term (FTA) appointments (defined as "internal" candidates).

Tier 2:
UNDP/ UNCDF/ UNV staff holding temporary appointments (TA) and personnel on regular PSA contracts.

Tier 3:
All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates.

Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a 'leave no one behind' approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and
inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

Reporting to the Operations Associate, Service Desk, in Bonn, the Operations Assistant, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV's Service Desk by email, through contact forms or other case creation channels. The incumbent works in close collaboration with all VSS functional groups and teams, Volunteer Services Centre, Regional Offices, Field Units, and other relevant subject matter experts for resolving volunteer-related questions and issues. She/He promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.

Duties And Responsibilities

• Provision of user-support through UNV's Service Desk
• Review and assign incoming cases in line with established procedures and responsibilities.
• Respond to enquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel) and ensure timely and accurate case resolution as per the Service Desk team's KPIs.
• Escalate cases to relevant subject matter experts for guidance, clarification and solution.
• Assist individuals facing difficulties using UNV's volunteer management systems.
• Contribute to solving recurring issues faced by users of UNV's volunteer management systems through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience.
• Suggest new or revision of existing standard enquiry templates or other self-service content as appropriate and in line with the evolving nature of queries received.
• Contribute to developing the Service Desk knowledge base of queries and resolutions, provide inputs to training materials on using UNV's Service Desk tools and feedback for the improvement of Service Desk related IT systems.
• Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages (English, French. Spanish).
• Contribution to operational services to UN Volunteers
• As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers' engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies.
• Provide guidance and support candidates, UN Volunteers and partner agencies on the Conditions of Service, as well as on the volunteer cycle.
• Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes.
• Management Support
• Extract and disseminate reports, statistics and other information Support the Team in the coordination of the team meetings, annual work planning and reporting processes.
• Serve on a rotational basis as a focal point for the Volunteer Solutions Section on specific roles.
• Perform any other duties assigned by the supervisor.

Competencies
Core
Achieve Results

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

• Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies
Communications

• Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
• Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Customer Satisfaction/client management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the customers' real needs;
• Provide input to the development of customer service strategy;
• Look for ways to add value beyond clients' immediate requests;
• Ability to anticipate clients' upcoming needs and concerns.

Data Awareness and literacy

• Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value.
• Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed.
• Knowledge of the usage of digital technologies and emerging trends.

System Thinking

• Ability to use objective problem analysis and judgment to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact other parts of the system

Data Governance

• Knowledge of data science, skills to develop data management tools, organize and maintain databases and operate data visualization technologies

Education
Required Skills and Experience

• Secondary education with technical training in communications, human resources or business administration OR
• University degree in communications, human resources, business administration, or related area is desirable, but it is not a requirement.

Experience

• Secondary education with 6 years of relevant experience in communications, human resources or administration or a related field
• Alternatively, a Bachelor's degree in combination of 3 years of relevant experience
• Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.).
• Experience in assisting in user training or documentation is an advantage.
• Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.
• Work experience within the United Nations or an international organization is an asset.
• Experience with remote troubleshooting is an advantage.
• Experience in user satisfaction initiatives is desirable.
• Experience in managing service tickets is an asset.

Language Requirements

• Fluency in English.
• Fluency in French and/or Spanish is an asset.

Disclaimer

• Only short-listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of Kenya only.
• All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station are at the expense of the applicant.

Important information for US Permanent Residents ('Green Card' holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant Information About UNDP Rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Scam warning

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