• To provide Tier-2 level analysis and resolution in areas of UNDP IT applications and platforms, IT infrastructure, Microsoft collaboration tools using the ITSM.
• To provide Tier-1 support on complex cases and to follow-up issues to different support teams if needed.
• To document Frequently Asked Questions (FAQs) and lessons learned.
• To identify/spot user trends and issues and escalate these to appropriate teams including Technical Team or Service Provider.

2. Participate in system enhancements and end-user training.

• To participate in end-user testing of corporate applications or collaboration tools in preparation for rollout. Collaborate with developers, track leaders, and business focal points to improve user adoption for any corporate platform.
• To develop and to customize training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required.

3. Provide support for corporate assistance and improvement.

• To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity.
• To advise on the development and support of new functionalities, as well as enhancements to existing corporate applications including collaboration tools.
• To perform other service desk agents’ duties and responsibilities as required by the Global Service Desk Chief.

4. Participate in knowledge management process.

• To create knowledge article for new rollouts/features for user community and incident resolution.
• To create quality content or knowledge articles based on incident’s finding to strengthen internal GSCB capacity to support.
• To provide support in improving, updating knowledge articles based on user’s feedback ensuring content is relevant and up to date.

You may want to explore : 2024 Microsoft Internship (Fully Funded Internship)

Required Skills and Experience for Global Service Desk

• Education:
  • Advanced university degree (Master´s Degree or equivalent) in Management or Business of ICT or-related area is required, or 
  • A first-level university degree (Bachelor`s degree) in the areas mentioned above in combination with additional 2 years of qualifying experience will be given due consideration in lieu of master’s degree.
• Experience:
  • Minimum 2 years (with a master’s degree) or 4 years (with a bachelor’s degree) of professional work experience in a global helpdesk environment or ERP client support roles is required;
  • ITIL Basic Foundation is desired.
  • Hands-on experience in Oracle Cloud, Service Now, Salesforce is desired.
  • UN experience is desired.
  • Familiarity with SharePoint and Microsoft collaboration tools is desired.
  • Proven track record of working and contributing positively to a team environment is desired
  • Excellent oral and written communication skills in English, knowledge of other UN Language is a valuable asset.
• Language:
  • Fluency in English and Bahasa Malaysia is required.
  • Knowledge of other official UN Language(s) is desired.
• Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.

Also You should check out : (Paid Internship) Junior Professional Associate Program

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