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UNDP NOB, Global Service Desk Analyst (For Malaysian Nationals Only) | Paid Internship || Apply Now

UNDP NOB, Global Service Desk Analyst (For Malaysian Nationals Only) | Paid Internship || Apply Now

Country: Malaysia
City: Kuala Lumpur
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UNDP NOB, Global Service Desk Analyst (For Malaysian Nationals Only) | Paid Internship || Apply Now

UNDP is an operational backbone to the UN system: providing payroll, financial transactions, common premises, treasury investment, procurement, legal services to UN agencies. UNDP provides IT support for 13 UN entities with 40,000 United Nations and external users of the UNDP’s ERP system, as well as information and communication technology (ICT) and application solutions for the United Nations field presence. To support the UNDP Digital Strategy and enable the digital transformation of the organization, the Office of Information & Technology Management (ITM) is tasked with developing and operating the enabling corporate technology platforms and providing related services that power the digital transformation including: (1) Advice, Administration and acceleration services to promote delivery of maximum business value of each platform; (2) a Global Service Desk operation; (3) and Outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.
The successful candidate will join the unit in supporting the global user community as well as identifying evolving user support needs for the corporate applications and tools identified. The incumbent will work closely with various UNDP units in support of the applications/tools and functions. The incumbent is responsible for providing logical recommendations based on standard operating procedures (SOP), UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions. The incumbent is also expected to make informed decisions on specific-trouble-shooting details following careful analysis of cases using our official ticketing system and ensure timely coordination with other members of the team, with other partners should a business decision is required.

Duties and Responsibilities

1. Ensure reliable and efficient incident identification and resolution.
  • 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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Type of Opportunity Internships
Deadline24 July,2024
CityKuala Lumpur
Open toMalaysian Nationals Only



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