Senior Service Desk Management - UNRWA
- Posting Title: Consultant – Senior Service Desk Management , (Local);(UNICC Partnership)
- Department/Office: United Nations Relief and Works Agency (UNRWA)
- Duty Station: HQ Gaza
- Posting Period: 19 September 2023 - 02 October 2023
- Job Opening Number: 23-UNRWA - Information Management - Gaza-218461-Consultant
- Staffing Exercise N/A
Duties and Responsibilities
- Assist retirees and beneficiaries who have redeemed a code to join the DCE (Digital Certificate of Entitlement) but have not submitted a DCE enrollment.
- Provide support to retirees and beneficiaries who have submitted an enrollment for approval but have not set up an appointment to verify the enrollment.
- Assist retirees and beneficiaries in rescheduling missed appointments for DCE verification, ensuring they select a new suitable time.
- Guide retirees and beneficiaries through the process of resubmitting enrollment in case of rejection.
- Offer assistance to retirees and beneficiaries with approved enrollments who require guidance in issuing their DCE.
- Draft correspondence and respond to telephone inquiries in connection with the above situations.
- Participate in training activities related to the above work, including installing a test version of the DCE App on his/her phone and conducting test enrollments in order to fully understand how the App functions and use the expertise to help retirees and beneficiaries.
Qualifications:
- A university degree or master's degree from an accredited educational institution in information technology, information management, Information systems, computer science, computer engineering, Software engineering, Business Administration, Management, or other related disciplines.
Experience:
- A minimum of 7 years of experience for a bachelor’s degree and a minimum of 5 years for a master’s degree in a Service Desk environment, supporting customers, and the following functional and technical skills.
- Knowledge in customer relationship management (CRM) and task management software.
- Knowledge of computer programs and hardware.
DESIRABLE Qualifications
- ITIL Certification
- Knowledge of the following IT areas: Virtual Infrastructure, AD Services, MS SharePoint, MS SQL Server, Windows Server, Linux Server, Networking, MS Exchange, and Service Now.
Contract Conditions:
- The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds.
- Remuneration for this consultancy will be 1,800.00 USD, depending on the fund availability, qualifications, and relevant experience.