DR 026/2021
ICT Assistant (Client Support) - Tier 1
Manila (Global) Administrative Centre (MAC)
Philippines
Open to External Candidates
Job classification
General Staff
Grade
Ungraded
Duty station
Manila (Global) Administrative Centre (MAC)
Type of Appointment
Special Short Term-Ungraded
Closing date
Salary
Php 42 000 per month net of taxes (All inclusive salary)

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive work environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.

Context

Under the overall supervision of the Chief Global ICT Operations, and the direct supervision of the Head of Global User Support, the successful candidate will provide first-level (Tier 1) user and technical support and services to users of IOM’s corporate applications and infrastructure worldwide, promoting a client and service-oriented approach.

Core Functions / Responsibilities
  • Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
    • Take ownership of user problems and be proactive when dealing with user issues.
    • Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
    • Log all actions and steps taken to respond to an incident or to complete a request.
    • Assist in determining root causes and propose resolution for problems raised by reported incidents.
    • Escalate to Tier 2 technical support and supervisor when necessary and accordingly to identified priority levels.
  • Provide support for planned technology upgrades for network, systems and applications;
  • Provide end-user training, when assigned for organization-wide deployment and/or while on Tour Duty (TDY) when necessary.
  • Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of new applications, systems and networks.
  • Maintain and ensure availability and capacity of existing network, systems and applications (core services) in conjunction with relevant units.
  • Perform monitoring of systems, network (LAN, WAN), applications and provide routine control of servers and data on assigned shifts.
  • Produce and maintain comprehensive documentation and reference materials for planned and delivered user and technical services when assigned.
  • Establish technical relationship and collaboration with other pertinent department/units – and with partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness.
  • Participate proactively in face to face shift turnover meeting and contribute to ensure continuity of the support service.
  • Perform such other duties as may be assigned.
Education
  • University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with two years of relevant professional experience in Helpdesk / Service Desk roles; or
  • Completed High school degree from an accredited academic institution, with four years of relevant professional experience;
  • Specialized formal training on IT systems, business software (Microsoft Office) and web-based applications. Valid Microsoft MSCE, ITIL and/or Cisco Certifications an advantage.
Experience
  • Demonstrated experience in the following:
    • Medium-sized offices support for LAN infrastructure, Active Directory domain environment and Windows-based servers;
    • Windows Server and desk support;
    • Support and troubleshoot computer and network equipment, including Microsoft Office applications, TCP/IP Networking, and Windows operating systems;
  • Strong understanding of Active Directory and Group policies;
  • Ability to work in a team environment; able to initiate and manage group studies to learn more about supporting the current infrastructure;
  • Ability to present ideas in a user-friendly language to non-technical staff and end-users knowledge of an issue-tracking system an advantage;
  • Can work in rotating shift, if required.
Languages

English and French are the working languages of the UN Secretariat. For this position, fluency in English is required. Knowledge of a second official UN language is desirable.

Values
Inclusion & respect for diversity
  • Shows respect and sensitivity towards gender, culture, ethnicity, religion, sexual orientation, political conviction and other differences.
  • Encourages the inclusion of all team members and stakeholders while demonstrating the ability to work constructively with people with different backgrounds and orientations.
  • Promotes the benefits of diversity; values diverse points of view and demonstrate this in daily work and decision making.
  • Challenges prejudice, biases and intolerance in the workplace.
Integrity & transparency
  • Upholds and promotes the Standards of Conduct and Unified Staff Regulations and Rules.
  • Delivers on commitments; manages the organization’s resources reliably and sustainably.
  • Embraces and encourages transparency, balancing this with the need for discretion and confidentiality as appropriate.
  • Maintains impartiality and takes prompt action in cases of unprofessional or unethical behaviour.
  • Does not abuse one’s position and acts without consideration of personal gain. Is motivated by professional rather than personal concerns.
Professionalism
  • Demonstrates professional competence and mastery of subject matter and willingness to improve knowledge and skills.
  • Seeks to raise professional standards in self and others through daily work and activities.
  • Adapts quickly to change and is decisive and versatile in face of uncertainty.
  • Shows self-control and persistence when faced with difficult problems, and remains calm in stressful situations.
  • Is conscientious and efficient in meeting commitments, observing deadlines and achieving results.
Core Competencies
Accountability
  • Accepts personal responsibility for quality and timeliness of work.
  • Takes ownership of all responsibilities within own role and honours commitments to others and to the Organization.
  • Operates in compliance with organizational regulations and rules.
  • Accepts and gives constructive criticism; acknowledges and corrects mistakes and apply lessons learned for improvement.
Communication
  • Presents information using language and sequence of ideas that is easy for recipients to understand.
  • Adapts communication to the recipient’s needs, asks questions to clarify, and exhibits interest in having two-way communication.
  • Encourages others to share their views, using active listening to demonstrate openness and to build understanding of different perspectives.
  • Listens carefully and genuinely to the views and positions of others; acts on received information.
Managing and sharing knowledge
  • Keeps abreast of new developments in own field of competence and creates opportunities for knowledge management initiatives.
  • Shares knowledge and learning willingly, and proactively seeks to learn from the experiences of others.
  • Puts new learning into practice and draws on diverse sources of ideas and inspiration.
  • Contributes to the identification of improvements to work processes and assists in implementing them.
Teamwork
  • Establishes strong relationships with colleagues and partners; relates well to people at all levels.
  • Is fully aware of the team purpose, respects and understands individual and collective responsibilities.
  • Willingly puts in extra effort without being asked and adopts a "hands-on" approach whenever necessary to achieve team objectives.
  • Coordinates own work with that of the team to meet agreed priorities and deadlines.
Delivering results
  • Produces quality results and provides quality services to clients.
  • Meets goals and timelines for delivery of products or services.
  • Manages time and resources efficiently, monitoring progress and making adjustments as necessary.
  • Shows understanding of own role and responsibilities in relation to expected results.
How to apply

Interested candidates are invited to submit their applications online by clicking on the APPLY button and completing the profile registration.