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.
UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.
Within MS, the Information and Communication Technology Section (ICTS) is responsible for developing and operating the corporate technology platforms and related services that enables UNV`s vision. The ICTS team is helping drive UNV's digital transformation efforts, enabling and leveraging technology to address complex global challenges and meet long-term global sustainable development goals across seven key pillars:
- Increased collaboration and engagement
- Digital workspaces and tools available to all
- An enhanced cybersecure environment
- Strengthened data driven decision making
- Global infrastructure and applications
The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus.
Reporting to the Systems Team Lead, the incumbent performs business analysis for assigned UNV applications, tests releases, attends most complex Service Desk cases ensuring timely and quality response provided to users, and develops training, training materials and change management artifacts.
Duties and Responsibilities
Helpdesk services
- Closely monitor the Unified Volunteering Platform (UVP) and other volunteer management e-platforms that directly support the delivery of the volunteer mobilization and management mandate. Analyse call logs to assess priority and criticality of occurrence of issues. Determine resolution through system changes or training to end-users. Take appropriate and timely action and alert supervisor of critical/complex issues;
- Provide prompt and accurate technical guidance to client queries. Liaise within ICTS for specific inputs as necessary. Draft technical notes for general orientation of internal stakeholders;
- Generate monthly reports on helpdesk services,