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.
The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. UNV works with partners to integrate qualified, highly motivated and wellsupported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is active in around 130 countries every year. With field presences in over 60 countries, UNV is represented worldwide. UNV is administered by the United Nations Development Programme (UNDP).
The Human Resources Section supports UNV in achieving its mandate, business plan and staff performance objectives by partnering with senior and line management to meet UNV’s strategic HR requirements, and by designing/implementing services and initiatives to attract, develop, motivate, and retain staff and personnel with the best talents to match UNV’s needs. The Human Resources Section operates within the framework of UNDP’s human resources policies and systems.
The Capacity Development team, as part of the Human Resources Section (HRS), leads the design and delivery of all learning activities for UN Volunteers serving with UN agencies globally.
UNV provides serving UN Volunteers and staff with access to learning programmes and services which include but are not limited to learning platforms (UNV e-Campus), onboarding portal, UN mandatory courses (online) and UNV e-courses, LinkedIn Learning, Rosetta Stone, Coursera, UNITAR online courses and individual coaching. Workshops and onsite learning programmes on the ground are regularly offered to specific target audiences at the local and regional levels. Depending on business priorities learning programmes focused on strategic initiatives are delivered as well.
Scope of Work
Respond to SalesForce queries from UN Volunteers on accessing learning programmes, platform usage, troubleshooting, and best practices to ensure efficient and effective support.
- Escalate and follow up on complex and technical helpdesk queries from UN Volunteers with relevant focal persons and service providers to ensure timely and accurate resolution.
- Enroll UN Volunteers on external platforms and coordinate with platform providers to resolve related issues.
- Prepare standard template responses and FAQs on Level 0 helpdesk queries to support implementation of a chatbot and transfer knowledge to the UNV General Service Desk.
- Assist with data analysis and reporting on helpdesk queries and volunteer learning metrics to identify trends and areas for improvement.
Institutional Arrangement
The Clerk, Capacity Development for UN Volunteers reports to th