- advice, administration and acceleration services to promote delivery of maximum business value of each platform;
- a global service desk operation;
- and outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.
Provide reliable incident identification and resolution support:
- To provide Tier-1 support including incident identification and resolution in areas of UNDP IT applications and platforms, IT Infrastructure, Microsoft collaboration tools using the ITSM;
- To escalate and to follow-up issues to different support teams if needed;
- To track user trends and issues and escalate these to appropriate teams including United Nations International Computing Center (UNICC) and Production Support team;
- To assist in the testing of new UNDP IT platforms and system enhancements, corporate applications including collaboration tools providing feedback to developers, track leaders and business focal points;
- To assist in developing 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;
- To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity;
- To provide quality information or solutions for the unit’s FAQ site as part of the unit’s e-support strategies;
- To perform other helpdesk duties and responsibilities as required by the Chief of Global Service Desk.
- Level: Adapts deliverables to meet client needs
- Level: Proactively seeks and recognizes contributions of others
- Level: Appropriately involves team in different stages of work and decision-making
- Level: Expresses information and views with adaptive reasoning and appreciation for complexity and variation
- Level: Takes responsibility for addressing critical situations and delivering core value
- Level: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work
- Level: Contributes skills and knowledge with demonstrated ability to advance innovation and continuous improvement, in professional area of expertise
- Level: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work
- Secondary Education with at least six (6) years relevant experience, or Bachelor’s Degree in Computer Science or a related discipline with relevant experience of at least three (3) years; combined with specialized administrative and information technology training, office management and business administration;
- ITIL Basic Foundation is a plus.
- 3-6 years of relevant working experience supporting complex corporate applications in a service desk environment;
- At least one year of hands on experience in PeopleSoft is preferable;
- Familiarity with SharePoint and Microsoft collaboration tools;
- Working knowledge of ServiceNow is desirable;
- Technical knowledge of troubleshooting software and hardware problems for users’ computer;
- Knowledge of UNDP corporate applications (PeopleSoft, Office 365, Zoom, DocuSign etc) would be desirable;
- Experience in Incident Management and identification/handling of user trends and issues;
- Experience in systems testing, feedback and analysis reporting;
- Proven track record of working and contributing positively in a team environment.
- Excellent oral and written communication skills in English, knowledge of other UN Language (Arabic, Chinese, French, Russian, or Spanish) is an valuable asset.
Important applicant information
All posts in the GS categories are subject to local recruitment.
Priority may be given to Danish nationals and holders of relevant Danish residence permit.
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Workforce diversity
UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.
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UNDP in UN City Copenhagen supports a smoke-free workplace.
Contract Duration: 1 Year with possibility for extension