Senior ICT Officer (Applications Support), P4

Under the supervision of Head of ICT Services Centre, the incumbent will have the following:

Supervision provided / received - Responsible for the day to day supervision of a team of ICT Applications Officers, Associate ICT Applications Officers and ICT Applications Analysts. Will have experience in, and be able to provide technology leadership and mentoring of Service Delivery colleagues. He/she will receive support from Chief, ICT Customer Services in the management and delivery of ICT Services Delivery.

Size and scope of role - Responsible for the provision of 2nd level support resolving user requests for applications support. The role will deal with requests for 2nd level support escalated by 1st level support on the Global Service Desk (GSD), liaising directly with end users. The role will manage both the applications support and the user management services - Responsible for managing managed service providers for application support. Responsible for carrying out the Problem Management processes and over-seeing its implementation within the teams. - Should contribute to change by actively delivering and encouraging support for new ways of working. - For additional information about the skills related to this role please refer to the Division of Information Systems & Telecommunications (DIST) Job Family and Skills document

Main relationships - Internally, liaises directly with own ICT Service Delivery Team, 1st and 3rd level support at all DIST locations on a daily basis. Liaises directly with end users to clarify, analyse and resolve reported issues. Works closely with the Senior Service Desk Coordinator to ensure smooth management of support between the GSD and ICT Applications support.

• Will liaise with external ICT service providers, as required, to resolve escalated ICT applications issues

How to apply:

For details on how to apply for this vacancy, please consult the UNHCR website at www.unhcr.org. – Employment -Career Opportunities – International Professional Category.

UNHCR aims for workforce diversity. Women are encouraged to apply for positions

Closing date for receipt of applications: 3 January 2012