IT Assistant Grade: G5

Vacancy Notice No: HQ/13/GMG/FT36 Title: IT Assistant Grade: G5 Contract type: Fixed-Term Appointment Duration of contract:  2 years (initially)	Date: 29 January 2013 Application Deadline: 20 February 2013 (21 day(s) until closing deadline) Currently accepting applications Duty Station:  Kuala Lumpur, Malaysia   Organization unit: HQ/GMG General Management (HQ/GMG) / HQ/ITT Information Technology and Telecommunications (HQ/ITT) HQ/GWS Global Workspace Services
OBJECTIVES OF THE PROGRAMME : The ITT department exists to provide high quality and cost effective Information and Communications Technology (ICT) services which assist WHO achieve its mission of health for all. The objective of the GSD team is to ensure that the end-users of WHO ICT products and services are provided with high quality support services and with the training needed to productively fulfill their functions within their organization.
Description of duties: The duties and responsibilities include the following: 1. 70% - Provide the interface for customers for IT end-user support at all levels, via phone, e-mail, and proximity support on supported software and hardware platform at per pre-defined service levels. Provides first level support for business functional issues and the GSM. Obtains the necessary information from customers and registers this in support requests in an efficient, accurate and complete fashion. Assigns support requests that cannot be resolved at the service desk to the appropriate group for resolution. Informs customers of the solutions after their support requests have been resolved and asks them to verify the solution. 2. 10% - Monitors the progress of high-impact incidents (i.e. service outages that affect multiple users) and keeps all people concerned informed. Escalates a high-impact incident to the service provider of the affected service when it has not been resolved within the available resolution time dictated by the related Service Level Agreement. 3. 5% - Update and monitor the WHO ITT Service Management Platform, including the knowledge management modules. 4. 5% - Advise users in the procurement of hardware and software. Create and update user documentation and perform end-user coaching and training as required. 5. 5% - Provide input and feedback to Workplace Technology Services regarding the performance and enhancement of the WHO computing environment. 6. 5% - Contribute to Service Desk projects and other duties and responsibilities as assigned. 7. Other duties as requested by supervisor.
REQUIRED QUALIFICATIONS
Education: Essential: - Completion of secondary, technical, or commercial school education with vendor and non-vendor specific certifications in customer service, Windows, Office and networks. Desirable: - ITIL Foundation Certificate, Vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office and networks, Training in business functional support and global call center environments.
Skills:  - Advanced knowledge of WHO workstation operating systems and applications. - Knowledge of various generations of Intel PC hardware. - Familiarity with LAN technologies. - Demonstrable self-training. - Strong knowledge in service desk systems, incident and problem handling and escalation. - Good knowledge of ACD and phone handling techniques. - Advanced knowledge of Windows clients and Microsoft Office. - Advanced knowledge of desktop and notebook technologies and printers. - Good knowledge of Windows servers and basic network technologies, including experience in large-scale migrations and deployment. - Oracle experience. WHO Core competencies: 1. Producing results. 2. Communicating in a credible and effective way. 3. Moving forward in a changing environment.
Experience: Essential: - At least 5 years of experience in IT user support and training in a large networked PC based environment. Desirable: - Experience in providing first level support on Oracle e-Business applications in a global call center or service desk environment. - Experience in business functional support. - Experience in WHO computing environment, including WHO developed applications and WHO rules and procedures.
Languages: Essential: - Excellent knowledge of English both written and spoken. Desirable: - Working knowledge of French an advantage.
Additional Information: - This vacancy is open to Malaysian nationals living in the local commuting area. - Only candidates under serious consideration will be contacted. - Other similar positions at the same level may be filled from this Vacancy Notice. - A written test may be used for screening purposes.
Annual salary: (Net of tax) MYR 45,838 per annum exempt of tax at single rate
Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.
All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.