Senior IT Assistant Grade: G6

Vacancy Notice No: HQ/13/GMG/FT35 Title: Senior IT Assistant Grade: G6 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. 50% - Provide IT, Oracle, and business functional end-user support at all levels, via phone, e-mail, and web technologies. 2. 10% - Perform root cause analysis for problems at the third level in collaboration with the Service Desk Technical Support Lead and other ITT and GSC personnel. 3. 10% - Perform incident dispatching to other staff as defined in the WHO ITT Service Management Platform. Monitor call ownership, ensuring call resolution at pre-agreed service levels. Ensure that incidents entered into the Service Desk Management System conform to Service Desk and IOC standards. 4. 5% - Perform Windows workstation and server administration, including the management of user/group/file-sharing areas (quota and security), changes to the Directory File Servers (DFS), and central data settings. 5. 5% - Update and monitor the WHO ITT Service Management Platform, including its knowledge management database, and create and update end-user documentation. 6. 5% - Advise users in the procurement of hardware and software. 7. 5% - Perform end-user coaching and training as required. 8. 5% - Test, provide input and feedback to other IT sections regarding the development performance and enhancement of the WHO computing environment. 9. 5% - Coordinate ITT Service Desk projects, and other duties and responsibilities, as assigned.
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: - Oracle certifications, ITIL Foundation certification, Microsoft Certifications.
Skills:  - Advanced knowledge of WHO workstation operating systems and applications. - Computer skills should be maintained and kept up-to-date by self-study, externally provided and in-house training when available. - Demonstrable self-training. - Strong knowledge of service desk systems, incident and problem handling, escalation, and root-cause analysis. - Good knowledge of ACD and phone handling techniques. - Good knowledge of Windows servers and network technologies, including experience in large-scale migrations and deployments. - Knowledge of various generations of Intel PC hardware and Xerox, HP and/or Lexmark laserjet printers. - Familiarity with Ethernet and other LAN technologies. WHO Core competencies: 1. Producing results. 2. Knowing and managing yourself. 3. Fostering integration and teamwork.
Experience: Essential: - At least 8 years of experience in information technology and business functional support, including at least 3 in user support and training in a large international networked PC based environment. Desirable: - Programming experience and web development. - Highly desired previous knowledge working in call center environments supporting IT and business functional issues. - Experience in supporting WHO computing environment, including WHO developed applications and understanding 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 59,164 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.