Senior Service Desk Analyst

The mission of WHO is the attainment by all peoples of the highest possible level of health.
Vacancy Notice No: HQ/14/GMG/FT469 Title: Senior Service Desk Analyst Grade: G6 Contract type: Fixed-Term Appointment Duration of contract:  2 years (initially)	Date: 3 September 2014 Application Deadline: 24 September 2014 (18 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) Global Service Desk (GSD)
OBJECTIVES OF THE PROGRAMME : The ITT department's main objective is to provide high quality and cost effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all. The objective of the Global Service Desk (GSD) team is to serve all individuals associated with WHO by being innovative in providing high quality, relevant, efficient and professional solutions and support.
Description of duties: Reporting to the Global Service Desk (GSD) Business Team Lead, the incumbent is responsible for providing advanced level of day-to-day business functional support (including Global Management System (GSM) to WHO end-users). S/he will respond to queries, triage and resolve business functional related service requests and incidents. The incumbent is a Subject Matter Expert (SME) or focal point for one or more areas of business functional support/GSM. The incumbent is responsible for providing advanced level of user support and coaching on business functional issues, including the GSM, and he/she will have to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as ensure that guidelines / policies are followed. The incumbent is also expected to be an SME or focal point for one or more areas of business functional support/GSM, and to guide, coach and train Analysts on skills, knowledge and processes related to the areas S/he is responsible for. The incumbent is also responsible for producing statistical reports as necessary, and to attend regular review meetings with Business teams and GSC teams. The incumbent's responsibilities include (but not limited to): - Providing advanced level of day-to-day end-user support for business functional issues and the GSM, via phone, e-mail, and web (Siebel ERM portal) as per pre-defined service levels. - Monitoring and taking action upon incoming service requests or incidents assigned to GSD Business main queue (Siebel) and its associated mailboxes. - Taking Total Contact Ownership of Service Requests (SR) and Incidents, monitoring the end-to-end SR lifecycle and ensuring the reported issues or enquiries are resolved to the customers' satisfaction. - Obtaining the necessary information from end-users and registering the details in Siebel in an efficient, accurate, and complete fashion as per the GSD Call Handling and ITSM Processes. - Assigning support requests that cannot be resolved at the service desk to the appropriate support group for resolution, while monitoring the SR lifecycle as per the Total Contact Ownership process. - Informing end-users of the solutions in a timely manner, and asking them to verify the solutions. - Contributing to the GSD Knowledge Management initiatives. - Adhering to the Major Incident and Problem Management process when there are any potential high-impact incidents or problems affecting end-users and supported business applications/platforms. - Being an SME or focal point for one or more areas of Business Functional Support and GSM, and to guide, coach and train Analysts on skills, knowledge and processes related to the areas S/he is responsible for. - Working together with GSD Business Team Lead in identifying and providing input on specialized training needs for the team. - Taking part in the development of training plan. - Producing documentations and templates for common requests/issues. - Producing statistical reports as necessary. - Attending regular review meetings with Business and GSM teams. - Providing input and feedback to the relevant business owners and teams regarding the performance and enhancement of the business applications in accordance to the GSD Escalation procedure. - Contributing to Service Desk Projects and Continuous Service Improvement (CSI) Programmes. - Taking part in the testing phases and providing input on any developments or enhancements of the business applications and GSM. - Other duties and responsibilities as assigned by supervisor.
REQUIRED QUALIFICATIONS
Education: Essential: - Completion of secondary, technical, or commercial school education. Desirable: -ITIL Foundation Certificate, vendor and non-vendor specific certifications in business administrations or any business functions, customer service, Windows, Microsoft Office, and/or ERP systems.
Skills:  Essential: - Advanced knowledge of ERP Systems (Oracle e-Business / SAP). - Advanced knowledge of business operational processes and business technical skills. - Advanced knowledge of Windows clients and Microsoft Office applications. - Strong knowledge in service desk systems and ITSM/ITIL Processes. - Excellent phone etiquette and phone handling skills/techniques. - Capability to translate the language of customers into useful technical information and vice versa. - Ability to multi-task. - Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates. Desirable: - Advanced knowledge of GSM and other WHO business functional applications. - Intermediate knowledge about all services provided by the GMG (General Management) Cluster (ITT, GSC and other departments) for which the Global Service Desk provides the customer interface. WHO Competencies: 1. Producing results. 2. Communicating in a credible and effective way. 3. Moving forward in a changing environment.
Experience: Essential - At least 8 years of relevant experience in providing Business / Finance / HR / Procurement / Payroll / IT functional end-user support for a large multinational organization or; - 6 years with the first level University Degree or; - 5 years with an advanced University Degree. Desirable: - Experience in providing business functional end-user support in international organizations in developing countries, and experience in ERP systems (Oracle e-Business / SAP). - Attended training in business functional support and global shared services / call center.
Languages: Essential: - Expert knowledge of English both written and spoken. Desirable: - Knowledge of other official WHO language(s) would be an advantage.
Additional Information: This position works on a shift based schedule. Such shifts may occur during late evening / or early morning hours. - This vacancy is open to candidates 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. - The following priority order will be observed in the screening of candidates: 1. WHO staff members (Continuing, Fixed-Term and Temporary appointments), 2. External candidates
Annual salary: (Net of tax) MYR 59,164 at single rate
This vacancy notice may be used to fill other similar positions at the same grade level.
A written test and interviews may be used as a form of screening
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.
WHO is committed to workforce diversity.
Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.