IT Service Desk Administrator

ORGANIZATIONAL CONTEXT

The United Nations Industrial Development Organization (UNIDO) is the specialized agency of the United Nations that promotes industrial development for poverty reduction, inclusive globalization and environmental sustainability. The mission of UNIDO, as described in the Lima Declaration adopted at the fifteenth session of the UNIDO General Conference in 2013 as well as the Abu Dhabi Declaration adopted at the eighteenth session of UNIDO General Conference in 2019, is to promote and accelerate inclusive and sustainable industrial development (ISID) in Member States. The relevance of ISID as an integrated approach to all three pillars of sustainable development is recognized by the 2030 Agenda for Sustainable Development and the related Sustainable Development Goals (SDGs), which will frame United Nations and country efforts towards sustainable development. UNIDO’s mandate is fully recognized in SDG-9, which calls to “Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation”. The relevance of ISID, however, applies in greater or lesser extent to all SDGs. Accordingly, the Organization’s programmatic focus is structured in four strategic priorities: Creating shared prosperity; Advancing economic competitiveness; Safeguarding the environment; and Strengthening knowledge and institutions.

• Each of these programmatic fields of activity contains a number of individual programmes, which are implemented in a holistic manner to achieve effective outcomes and impacts through UNIDO’s four enabling functions: (i) technical cooperation; (ii) analytical and research functions and policy advisory services; (iii) normative functions and standards and quality-related activities; and (iv) convening and partnerships for knowledge transfer, networking and industrial cooperation. Such core functions are carried out in Divisions/Offices in its Headquarters, Regional Offices and Hubs and Country Offices.
• The Directorate of Corporate Services and Operations (COR), headed by a Managing Director, is responsible and accountable for the management of UNIDO’s human, financial and material resources, ensuring the capacity of the Organization to fulfil its mandate. The Directorate oversees a full range of corporate services to meet the support needs of the Organization, acts as a custodian for corporate management policies, and promotes a culture of cooperation, service orientation and corporate excellence throughout the Organization to deliver efficient and effective high-quality work and enable tangible impact on the ground to achieve ISID worldwide
• The Digitalization, Innovation, and TC Optimization Services (COR/DIT) focuses on enabling the organization through innovative digital solutions and ensuring secure and efficient IT services. It will implement and oversee digital, IT and InnoLab related initiatives aimed at optimizing TC delivery. It provides experimentation and innovation through a laboratory-based service. COR/DIT collaborates closely with all Directorates to enable digitalization, innovation and optimization of processes, thereby supporting greater synergy and integration.
• The position is located under COR/DIT/DIG.  COR/DIT/DIG is responsible for the operationalization and implementation of IT and digitalization strategies and solutions, for setting and enforcing common IT standards and best practices at UNIDO and managing corporate IT services. The Unit, in close cooperation with relevant entities, shall ensure that applications and systems are implemented in an integrated, sustainable and secure manner. The Unit shall also provide added-value for the Organization based on cost-benefit considerations and deliver continuous improvement of the Organization’s IT operations.
• At the G5 level the incumbent is expected to perform independent and specialized processes focusing on consistent service delivery and support services within the organizational environment and the team.  His/Her interventions result process consistency.
• The UNIDO Staff Performance Appraisal and Management System reinforces the collaboration within formal units as well as among cross-functional teams. In this context, the incumbent collaborates with his/her supervisor and colleagues, within as well as outside the unit. Within the formal teams, the incumbent may be expected to backstop other team members as required.

FUNCTIONAL RESPONSIBILITIES

• Under the supervision of the Senior IT Systems Administrator and the overall guidance of the Chief of COR/DIT, the IT Service Desk Administrator will be primarily responsible for providing technical support to end-users both at Headquarters and in the Field.  Specifically, the IT Service Desk Administrator will:
• Act as point of contact for responding, resolving, escalating and tracking all incidents and service requests received by the UNDO IT Service desk;
• Provide user account management support for various IT application systems,
• Create and Maintain roles, authorization matrix and related documentation as needed;
• Ensure correct access permissions, roles and account details for authorized new accounts in ERP system and active directory;
• Extend, reactivate and/or update existing accounts based on validation/approval of requests for such;
• Conduct periodical checks especially for assignment of critical roles;
• Provide first and second level support, addressing ERP related incidents, issues and requests in HR (leaves, ISA etc.), Finance, Procurement and Travel modules;
• Maintain various ERP common maintenance tables (CMT) and other systems master data;
• Provide technical assistance for on-going operations of SAP SuccessFactors Systems;
• Provide technical assistance for on-going operations of various UNDO application systems including the legacy systems;
• Participate in various IT and Digitalization projects, including implementation of new hardware, software, application systems and frontier technologies such as RPAs;
• Receive and analyse ICT security alerts regularly and take corrective measures as per the established procedures of the IT Service Desk;
• Contribute to the development and maintenance of ITS Standard Operating Procedures (SOPs), Work Instructions as well as work related documents;
• Contribute to the development and maintenance of IT systems user guides, manuals and FAQs
• Prepare ITS outreach materials including announcements, flyer articles, newsletters, key messages, and other communication materials;
• Perform any other related duties as assigned.

MINIMUM REQUIREMENTS AND DESIRABLE CRITERIA

• Education: Completed higher secondary education, high school diploma or equivalent is required. Formal training or certification in IT, IT Service Desk Administrator or any relevant field is desirable.
• Credit towards total working experience may be considered on a year by-year- basis, up to maximum of four years, for a higher degree education (including first university degree or equivalent diploma and/or master’s degree), in a relevant field to the post.

Technical and Functional Experience

• Minimum of eight (8) years of working experience in the area of IT Service desk or IT support is required;
• Experience in Account Management in Microsoft Active Directory and Microsoft Exchange is required;
• Experience in providing user support and technical assistance for SAP system is required;
• Experience in providing user support and technical assistance for SAP SuccessFactors recruiting system is required;
• Relevant certifications such as ITIL Foundation in IT Service Management is an asset;
• Any experience in using professional IT service management tool such as TopDesk, JIRA, OTRS, SolarWind, Service Now, etc is required.
• Experience in IT assets management and software deployment tools such as LAN Sweeper and PDQ is desirable;
• Languages: Fluency in written and spoken English is required.  Fluency and/or working knowledge of another official UN language is desirable.

Source: https://careers.unido.org/job/Vienna-IT-Service-Desk-Administrator/990210855/