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Org. Setting and Reporting
JFO IMTD will lead the implementation and design for education digital transformation project (KFW) which will expand access to devices & connectivity for students and teachers. It will also contribute to improving the schools’ infrastructure, including and not limited to upgrading the school network infrastructure, internet connectivity, provide the needed wireless access to school facilities and classrooms, configuring the tablet. we expect an increase in incidents and service requests while implementing the digital transformation project for education funded by KFW accordingly, as the project proposed two positions of ICT Service Desk Officer to ensure continuity of the providing efficient support to response for the digital transformation project, which requires two years of support.
• Title of Supervisor: Senior Service Desk Officer
• Title of Supervisee/s: N/A
Responsibilities
• Acts as a member of the ICT Service Desk team and provides first-level ICT support services to end-users in accordance with established standards, policies, and operating procedures, including:
1. Fulfilling end-user requests for ICT services, including access to application systems and computer or mobile resources.
2. Identifying and resolving/escalating reported incidents related to computer hardware and software, mobile devices and other technology-related tools and products, access issues, connectivity, telephony, video conferencing, and software operational problems, analyzing issues and incidents, identifying systemic problems, and recommending appropriate solutions, and contributing to ICT knowledge management system
3. Identifying and resolving/escalating reported applications systems functional and/or operational issues and problems in coordination with the second-level support teams.
4. Maintaining and updating standard Service Desk information management system, including the status of all assigned service requests and incidents.
5. Providing general information and advice to end-user queries on ICT products and services at UNRWA, potential access, usage policies, acquisition, upgrade, and replacement of standard ICT hardware, software, or mobile equipment.
6. Collecting and analyzing end-user feedback and making recommendations to the appropriate internal team.
7. Conducting ongoing end-user training needs assessment with the substantive contribution to developing end-user training materials.
• Receives and installs new or updated existing end-user ICT hardware, mobile devices, and software, including the operating system and anti-virus software, in accordance with established standards; prepares and maintains an up-to-date inventory of installed devices and software licenses; liaises with maintenance and service vendors to install and service end-user computer hardware, mobile devices, and provision of minor ICT equipment.
• Provides formal and on-the-job training on the use of computing services and facilities, devices, tools, wireless connectivity, mobiles devices, and standard software packages.
• Prepares and supports requested ICT services for various internal and external meetings, including necessary Internet, Wi-Fi, teleconferencing, video conferencing, desktop, printing, and video/audio projection services.; provides daily video conferencing connectivity and troubleshooting services.
• Performs such other duties as may be assigned.
Competencies
• Planning and Organizing
• Communication
• Teamwork
Education
• A university degree in computer science, information technology, electrical or computer engineering, or other related disciplines.
Work Experience
• Three years’ ICT Service or Help Desk experience providing user support and training in a network computer environment is required.
• Work experience with Microsoft Windows-based desktop technology and Microsoft Office software suite is required.
Languages
• Good command of spoken and written English and Arabic.
Assessment
• Competency-based Interview.
• Technical Test.
Special Notice
Contract Status:
LDC Band E Step 1 for 1 year with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need
Benefits:
Band E Step 1, Monthly Salary from JD 897.00
Other benefits include Medical Insurance. Dependency allowance is subject to eligibility.
Department/Office: IMTD/ JFO Service Unit
Duty Station: Zarka Area Office and to establish roster for other areas.
Other information
The applicant must have a valid driving license for Manual Gearbox is essential .
Equivalency:
When the minimum requirements are not fully met, the Director of Human Resources may exceptionally substitute part of the unmet requirements with a combination of relevant academic qualifications and progressive relevant work experience.
NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.
General Information:
• ﺍﻟﺮﺟﺎﺀ ﺗﻘﺪﻳﻢ ﻃﻠﺒﻚ ﺑﺎﻟﻠﻐﺔ ﺍﻹﻧﺠﻠﻴﺰﻳﺔ ﻭﻣﻠﺊ ﺻﻔﺤﺔ ﺧﻄﺎﺏ ﺍﻟﺘﻐﻄﻴﺔ
• This vacancy notice is open to internal and external candidates. Only candidates residing in Jordan, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded.
• Since the Vacancy is an Area Staff post, the Agency will not provide coverage for relocation costs.
• Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities.
• UNRWA encourages applications from qualified and experienced women.
• A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post.
• Only applications that have been fully completed in UNRWA’s online e-recruitment system Inspira will be considered, and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate.
• For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade.
• Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered.
• The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending.
• UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations.
• The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework.
• UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live.
• Applications from UNRWA staff member who had been demoted with deferred eligibility for promotion will not be considered.
• Applications from Staff members who were recipients under the Early Voluntary Retirement or Exceptional Voluntary Separation Schemes will not be considered.
• Applications from Internal candidate serving for less than one year in your current post will not be considered.
• The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description or to change the contract Modality.
• Provided very good understanding of the context of Palestine refugees and UNRWA operations.
• A candidate is not eligible for consideration if he or she was short-listed and found not suitable for the same post within the previous 12 months unless the post description has since been altered by 30% or more, as determined by ODCS.
United Nations Considerations
Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her.
UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups.
At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.
UNRWA Considerations
UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List.
UNRWA is a non-smoking work environment.
Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.
The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.
Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.
