Posting Title: Customer Support Team Assistant (temporary), G4 (Temporary Job Opening)
Job Code Title: INFORMATION SYSTEMS ASSISTANT
Department/Office: United Nations Office at Vienna
Duty Station: VIENNA
Posting Period: 04 April 2023 – 17 April 2023
Job Opening Number: 23-Information Management Systems-UNOV-206002-J-Vienna (O)
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Organisational Setting and ReportingThis position is located in the Customer Support Team (CS), Information Technology Service (ITS), Division for Management, UNOV-UNODC. The incumbent will work under the direct supervision of the Team Leader, Customer Support Team and overall supervision of Chief, ITS. For more information on UNOV-UNODC, please visit the following websites: www.unov.org and www.unodc.org
Responsibilities
The Customer Support Team Assistant will be responsible for the following specific duties:
- Respond to moderately complex requests and inquiries by providing basic technical guidance remotely to enable callers to solve problems. As necessary, dispatch unresolved enquiries to ITS colleagues for handling.
- Assist in the preparation of presentation materials using appropriate technology/software.
- Maintain calendar/schedules for ongoing projects; monitor changes and communicate relevant information to appropriate staff inside and outside the immediate work unit.
- Assist in providing software and office equipment support.
- Perform data entry and extraction functions.
- Review, record, distribute and/or process mail and other documents; follow-up on impending actions.
- Update and maintain large distribution lists; monitor, prepare and distribute various materials, reports, where possible using electronic formats; handle arrangement for printing and translation as necessary; coordinate shipment arrangements, courier services, etc.
- Check the call log regularly to follow up on further action taken until satisfactory resolution of each case, bringing to the attention of responsible colleagues any upstanding situations within the established time frame; Communicate and record, review relevant information to appropriate staff inside the work unit.
- Handle incoming long distance and local calls, connecting them to the appropriate Staff/Unit.
- Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
- Assist with visualizations and updating information material such as web pages or brochures.
- Coordinate, book and backstop AUDIO CONFERENCES through the Austrian Telekom or other providers, and/or coordinate through an audio conference bridge.
- Assist the Customer Support Team in various other related tasks as required.
- Carry out other related duties as assigned by the Chief, ITS, and the Team Leader, Customer Support Team.
- Perform other work-related duties, as required.
CompetenciesProfessionalism: Has knowledge of general office and administrative support including administrative policies, processes and procedures. Has good knowledge of the United Nations System. Has good knowledge of PC Operating Systems, MS Office and Lotus Notes. Has ability to perform analysis, modeling, and interpretation of data in support of decision-making. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work Client orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client. Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
EducationHigh school diploma or equivalent is required.
Job – Specific QualificationPassing the Global General Service Test (GGST) is a prerequisite, i.e. is required, for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test after submitting an application. The GGST is a proctored entry-level examination at the duty station. Any travel expenses incurred in order to take the examination are the responsibility of the candidate and will not be reimbursed by the Organization. Having passed the Administrative Support Assessment Test [in English] at the United Nations headquarters, Economic Commission for Africa, Economic and Social Commission for Western Asia, United Nations Office at Geneva, United Nations Office at Vienna, International criminal tribunal for Rwanda or International Criminal Tribunal for the former Yugoslavia may be accepted in lieu of the GGST.
Work ExperienceA minimum of 3 years of work experience in administrative and office support functions preferably in a large organization is required. Experience in general office automation software, local area networks and Lotus Notes functionality is required. Experience within the UN Secretariat, UN Common System or other international organization is desirable. Experience in data analytics or related area is desirable.
LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this position, fluency in English is required. Knowledge of another official United Nations language is an advantage.
AssessmentEvaluation of qualified candidates may include a technical test and a competency-based interview.
Special NoticeThis position is temporarily available for 6 months. If the selected candidate is a staff member from the United Nations Secretariat, the selection will be administered as a temporary assignment. While this temporary assignment may provide the successful applicant with an opportunity to gain new work experience, the selection for this position is for a limited period and has no bearing on the future incumbency of the post. This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment. At the United Nations, 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. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. Education qualification exceeding the specified requirement of this job opening including university degrees and certificates shall not give rise to additional entitlements or benefits, or facilitate a move to the Professional category. The movement of staff members from the General Service and related categories to the Professional category in the United Nations Secretariat is exclusively allowed through the Young Professionals Programme competitive examinations. Only a few staff members pass the competitive examinations. Passing the competitive examinations does not guarantee movement to the Professional category. For further information, please visit https://careers.un.org/lbw/home.aspx?viewtype=GP
United Nations ConsiderationsAccording to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations 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. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General. 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.
No FeeTHE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.