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UNITED NATIONS RELIEF AND WORKS AGENCY
FOR PALESTINE REFUGEES IN THE NEAR EAST
UNRWA
UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance. UNRWA is funded almost entirely by voluntary contributions. For its local team, UNRWA is seeking to employ a qualified:

ICT Service Desk Assistant

Vacancy Announcement Number
JF/14/2017
Contract Status        
Fixed Term Appointment
Contract Duration                             
3 years including 1 year of probation
Grade         
10
Benefits
Monthly Salary JD 598 & 300 Fils. Other benefits include Provident Fund contribution (15% of basic salary paid by the Agency), medical insurance annual leave. Dependency benefits are subject to eligibility.
Department                                        
Field ICT Office
Duty Station            
Jordan Field Office
Issue Date                                          
15 February 2017
Deadline for Applications        
28 February 2017

Place in the Organisation:
The incumbent is responsible to Field ICT Services Officer.
Primary Duties and Responsibilities:
In accordance with established Agency policy and procedures:
·        Acts as a single point of contact for all incoming service desk requests; logs all incoming service desk requests to the service desk system;
·        Maintains a log of the ICT forms requesting ICT services and open tickets; assigns forms to ICT Service Desk staff and files these forms;
·        Registers calls received from maintenance vendors and coordinates maintenance visits either through phone calls or opening tickets over the internet;
·        Produces monthly reports and statistics from the service desk system;
·        Follows up on pending service desk tickets with users, updates them with progress and follows up with the ICT service desk team on pending requests;
·        Contacts vendors for ICT service requests of maintenance and for the purchase of consumable ICT supplies;
·        Receives and sorts incoming mail; informs the supervisor/s of items of special interest; locates and attaches reference background material; distributes to staff members as appropriate; makes photocopies of material required; classifies and files documents and dispatches mail;
·        Monitors the schedule/s of supervisor/s and arranges for meetings and  appointments; screens visitors and telephone calls for supervisor/s; brings forward matters to the attention of supervisor/s including deadlines and pending matters and handles routine correspondence, as required;
·        Performs such other duties as may be assigned.

Minimum Qualifications:
·        Diploma in information technology, business and office practice or a related discipline.
·        Four years’ service desk experience in a computer environment providing very basic user support.
·        Good command of written and spoken English and Arabic.


Competencies:
·        Ability to communicate, customer care oriented and maintain good relations with all staff;
·        Ability to coordinate the work with others, work under pressure and meet tight deadlines;
·        Ability to use computer applications such as MS-Office;
·        Good communication skills and professional demeanour.

Desirable Qualifications:
Knowledge of UNRWA’s operations and computer facilities environment.

ADDITIONAL INFORMATION
The incumbent may be required to work beyond normal duty hours and on call basis.
Equivalency
When the minimum requirements are not fully met, Field Director for Field Area staff and Director of Human Resources for Headquarters Area staff, in consultation with the concerned supervisor may exceptionally substitute part of the unmet requirements with a combination of relevant academic qualifications, additional professional training and progressive relevant work experience.

NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.
        
How to Apply
Applicants are required to register at http://jobs.unrwa.org by creating a personal profile and completing an UNRWAPersonal History Form. Please note that UNRWA only accepts degrees from accredited educational institutions. Only applications received through http://jobs.unrwa.org will be considered. Due to the large number of applications received, only applicants short-listed for interview will be contacted. Please ensure that the e-mail address that you will indicate in your Personal History Profile is accurate, candidates shortlisted for test or interview will only be contacted by e-mail. No follow up phone calls will be made.

The United Nations does not charge fees at any stage of the recruitment process (application, testing, interviewing, etc). The United Nations does not concern itself with information related to bank accounts.

General Information
UNRWA encourages applications from qualified and experienced women.

UNRWA welcomes applications from qualified candidates with disabilities. 

This vacancy notice is open to internal and external candidates. As an Area post, preference will be given to local candidates already based in the duty station of the post.

UNRWA is a United Nations organization whose staff are expected to uphold the highest standards of integrity, neutrality and impartiality. This includes respect for human rights, for diversity, and for non-violent means of dealing with all kinds of conflict. UNRWA staff are expected to uphold these values at all times, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. UNRWA is a non- smoking work environment.

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.

On appointment, all individuals will be asked to sign a self-attestation, confirming that they have not committed, been convicted of, or prosecuted for, any criminal offence and that they have not been involved, by act or omission, in the commission of any violation of international human rights law or international humanitarian law.

Date of issue: 15 February 2017

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