23 October 2016
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The mission of WHO is the attainment by all peoples of the highest possible level of health.
Vacancy Notice No: HQ/13/GMG/FT308
Title: Call Centre Assistant
Grade: G5
Contract type: Fixed-term Appointment
Duration of contract:  2 years
Date: 22 July 2013
Application Deadline: 12 August 2013 Vacancy Notice Cancelled
Duty Station:  Kuala Lumpur, Malaysia
Organization unit: HQ/GMG General Management (HQ/GMG) /
HQ/ITT Information Technology and Telecommunications (HQ/ITT)
HQ/GWS Global Workspace Services
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 GSD team is to serve all individuals associated with WHO by being innovative in providing high quality, relevant, efficient and professional solutions and support.

The incumbent is a main resource in WHO in providing switchboard services to WHO HQ, GSC and UNAIDS customers. As part of Global Service Desk team, the incumbent also provides other backup or additional duties as assigned by the GSD Supervisor.Incumbent is guided in organizing and managing their own work and priorities. Guidance and advice on procedural and technical aspects will be received from supervisor but the incumbent is expected to work as independently as possible. The incumbent will need to work within the context of GSC, IT Operations Centre, and ITT policies and procedures in the services provided. S/He will be responsible for the quality, follow-up, and accuracy of their work.
Description of duties:
The incumbent's responsibilities include (but are not limited to):
-Answering incoming calls to the WHO Switchboard from the operators' console.
-Providing the information requested and/or transferring the calls to the relevant HQ, UNAIDS or GSC individuals/departments.
-Performing backup duties for the Global Service Desk by 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.
-Contributing to the GSD Knowledge Management initiatives.
-Sending ITT Announcements, and activating IVR messages during a major incident or problem.
-Producing monthly statistical report on Switchboard calls.
-Managing GSD Intranet and Sharepoint sites.
-Providing input and feedback to the Supervisor regarding the performance and enhancement of the WHO computing environment in accordance to the GSD Escalation procedure.
-Contributing to Service Desk Projects and Continuous Service Improvement (CSI) Programmes.
-Other duties and responsibilities as assigned by supervisor.
- High school or equivalent qualifications in multimedia technologies, telephonist/receptionist diploma, or equivalent experience

- Training in the use of switchboard/telephony console or equivalent, or other call center related certifications. ITIL Foundation Certificate.
-Excellent phone etiquette and phone handling skills/techniques.
-Advanced communication skills.
-Capability to translate the language of customers into useful technical information and vice versa.
-Demonstrable self-training and self-learning.
-Ability to multi-task.
-Good knowledge of word processing, spreadsheet and database programmes.

WHO Core competencies:
1. Producing results.
2. Communicating in a credible and effective way.
3. Moving forward in a changing environment.
- Minimum 5 years experience, of which 3 in reception/switchboard activities. Good knowledge and skills in the use of computers (Intel based workstations, scheduling software) and telecommunications technologies, including IP based telecommunications. Experience in liaising and coordinating with major telecommunications providers.

- Good knowledge of WHO HQ telecommunications and teleconferencing facilities. Experience in WHO computing environment including WHO applications, WHO rules and procedures. Secretarial skills for scheduling activities.
- Excellent knowledge of English both written and spoken.

- Working knowledge of French 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 Malaysian nationals living 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 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 45,838 at single rate

This vacancy notice may be used to fill other similar positions at the same grade level.

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: 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.

Vacancy Notice Cancelled

This vacancy is shown for viewing only. It is not currently open for applications
WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.