18 October 2017
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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/FT510
Title: Senior Service Desk Analyst (IT) - Senior IT Assistant
Grade: G6
Contract type: Fixed-term Appointment
Duration of contract:  2 years (initially)
Date: 19 November 2013
Application Deadline: 10 December 2013 Selection in Progress
Duty Station:  Kuala Lumpur, Malaysia
Organization unit: HQ/GMG General Management (HQ/GMG) /
HQ/ITT Information Technology and Telecommunications (HQ/ITT)
Global Service Desk (GSD)
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.
Description of duties:
The incumbent is responsible for providing advanced level of user support and coaching on both ICT and IT Global Application issues, and she/he will have to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as ensure that guidelines/policies are followed. The incumbent is also expected to be an SME or focal point for one or more areas of IT, and to guide, coach and train Analysts on skills, knowledge and processes related to the areas she/he is responsible for. The incumbent is also responsible in producing statistical reports as necessary, and attend regular review meetings with ITT teams.

The incumbent's responsibilities include (but not limited to):

- Providing advanced level of day-to-day end-user support for ICT and IT Global Application, via phone, e-mail, and web (Siebel ERM portal) on supported software and hardware platform, as per pre-defined service levels.
- Monitoring and taking action upon incoming service requests or incidents assigned to GSD IT main queue (Siebel) and its associated mailboxes.
- Taking Total Contact Ownership of Service Requests and Incidents, monitoring the end-to-end SR lifecycle and ensuring the reported issues or enquiries are resolved to the customers' satisfaction.
- 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.
- Assigning support requests that cannot be resolved at the service desk to the appropriate support group for resolution, while monitoring the SR lifecycle as per the Total Contact Ownership process.
- Informing end-users of the solutions in a timely manner, and asking them to verify the solutions.
- Contributing to the GSD Knowledge Management initiatives.
- Adhering to the Major Incident and Problem Management process when there are any potential high-impact incidents or problems affecting end-users and supported IT platforms.
- Being an SME or focal point for one or more areas of IT, and to guide, coach and train Analysts on skills, knowledge and processes related to the areas she/he is responsible for.
- Working together with GSD (IT) Team Lead in identifying and providing input on specialized training needs for the team.
- Taking part in the development of training plan.
- Producing documentations and templates for common requests/issues.
- Producing statistical reports as necessary.
- Attending regular review meetings with ITT teams.
- Providing input and feedback to the relevant service owners and ITT teams 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.
- Taking part in the testing phases and providing input on any developments or enhancements of the WHO computing environment.
- Other duties and responsibilities as assigned by supervisor.
Completion of secondary, technical, or commercial school education.

ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments.
1. Producing results (Core)
2. Communicating in a credible and effective way (Core)
3. Moving forward in a changing environment (Core)

- Advanced knowledge of WHO ICT and IT Global Applications.
- Advanced knowledge of Windows clients and Microsoft Office applications.
- Advanced knowledge of all models of desktops, notebooks, and other ICT peripherals supported in WHO.
- Intermediate knowledge and familiarity with Windows servers and basic network technologies.
- Intermediate knowledge about all services provided by the GMG Cluster (ITT and other departments) for which the Global Service Desk provides the customer interface.
- Strong knowledge in service desk systems and ITSM/ITIL Processes.
- Excellent phone etiquette and phone handling skills/techniques.
- Capability to translate the language of customers into useful technical information and vice versa.
- Ability to multi-task.
- Thorough knowledge of current technologies as it relates to end-user support and ICT strategies and keeping abreast of latest technology updates
At least 8 years' experience in IT and Business Functional support, with at least 3 years' experience in user support in a large international networked PC based environment.

Experience in providing IT end-user support in international organizations in developing countries, and experience in WHO computing environment. Training in global shared services / call center.
Expert knowledge of English both written and spoken.

Working knowledge of French would be an asset.
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 candidates 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 be 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 59,164 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.

Selection in Progress

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.