20 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/14/GMG/FT119
Title: Senior Service Desk Specialist - Operations Support Specialist
Grade: G7
Contract type: Fixed-term Appointment
Duration of contract:  2 years (initially)
Date: 10 March 2014
Application Deadline: 31 March 2014 Vacancy Filled
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 Director ITT's Office (ITO) team is to provide corporate support and consistent shared service to the ICT function across WHO including governance and coordination of global ICT initiatives, project planning, service management, finance and administration.
Description of duties:
Under the supervision of the Global Service Desk (GSD) Lead, the incumbent will be the champion of all GSD ITIL and ITSM processes, who is responsible for providing GSD Analysts with coaching, guidance and assistance in regards to implementing and following the pre-defined GSD ITIL processes. The incumbent is responsible in playing a role of Incident and Problem Manager within GSD team. The incumbent is also responsible in championing the Quality Assurance procedures, monitoring and reporting, ensuring that all GSD Analysts are monitored and reported upon accordingly to the respective GSD Leads.

The incumbent will be responsible for continuous improvement of processes and measurements of the team. The incumbent will provide guidance on the procedure and best practices in handling calls and tickets as per the GSD processes. She/He is expected to train new staff, motivate the team, coach team members, involve them in projects, and evaluate their performance pertaining to ITIL, ITSM and Quality Assurance processes. Additionally, the incumbent will ensure that statistical reports and analysis pertaining to ITIL and QA audit processes are provided.

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

- Responsible for monitoring team compliance to policies, processes, and procedures (ITIL, IT Service Management and Quality Assurance Framework) leading to effective handling of tickets in a timely and orderly manner and take any corrective actions where required.
- Perform Quality Assurance checks and regular examination of Service Desk Agents' performance by monitoring/auditing calls and tickets responses.
- Lead Continuous Improvement Initiatives on Quality Assurance and ITIL Processes whilst ensuring participation and feedback from GSD Analysts.
- Ensure new staff are trained, motivated, coached and evaluated based on their performances pertaining to ITIL, ITSM and Quality Assurance processes.
- Responsible for the improvement and enforcement of GSD Incident Management Process.
- Responsible for the improvement and enforcement of GSD Problem Management Process ensuring that problems logged are monitored, managed, resolved, communicated, or escalated timely to IT focal points or Service Owners.
- Ensure that all Service Announcements are clearly written and released in a timely manner.
- Engage with IT teams and conduct regular review or checkpoint meetings on the status of SRs assigned from GSD to IT operational teams with regard to, but not limited to: aging, escalations, problems, and potential training needed to improve SR resolution time.
- Responsible for both reactive root-cause analysis and proactive trend analysis based on the tickets and calls received by GSD.
- Participate in the development of Service Level Agreements with IT or Operating Level Agreements with support teams.
- Produce monthly QA reports for Individual GSD Analyst vis--vis process compliance, perform analysis using meaningful statistical data, and provide conclusions and recommendations.
- Produce monthly Incident Management reports vis--vis process compliance, perform analysis using meaningful statistical data, and provide conclusions and recommendations.
- Conduct monthly report review meetings with the team, with structured agenda, ensuring minutes and action items are captured, and actions are taken on them.
- Perform other duties and responsibilities as assigned by supervisor.
Completion of secondary school education, technical or commercial school qualification.

Service desk or call centre management certification and other relevant professional training and/or certification (e.g. ITIL Foundation, Quality Assurance, Microsoft Certifications, Oracle Certifications, etc.).
- Strong knowledge on ITIL and IT Service Management frameworks.
- A good knowledge on Quality Assurance principles and procedures.
- Ability to plan and coordinate work of different parties during Major Incident or Problem.
- Careful attention to detail coupled with the ability to continuously monitor progress of plans, actions and other initiatives.
- Ability to translate the language of customers into useful technical information for the specialists and vice versa.
- Thorough knowledge of current technologies as it relates to end-user support and business strategies.
- Ability to manage deliverables and resources in a climate of change.
- Ability to effectively collaborate with teams in an international, multi-cultural, multi-disciplinary environment; separated by geographical locations and working under different time-zones.
- Ability to independently perform research and apply information from a broad range of sources.
- Excellent interpersonal skills with the ability to think and act quickly, sometimes under pressure and yet remain effective.
- Excellent communication (both oral and written), logical thinking, problem solving and analytical skills.
- Strong time management skills.
- Proactive, flexible, resourceful and able to work independently with limited supervision.
- Excellent customer relationship skills.

WHO Core Competencies:
1. Producing results.
2. Communicating in a credible and effective way.
3. Moving forward in a changing environment.
4. Ensuring the effective use of resources.
- At least 10 years of relevant work experience in Information Technology end-user support and business functional support, with at least 5 years experience in user support in a large international networked PC based environment with completion of secondary school or commercial school or;
- 8 years with the first level University Degree or;
- 7 years with an Advanced University Degree.

- Process Manager/Incident Manager/QA Specialist experiences in working with international organizations in developing countries.
- Call Centre, Oracle and WHO ITSM Platform application management.
Expert knowledge in English, both written and spoken.

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 75,097 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 Filled

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