Global Service Desk Associate (Open to Tier 0, 1 & 2 applicants)

Tiered Approach In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

• Tier 0 : UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
• Tier 1 : Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
• Tier 2 : UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
• Tier 3 or no tier indicated : All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply. Background The United Nations Development Programme (UNDP) is the global development network of the United Nations system, operating on the ground in 177countries and territories. UNDP helps to eradicate poverty, reduce inequalities and exclusion, and build resilience so that countries can sustain progress. UNDP plays a critical role in helping countries achieve the Sustainable Development Goals. Our people are united by a common call to action: building a fairer and more inclusive world for those in need through sustainable development. The Bureau for Management Services (BMS) within UNDP is responsible for the development of corporate strategies, policies, tools, and systems across key cross-cutting management areas, BMS supports the achievement of development results through strategic management advice, innovative business solutions, and corporate services aligned with international best practices and the evolving needs and expectations of development partners. Within BMS, the Information & Technology Management (ITM) Division, in alignment with the UNDP IT and Digital Strategies, drives the organization's digital transformation by developing and managing corporate technology platforms and services to UNDP and several UN entities. ITM delivers ICT solutions globally to UNDP Country Offices and UN partners. Within ITM, the Global Support and Capacity Building (GSCB) unit functions as the central point for user support, managing service requests and incidents across corporate systems, including ERP, content management systems, and office collaboration platforms. The Customer Management Center (CMC), operates under GSCB, providing frontline support to UNDP and partner agencies’ global user base. Under the supervision of the regional team lead, the incumbent contributes to the effective delivery of service desk operations through coordination with internal support teams and stakeholders. Position Purpose: The Global Service Desk Associate provides first-level support to UNDP’s global users, ensuring efficient resolution of IT incidents and service requests related to corporate systems, infrastructure, and collaboration tools. The role supports evolving user needs, contributes to user adoption of digital platforms, and collaborates with internal stakeholders to maintain high service standards. The incumbent is expected to analyse issues using the official ticketing system, apply standard operating procedures (SOPs) and knowledge resources, and coordinate with relevant teams to ensure timely and effective resolution. This position plays a critical role in maintaining operational efficiency of the service desk through consistent service delivery, user communication, and continuous improvement. UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration Duties and Responsibilities Provide First-Level User Support and Incident Management:

• Provide Tier 1 support for UNDP IT applications, hardware, platforms, IT infrastructure, and Microsoft/Office collaboration tools using the official ticketing system.
• Log, categorize, prioritize, and update all incidents accurately in the ticketing system.
• Perform initial troubleshooting using SOPs, scripts, and knowledge articles to resolve incidents at first contact where possible.
• Process user requests such as password resets, account unlocks, access provisioning, and software installations in accordance with established procedures.
• Escalate unresolved or complex incidents to Tier 2/3 support teams in accordance with established procedures.
• Monitor and follow up on incidents to ensure timely resolution and proper closure in line with SLAs.
• Identify recurring incidents and user trends and escalate to relevant teams for further analysis.

Ensure Ticket Quality, SLA Compliance, and User Communication:

• Maintain high-quality ticket documentation, including clear problem descriptions, actions taken, and resolution details.
• Monitor ticket queues and ensure adherence to SLA targets for response and resolution.
• Proactively identify and escalate tickets at risk of SLA breach.
• Communicate effectively with users via phone, email, or chat, providing timely updates on ticket status and expected resolution timelines.
• Confirm resolution with users and ensure satisfaction prior to ticket closure.

Contribute to Knowledge Management and Continuous Improvement:

• Utilize and contribute to knowledge base articles, SOPs, FAQs, and user guides to support efficient issue resolution.
• Document solutions and create or update knowledge articles for recurring issues.
• Identify gaps, outdated content, or improvement opportunities within existing knowledge resources and escalate recommendations to the relevant team.
• Share observations on recurring issues, user challenges, and support trends to support service improvement initiatives.
• Participate in team discussions, reviews, and knowledge-sharing activities aimed at improving service delivery and user experience.

Support System Enhancements, Training, and Operational Needs:

• Assist in testing new IT platforms, system enhancements, and corporate applications.
• Provide feedback to developers and business focal points based on user experience and support trends.
• Support development of training materials and deliver basic end-user guidance where required.
• Provide emergency ICT support or facilitate operations for country offices during crises or capacity gaps.
• Collaborate with internal teams and stakeholders to ensure continuity and quality of service delivery

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization. Competencies Core: Achieve Results: LEVEL 1:

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively: LEVEL 1:

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously: LEVEL 1:

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility: LEVEL 1:

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination: LEVEL 1:

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner: LEVEL 1:

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion: LEVEL 1:

• Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical: Business Management - Customer Satisfaction/Client Management:

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.
• Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.

Business Management - Communication:

• Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
• Ability to manage communications internally and externally, through media, social media and other appropriate channels

Information Management & Technology - IT Customer Support:

• Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience.
• Knowledge of ISO 9001.

ITIL certification or similar - Required Skills and Experience Education:

• Secondary education is required. Or
• University degree (bachelor’s or master’s equivalent) in Technology, Computer Science, Business Administration, or a related field will be given due consideration, but it is not a requirement.

Experience:

• Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in an IT service desk or technical support environment.
• Experience using enterprise ticketing systems such as ServiceNow, Jira, or equivalent is required.
• Experience and working knowledge of Microsoft 365 applications, Google Workspace and user account administration is required.
• Experience providing remote support and troubleshooting hardware, software, and connectivity issues is required.
• Experience in strong customer service orientation with excellent communication skills and the ability to deliver effective user support is required.
• Demonstrated ability to work within established SLAs, SOPs, and escalation procedures is required.
• Demonstrated ability to work effectively as part of a team in a multicultural, fast-paced environment is required.
• ITIL Foundation certification is desired.
• Experience supporting ERP systems and enterprise applications is desired.
• Experience contributing to knowledge management, reporting, or service improvement initiatives is desired.

Languages:

• Fluency in written and spoken English is required.

Knowledge of another UN official language is desirable. - Equal opportunity As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all. Sexual harassment, exploitation, and abuse of authority UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. Probation For all new UNDP fixed term appointments (FTA), including for staff members being transferred or seconded to UNDP under the Inter-Organization Agreement concerning Transfer, Secondment or Loan of Staff, on an appointment of more than one year, continuation of the appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period. Right to select multiple candidates UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements. Use of AI by candidates Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection Scam alert UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert. #LI-DNI