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