Temporary Appointment: ICT Assistant (Customer Care), GS-5, Business Innovation and Support Section (BIS), Global Shared Services Centre, Budapest, Hungary

Organizational Context

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential. The Global Shared Services Centre (GSSC) in Budapest provides global services in Finance, Human Resources, Payroll, and Information Technology. We are committed, passionate, and proud of what we do for children.

Job Purpose

The Information Technology Assistant (Customer Care) plays a crucial role in supporting users across all UNICEF locations, ensuring effective and efficient solutions for incidents and queries related to Business and GSSC services. This temporary role focuses on providing timely and professional support, investigating and analyzing issues, and liaising with various UNICEF departments and GSSC sections. The aim is to maintain high levels of user satisfaction and operational efficiency by resolving technical and business-related inquiries, contributing to the smooth functioning of UNICEF's global operations and its mission to serve children worldwide.

Responsibilities

The ICT Assistant (Customer Care) will be responsible for providing comprehensive support to users across all UNICEF locations, addressing inquiries and incidents related to Business and GSSC services through various communication channels. This includes conducting thorough investigations, performing detailed problem analysis, and resolving issues in a timely and professional manner. The role involves liaising with other GSSC Sections, ICTD, and Headquarters Divisions to manage business-related inquiries and complaints effectively. Collaboration with Business and Technical Subject Matter Experts (SMEs) at GSSC and other HQ Offices is essential. The assistant will also contribute to the maintenance of the knowledge base library, provide work shadowing, and support business continuity efforts. Familiarity with incident management, major incident management, and problem management processes is required, with proficiency in ITIL best practices being an asset. The role requires a willingness to learn the interdependence between business processes and IT services to ensure alignment and efficiency.

Work Experience

A minimum of five years of practical work experience in Business, Administration, Finance, Human Resources, or equivalent is required. Experience in providing technical and/or business application support, along with working knowledge of various computer platforms and applications, is essential. Experience supporting developmental agency field operations or key business systems is desirable.

Skills

Customer Support, Incident Management, Problem Management, ITIL Framework, Business Process Analysis, Technical Support, Communication Skills, Problem Solving, Knowledge Base Management, Cross-functional Collaboration, UNICEF Business Systems, Information Systems

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