Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
IOM is committed to a diverse and inclusive work environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.
Context
The position is based in Manila Administrative Centre (MAC), headed by the Director of MAC. Under the overall supervision of the Senior Resource Management Officer (SRMO), and the direct supervision of the National ICT Officer, the successful candidate will provide technical support and services to users of IOM’s corporate applications and the IT infrastructure of MAC, promoting a client and service-oriented approach.
Core Functions / Responsibilities
1. Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
- Take ownership of user problems and be proactive when dealing with user issues.
- Provide immediate diagnosis and workarounds for reported incidents.
- Assist in determining root causes and resolution for problems raised by reported incidents.
- Escalate to supervisor and/or specialists in areas of network, systems and applications, according to identified priority levels when necessary.
2. Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system (GSS-Freshservice), servers and data on assigned shifts.
3. Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new and existing applications.
4. Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application and infrastructure components. Provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.
5. Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned.
6. Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
7. Support in elaboration and testing of scenarios for implementation.
8. Establish technical relationship and collaboration with other pertinent department/units – and with other IT personnel, partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness.
9. Participate proactively in face to face shift turnover meeting and contribute to ensure continuity of the support service. 10. Perform any other duties as assigned by supervisor.
Education
- University degree in Computer Science or Information Technology or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk/ Service Desk roles; or,
- Completed High School degree from an accredited academic institution, with five years of relevant professional experience.
- Specialized formal training on IT systems, business software (Microsoft Office), web-based applications, SAP HR and Financials.
- Valid and relevant Microsoft, Cisco, and/or ITIL Certifications an advantage.
Experience
- Demonstrated experience in user and technical support with one year of which in shift/team lead role in the area of:
- project management practice;
- information management;
- infrastructure and networks;
- disaster recovery; and
- global user support.
Languages
For this position, fluency in English is required. Knowledge of a second official UN language is desirable.
Values
Inclusion and respect for diversity
Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
Integrity and transparency
Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
Professionalism
Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
Courage
Demonstrates willingness to take a stand on issues of importance.
Empathy
Shows compassion for others, makes people feel safe, respected and fairly treated.
Core Competencies
Accountability
Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
Communication
Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
Managing and sharing knowledge
Continuously seeks to learn, share knowledge and innovate.
Teamwork
Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
Delivering results
Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
How to apply
Interested candidates are invited to submit their applications online by clicking on the APPLY button and completing the profile registration.
FEES
IOM does not charge any fees at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.