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

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a calling.

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology. For more information about GSSC please visit our webpage at Global Shared Services Centre (GSSC)  and check this YouTube.

How can you make a difference?

The key role of Information Technology Assistants (Customer Care) is to support users in all locations (country offices, regional offices, and headquarters) and to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure, Business and GSSC services.

Key functions, accountabilities, and related tasks:

• Business and Technical support: Liase with other GSSC Sections, ICTD and Headquarter Divisions to handle IT or business-related inquiries and complaints received from UNICEF staff at all levels, through various channels, conducting thorough investigation, problem analysis and the resolution of these issues in a timely and professional manner.
• Collaborate with Business and Technical SMEs at GSSC and other HQ Offices to inform improvements to business processes and IT system enhancements.
• Maintenance of knowledge base library, provide work shadowing and business continuity.

For further information please consult the detailed Job description

To qualify as an advocate for every child you will have…

• Education: Completion of Secondary education (high school degree) supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering, Business, Administration, Finance, or Human Resources. Coursework in any of these fields, supplemented with relevant certifications, is a plus.  An ITIL Foundation Certificate or an equivalent customer support certification is also desirable.

• Work Experience: A minimum of five years' practical work experience (with secondary education) in Information technology, Business, Administration, Finance, Human Resources, or equivalent qualifications.   
  A bachelor's degree in related fields may replace three years of related work experience.  A master’s degree may replace an additional two years of work experience. 
• Experience in providing technical and business application support is required along with practical experience and working knowledge of various computer platforms and applications.  
• Experience in providing support to a developmental agency’s field operations and/or supporting users in all key business systems and equipment is desirable.   
• Basic IT knowledge, including Office 365 suite, MS Azure Cloud, SAP R3/HANA and Microsoft SharePoint is required.   
• Willingness to learn the interdependence between business processes and IT services, ensuring alignment and efficiency. 
• Familiar with incident management, major incident management, and problem management processes.  
• Proficiency in ITIL change management and problem management best practices is an asset.  
• Language Requirements: Fluency in English (verbal and spoken) is required. Knowledge of an additional official UN language (Arabic, Chinese, French, Russian or Spanish), or local language of the duty station is considered is an asset. 

UNICEF offers an attractive remuneration package with