Posting Title: INTERN - INFORMATION SYSTEMS & COMMUNICATION TECHNOLOGY, I
Job Code Title: INTERN - INFORMATION SYSTEMS & COMMUNICATION TECHNOLOGY
Department/ Office: International Criminal Tribunal for the former Yugoslavia
Duty Station: THE HAGUE
Posting Period: 4 June 2014-4 June 2015
Job Opening number: 14-IST-ICTY-31021-R-THE HAGUE
The Information Technology Services Section (ITSS) Service Desk cell is the first point of contact for all ICT related incidents and service requests. The cell provides first line ICT support and services to the UN-ICTY user community and related organizations and individuals. The Information Technology Intern will report to the Service Desk Supervisor.
Responsibilities
1. Diagnoses and resolves first line ICT incidents reported by the user community.
2. Routes second line ICT incidents and/or problems to the appropriate ITSS technician or cell.
3. Provides remote or onsite ICT user support.
4. Configures, delivers, and installs PC desktop hardware, software and peripherals.
5. Diagnoses equipment faults and failures; performs minor repairs on ICT equipment and peripherals; forwards equipment for repair to the contracted maintenance and Repair Company.
6. Assists other ITSS cells in the diagnosis of ICT incidents and problems
7. Assists in the update of the Service Desk knowledge base and the ITSS service catalog.
8. Maintains and updates the ITSS work order tracking system.
9. Assists in monitoring usage and replenishment of consumable items.
10. Periodically rotates as a Service Desk telephone dispatcher.
11. Performs other related duties within the ITSS as and when required.
Competencies
• Professionalism Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.
• Communication – Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two way communication; tailors language, tone, style and format to match the audience; demonstrates openness in sharing information and keeping people informed.
• Teamwork – Works collaboratively with colleagues to achieve organisational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
• Technological Awareness- Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.
Education
High school diploma or equivalent; demonstrated ability to use and support information and communication technology.
Work Experience
Applicants are not required to have professional work experience for participation in the programme, and must be at least 18 years old. Previous experience providing ICT support or within an ICT related call center or service desk would be an asset.
Languages
English and French are the working languages of the Tribunal. Fluency in oral and written English is required. Knowledge of other languages, particularly Bosnian/Croatian/Serbian, is an asset.
Assessment Method
Short-listed candidates may be contacted by the hiring team directly if further information is needed during the review of their application. Due to the high volume of applications received, candidates who have not been short-listed will not be contacted.
United Nations Considerations
The United Nations shall place no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. (Charter of the United Nations - Chapter 3, article 8). The United Nations Secretariat is a non-smoking environment.
Job Code Title: INTERN - INFORMATION SYSTEMS & COMMUNICATION TECHNOLOGY
Department/ Office: International Criminal Tribunal for the former Yugoslavia
Duty Station: THE HAGUE
Posting Period: 4 June 2014-4 June 2015
Job Opening number: 14-IST-ICTY-31021-R-THE HAGUE
The Information Technology Services Section (ITSS) Service Desk cell is the first point of contact for all ICT related incidents and service requests. The cell provides first line ICT support and services to the UN-ICTY user community and related organizations and individuals. The Information Technology Intern will report to the Service Desk Supervisor.
Responsibilities
1. Diagnoses and resolves first line ICT incidents reported by the user community.
2. Routes second line ICT incidents and/or problems to the appropriate ITSS technician or cell.
3. Provides remote or onsite ICT user support.
4. Configures, delivers, and installs PC desktop hardware, software and peripherals.
5. Diagnoses equipment faults and failures; performs minor repairs on ICT equipment and peripherals; forwards equipment for repair to the contracted maintenance and Repair Company.
6. Assists other ITSS cells in the diagnosis of ICT incidents and problems
7. Assists in the update of the Service Desk knowledge base and the ITSS service catalog.
8. Maintains and updates the ITSS work order tracking system.
9. Assists in monitoring usage and replenishment of consumable items.
10. Periodically rotates as a Service Desk telephone dispatcher.
11. Performs other related duties within the ITSS as and when required.
Competencies
• Professionalism Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.
• Communication – Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two way communication; tailors language, tone, style and format to match the audience; demonstrates openness in sharing information and keeping people informed.
• Teamwork – Works collaboratively with colleagues to achieve organisational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
• Technological Awareness- Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.
Education
High school diploma or equivalent; demonstrated ability to use and support information and communication technology.
Work Experience
Applicants are not required to have professional work experience for participation in the programme, and must be at least 18 years old. Previous experience providing ICT support or within an ICT related call center or service desk would be an asset.
Languages
English and French are the working languages of the Tribunal. Fluency in oral and written English is required. Knowledge of other languages, particularly Bosnian/Croatian/Serbian, is an asset.
Assessment Method
Short-listed candidates may be contacted by the hiring team directly if further information is needed during the review of their application. Due to the high volume of applications received, candidates who have not been short-listed will not be contacted.
United Nations Considerations
The United Nations shall place no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. (Charter of the United Nations - Chapter 3, article 8). The United Nations Secretariat is a non-smoking environment.
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