Operations Assistant, Service Desk at UNDP

Job Description

Reporting to the Operations Associate, Talent Acquisition and Management, the Operations Assistant, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV’s Service Desk by email, through contact forms or other case creation channels. The Operations Assistant works in close collaboration with the volunteer talent pool, recruitment, management and payroll staff in the Volunteer Services Centre for resolving volunteer-related questions and issues. The Operations Assistant promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and user satisfaction.

Duties and Responsibilities

1. Provision of usersupport through UNV’s Service Desk
2. Review and assign incoming cases in line with established procedures and responsibilities;
3. Respond to enquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel) and ensure timely case resolution;
4. Assist individuals facing difficulties using UNV’s volunteer management systems;
5. Contribute to solving recurring issues faced by users of UNV’s volunteer management systems through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience;
6. Suggest new or revision of existing standard enquiry templates or other self-service content as appropriate and in line with the evolving nature of queries received;
7. Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages;

Development of UNV’s Talent pool

1. Review possible duplicate records based on automated functionality, delete or merge confirmed duplicates in the UNV Talent pool as per established procedures;
2. Follow-up with relevant personnel on cases of database errors or data inconsistencies related to the Talent pool;
3. Provide inputs for the development of database standards and procedures and apply them in all database management activities;
4. Support the Operations Associates, Volunteer Recruitment, in tracking qualified candidates and ompiling supporting documents requested from candidates (e.g. university degrees, references, recommendation letters, etc.);

Administrative support

1. Act as back-up Leave Monitor and Procurement focal point for the Volunteer Services Centre Compile data relevant to the Centre’s work plan and related activities, keeping track of documents, including organizing VSC intranet space;
2. Extract and disseminate reports, statistics and other information related to the UNV global talent pool;
3. Serve on a rotational basis as a focal point for the Centre on specific roles;
4. Perform any other duties assigned by the supervisor.

Competencies

Core Competencies

1. Innovation
2. Ability to make new and useful ideas work

Leadership

1. Ability to persuade others to follow

People Management

1. Ability to improve performance and satisfaction

Communication

1. Ability to listen, adapt, persuade and transform

Delivery

1. Ability to get things done while exercising good judgement

Technical/Functional Competencies

Recruiting

1. Knowledge of recruiting issues, procedures, and principles and the ability to apply them to strategic and/or practical situations to secure quality candidates

Quality Assurance

1. Ability to perform administrative and procedural activities to ensure that quality requirements and goals are fulfilled

Operational Efficiency

1. Ability to identify and execute opportunities to improve operational efficiency

Knowledge Management

1. Ability to capture, develop, share and effectively use information and knowledge

Education

1. Required Skills and Experience
2. Secondary education, higher technical diploma or first university degree in communications, human resources or business administration a strong asset.

Experience

1. 5 years of relevant work experience, preferably in, customer/client support, human resources, or office administration.

Language Requirements

1. Fluency in English;
2. Fluency in French and/or Spanish.

Other

1. Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.)
2. Excellent written communication skills with the ability to adapt to different audiences
3. Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.