UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES

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UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES
VN-11-12-DIST
UNITED NATIONS HIGH COMMISSIONER FOR REFUGEES
INTERNAL/EXTERNAL VACANCY NOTICE *
Title of Position:
Position Number:
Category & Level:
Location:
Effective date:
Duration:
Closing Date:
ICT Associate (Infrastructure)
10019042
General Service, G-6
ICT Service Development Section
Global Service Centre, Budapest
ASAP
initially for a period of one year
20 May 2012
Organizational Context
Under the administrative supervision of Chief of ICT Service Development Section and in
technical collaboration with the Technical Support and Monitoring Section, the incumbent of
the position will play the following roles:
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Responsible for assisting in monitoring the overall performance of the infrastructure
and ensuring the service level information is obtained from the managed service
providers and internal groups to provide a comprehensive Service Level reports;
Day-to-day monitoring and reporting of service provision against Service Level
Agreements;
Contribute to change by actively delivering and encouraging support for new ways of
working.
Internally liaises directly with own Service Delivery Team, 1st and 3rd level support on
a daily basis. Liaises directly with end users to clarify, analyse and resolve reported
issues;
Works with the staff in the Infrastructure support area of the ICT Service Centre in
Amman to coordinate where incidents or problems span across infrastructure within
HQ and that supported by ICT Service Centre
Duties & Responsibilities
Accountability
 Assistance is provided for the provision of effective infrastructure support for his/her
assigned areas of responsibility.
Responsibility
 Adhere to Service Management processes, policies, Service Level Agreements (SLA)
and standards;
 Keep a log of all SLAs and monitoring performance against them;
 Assist in the management of a comprehensive process through which appropriate
service performance and end-customer satisfaction metrics are tracked;
 Produce service levels metrics for infrastructure services;
 Track service level information provided by external vendors;
 Support the ICT Officer (Infrastructure – Monitoring) in the resolution of problems;
 Follow established monitoring processes to identify issues or problems with the
infrastructure and reporting them to the ICT Officer (Infrastructure – Monitoring);
 Manage and resolve issues and disputes wherever possible using the appropriate
escalation processes where necessary;
 Define and deliver agreed and jointly owned service improvement plans;
 Build effective relationships with Service Management colleagues, 1st 2nd and 3rd
level support to ensure the provision of an effective incident resolution service;
 Build effective relationships with the Vendor Management team to ensure external
providers are providing service level information as agreed;
* NB: The names of external applicants will only be sent to the manager if there are no
internal applicants.
VN-11-12-DIST
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Work with external providers to ensure prompt receipt and accuracy of service level
information;
Work with colleagues in Technology Support and Monitoring in the ICT Services
Centre in Amman and Geneva.
Develop and maintain knowledge of the Service Management Tool;
Maintain current knowledge of key infrastructure through liaison and discussion with
operations colleagues;
Undertake other tasks or assignments within his / her area of competence as directed
by Chief of ICT Service Development Section.
Authority
 Decide on appropriate resolution to incidents / problems;
 Escalate issues to supervisor if incident / problem cannot be resolved with scope of
responsibility.
Qualifications, Requirements:
Education:
Completion of Secondary Education with a post-secondary/certification or its
equivalent in a technical or professional institution with course work or training in Information
Technology.
Experience:
support.
Minimum 6 years of relevant working experience in ICT infrastructure
Languages:
Excellent knowledge of spoken and written English. Working knowledge of
other UN language, preferably French is desirable.
Other Requirements:
 Experience of supporting ICT infrastructure related to ICT service monitoring, HelpDesk environment or providing ICT infrastructure support;
 Experience of analysing and reporting on performance of ICT services;
 Experience of using monitoring tools to assess the performance of ICT Infrastructure;
 Experience in setting up, maintenance and supporting of Video-Teleconference and
IT Telephony equipment as well as continuous training of users;
 Experience in user administration -Novell Network Environment and Infrastructure;
 Ability to provide high quality technical support services in a demanding operational
environment that often has short deadlines;
 Good communication and strong interpersonal skills and ability to deal with teams
and staff from different cultural and educational backgrounds.
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Experience in
o implementing ITIL processes;
o network technologies;
o supporting and using network and desktop management tools;
o e-mail systems (MS Exchange, GroupWise);
o VPN and network management systems and tools, network security, intrusion
detection.
ITIL qualifications;
Eligibility
Internal candidates are General Service staff members currently serving at the duty station
where the vacancy exists, including those with reduced seniority, who have been appointed
through the APPC process. Only staff members who have served for a minimum of one year
in their present post will be eligible to apply for vacancies. Interested staff members should
consult the revised APPC Procedural Regulations, regulations 16-22 on eligibility to apply for
a General Service Vacancy, before submitting an application.
* NB: The names of external applicants will only be sent to the manager if there are no
internal applicants.
VN-11-12-DIST
External candidates must be legally present in Hungary at the time of application, recruitment
and hire.
Submission of applications
If you wish to be considered for this vacancy, please submit your application letter and
personal history form (P11) by e-mail with “Application for the ICT Associate (Infrastructure)
10019042 position” in the subject line to: [email protected] by 20 May 2012.
The Personal History Form (P11) is available at the following link:
http://www.unhcr.org/recruit/P11_UNHCR.doc
Salary scales are available at http://www.un.org/depts/OHRM/salaries_allowances/salary.htm
Only short-listed candidates will be notified. No late applications will be accepted.
* NB: The names of external applicants will only be sent to the manager if there are no
internal applicants.

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