Information Technology Assistant (Customer Care)

Job Posting Organization:
UNICEF, established in 1946, operates in over 190 countries and territories with a mission to save children's lives, defend their rights, and help them fulfill their potential. The organization is committed to promoting the rights of every child and offers diverse opportunities for professional and personal development to its staff. UNICEF's Global Shared Services Centre (GSSC) is located in Budapest, Hungary, and provides services in Finance, Human Resources, Payroll, and Information Technology to UNICEF offices worldwide. The organization prides itself on its diverse and passionate culture, along with an attractive compensation and benefits package.

Job Overview:
The Information Technology Assistant (Customer Care) plays a crucial role in supporting users across various locations, including country offices, regional offices, and headquarters. The primary responsibility is to ensure effective and efficient solutions are provided for all incidents and queries related to IT infrastructure, Business, and GSSC services. This position requires collaboration with other GSSC sections, ICTD, and Headquarters divisions to address IT or business-related inquiries and complaints from UNICEF staff. The assistant will conduct thorough investigations, analyze problems, and resolve issues in a timely and professional manner. Additionally, the role involves maintaining a knowledge base library, providing work shadowing, and ensuring business continuity. The assistant will also collaborate with Business and Technical Subject Matter Experts (SMEs) to inform improvements to business processes and IT system enhancements.

Duties and Responsibilities:

• Provide business and technical support by liaising with other GSSC sections, ICTD, and Headquarters divisions to handle IT or business-related inquiries and complaints from UNICEF staff.
• Conduct thorough investigations and problem analysis to resolve issues in a timely manner.
• Collaborate with Business and Technical SMEs to inform improvements to business processes and IT system enhancements.
• Maintain a knowledge base library and provide work shadowing to ensure business continuity.
• Support users in all locations, ensuring effective solutions are provided for incidents and queries related to IT infrastructure and services.
• Assist in the maintenance and enhancement of IT systems and applications.
• Participate in training and development initiatives to enhance personal and professional skills.

Required Qualifications:

• 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 relevant fields, supplemented with certifications, is a plus.
• An ITIL Foundation Certificate or equivalent customer support certification is desirable.
• A minimum of five years' practical work experience 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, while 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.

Educational Background:
The position requires completion of secondary education (high school degree) along with formal training in relevant fields such as Computer Science, Information Systems, Telecommunications, Engineering, Business, Administration, Finance, or Human Resources. Additional coursework in these areas, along with relevant certifications, is considered advantageous. An ITIL Foundation Certificate or equivalent customer support certification is also desirable for this role.

Experience:
Candidates must have a minimum of five years' practical work experience in Information Technology, Business, Administration, Finance, Human Resources, or equivalent qualifications. A bachelor's degree in related fields can replace three years of related work experience, while a master’s degree can replace an additional two years of work experience. Experience in providing technical and business application support is essential, along with practical experience and working knowledge of various computer platforms and applications. Familiarity with incident management, major incident management, and problem management processes is also required.

Languages:
Fluency in English (both verbal and written) is mandatory for this position. Knowledge of an additional official UN language (Arabic, Chinese, French, Russian, or Spanish) or the local language of the duty station is considered an asset and may enhance the candidate's profile.

Additional Notes:
UNICEF offers an attractive remuneration package that includes a competitive salary and benefits. Applicants must be nationals of EU countries or possess a valid long-term Hungarian work permit not sponsored by any employer at the time of application. It is required for applicants to attach copies of their valid Hungarian permits that allow them to work full-time. The organization promotes a diverse and inclusive work environment and encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process and has a zero-tolerance policy on conduct incompatible with the aims and objectives of the United Nations and UNICEF. All selected candidates will undergo rigorous reference and background checks, and adherence to UNICEF’s Core Values of Care, Respect, Integrity, Trust, Accountability, and Sustainability is expected.