Service Desk Analyst ( Multiple Positions)

OBJECTIVES OF THE PROGRAMME

The Executive Director's division (EDD) provides visionary leadership and, together with the Business Operations Division (BOS), supports country offices and all other divisions in the efficient delivery of the General and European Programme of Work (GPW/EPW) and the WHO Programme Budget. EDD has overall responsibility for the planning, execution, and evaluation of WHO programmes at the regional and country levels and in strengthening the alignment and joint work across the three levels of the Organization. It is also responsible for the management of the corporate resources and the effective and efficient allocation of such resources to achieve the results laid out in the GPW/EPW. The Communications, Identity and Publications (COM) unit supports the Regional Director and the work of the Regional Office by strategically leading ,coordinating and overseeing the communications activities within the Regional Office and by generating visibility for RD's public interventions. It will be responsible for the planning and coordination of all communications, media relations and publications, for capacity building in communications across the office, for guiding and coordinating the divisional and Country Office communications work, for internal communications (in collaboration with RDO organization development), EPW branding and identity, for liaising and contributing to risk communications, and for providing strategic communications advice to senior management, EURO Divisions, Country Offices, Geographically Dispersed Offices (GDOs) and other out posted offices, networks and partners on communication issues. The Unit also ensures the implementation of the communication strategy and its implementation and monitoring. As part of providing and maintaining the various communications platforms, it will be responsible for the development, functioning and sustainability of the EURO website, the 53country websites, the EURO intranet, and various social media channels.

DESCRIPTION OF DUTIES

As part of a Web Service Desk, to provide first level specialist support and guidance on all aspects of content production for the web and other digital platforms to a wide range of clients in WHO/EURO Country Offices, other out posted offices and technical divisions. To respond to queries, resolve incidents and problems and deliver service in line with business needs, WHO corporate web guidelines and evolving industry practices in web production. To participate in the quality control and development of WHO/EURO websites. Key duties: Web Service Desk support: Provide analytic input into the development and review of Service Level Agreements (SLAs). Log in, handle and dispatch requests entered into the WebService Desk Management System to staff. To monitor request ownership and ensure resolution within the scope of the SLAs. Obtain the necessary information and register this in support requests in an efficiently and accurately, Assign support requests that cannot be resolved to the RO web focal point in the Regional Office as second level and escalate to third level to the Digital Team Lead Inform customers after their requests have been resolved and ask them to verify the solution. Monitor the progress of high-impact incidents (i.e.,Site finity outages that affect multiple users) and keep the concerned users informed. Escalate a high-impact incident to the Sitefinity support team. Support user surveys and other research activities to inform further development of tools, standards, and practices. Provide input into the assessment of the Help Desk function and related reporting on web production work and emerging key issues/trends, to inform and facilitate further capacity development in house. Develop specific guidance for assigned clients/client groups in coordination with Web producer in Copenhagen and provide ad hoc support to users at all levels across WHO/EURO. Direct client support: Support with expert knowledge and know how the production of divisions/country offices web sites, providing authoritative recommendations on proposed content as well as hands on assistance with posting a diverse array of information destined for the web and other digital based platforms. To propose and implement improvements. This includes the delivery of specific projects for web site revamp and update. Coordinate and conduct regular quality control checks of web sites in assigned client groups in country offices/divisions, escalating key issues and problems, as well as suggestions for improvement as applicable. Maintain regular dialogue with country offices/divisions staff to understand their needs and key issues, assisting in producing information to specified requirements. Advice on existing rules and regulations and relevant approval procedures, ensuring that the desired production is conducted on schedule and within established deadlines. Oversee all aspects of the production of websites, monitoring the requisite steps and developing schedules tailored to meet the needs of the assigned divisions/country offices. Input to development of new functionality and applications: Track the functioning of the content management system(CMS). Recommend and implement improvements based on needs of the divisions, country offices and other out posted offices. Contribute, as necessary, to efforts to document Web team applications, the technologies used, and the systems developed for it. Contribute to implementation of new functionality by gathering requirements, providing inputs into project sprints, performing testing, quality assurance and overseeing bug fixes. Administer and optimize web tools managed by the Web team, such as Google or other search tools, Google Analytics, and other web production tools. Test and implement new technologies as they become available. Participate in the evaluation of new technologies use and users buy in. Administer and optimize web tools managed by the Web team, such as Google or other search tools, Google Analytics, and other web production tools. Test and implement new technologies as they become available.

REQUIRED QUALIFICATIONS

Education

Essential: Secondary education or equivalent. Technical or commercial school.

Desirable: University Degree or equivalent.

Experience

Essential: At least eight years of experience in web publishing (i.e., preparing, reviewing and/or posting content for websites). Out of these, several years of experience in using web content management systems (CMS). Considerable experience in information architecture, web user experience, digital storytelling, and accessibility. Documented Experience in customer service role.

Desirable: Relevant experience in WHO or other UN agency

Skills

Demonstrated technical knowledge of the content management system ,information architecture, user experience, accessibility (WCAG 2) and writing for the web best practice. Documented Problem-Solving and Troubleshooting Skills Demonstrated strong Interpersonal skills and customer-focused mindset Demonstrated ability to work in a fast-paced environment retaining high attention to detail. Documented skills in documentation and organization of records. Emotional intelligence: ability to identify and manage one's own emotions, as well as helping others to do the same.

WHO Competencies

Teamwork

Respecting and promoting individual and cultural differences

Communication

Producing results

Moving forward in a changing environment

Use of Language Skills

Essential: Expert knowledge of English.

Desirable: Intermediate knowledge of French, Russian, German.

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at USD 20,456 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level
• Only candidates under serious consideration will be contacted.
• A written test and/or an asynchronous video assessment may be used as a form of screening.
• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.
• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.
• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (

https://www.who.int/careers/diversity-equity-and-inclusion

) are strongly encouraged to apply.

Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to

reasonableaccommodation@who.int

• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.
• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.
• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.
• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.
• Please note that WHO's contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.
• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.
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