The incumbent works in close collaboration with all VSS functional groups and teams, Volunteer Services Centre, Regional Offices, Field Units, and other relevant subject matter experts for resolving volunteer-related questions and issues. She/He promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.
Responsibilities:
Review and assign incoming cases in line with established procedures and responsibilities.
Respond to enquiries from all stakeholders (candidates, volunteers, host entities, UNV personnel) and ensure timely and accurate case resolution as per the Service Desk team’s KPIs.
Escalate cases to relevant subject matter experts for guidance, clarification and solution.
Assist individuals facing difficulties using UNV’s volunteer management systems.
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.
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.
Contribute to developing the Service Desk knowledge base of queries and resolutions, provide inputs to training materials on using UNV’s Service Desk tools and feedback for the improvement of Service Desk related IT systems.
Assist in translations of standard Service Desk correspondence and self-service content in all three UNV working languages (English, French. Spanish).
As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers’ engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies.
Provide guidance and support candidates, UN Volunteers and partner agencies on the Conditions of Service, as well as on the volunteer cycle.
Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes.
Education:
Secondary education with technical training in communications, human resources or business administration.
University degree in communications, human resources, business administration, or related area is desirable, but it is not a requirement.
Work Experience:
Secondary education with 6 years of relevant experience in communications, human resources or administration or a related field.
Alternatively, a Bachelor’s degree in combination of 3 years of relevant experience.
Knowledge of information technology at an advanced user level, including office software packages (MS Word, Excel, etc.).
Experience in assisting in user training or documentation is an advantage.
Experience using a Client Relationship Management (CRM) system for customer/client support a strong asset.
Work experience within the United Nations or an international organization is an asset.
Experience with remote troubleshooting is an advantage.
Experience in user satisfaction initiatives is desirable.
Experience in managing service tickets is an asset.
