Global Service Desk Associate (Open to Tier 0, 1 & 2 applicants)
Overview
Provides first-level support to UNDP’s global users, ensuring efficient resolution of IT incidents and service requests related to corporate systems, infrastructure, and collaboration tools. The role supports evolving user needs and collaborates with internal stakeholders to maintain high service standards.
Key Responsibilities
- Provide Tier 1 support for UNDP IT applications, hardware, platforms, IT infrastructure, and Microsoft/Office collaboration tools.
- Log, categorize, prioritize, and update all incidents accurately in the ticketing system.
- Perform initial troubleshooting using SOPs, scripts, and knowledge articles.
- Process user requests such as password resets, account unlocks, access provisioning, and software installations.
- Escalate unresolved or complex incidents to Tier 2/3 support teams.
- Monitor and follow up on incidents to ensure timely resolution and proper closure in line with SLAs.
- Identify recurring incidents and user trends and escalate to relevant teams.
- Maintain high-quality ticket documentation.
- Monitor ticket queues and ensure adherence to SLA targets.
- Proactively identify and escalate tickets at risk of SLA breach.
- Communicate effectively with users via phone, email, or chat.
- Confirm resolution with users and ensure satisfaction prior to ticket closure.
- Utilize and contribute to knowledge base articles, SOPs, FAQs, and user guides.
- Document solutions and create or update knowledge articles for recurring issues.
- Identify gaps, outdated content, or improvement opportunities within existing knowledge resources.
- Share observations on recurring issues, user challenges, and support trends.
- Participate in team discussions, reviews, and knowledge-sharing activities.
- Assist in testing new IT platforms, system enhancements, and corporate applications.
- Provide feedback to developers and business focal points.
- Support development of training materials and deliver basic end-user guidance.
- Provide emergency ICT support or facilitate operations for country offices during crises or capacity gaps.
- Collaborate with internal teams and stakeholders to ensure continuity and quality of service delivery.
Required Experience
Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in an IT service desk or technical support environment. Experience using enterprise ticketing systems such as ServiceNow, Jira, or equivalent is required. Experience and working knowledge of Microsoft 365 applications, Google Workspace and user account administration is required. Experience providing remote support and troubleshooting hardware, software, and connectivity issues is required. Experience in strong customer service orientation with excellent communication skills and the ability to deliver effective user support is required. Demonstrated ability to work within established SLAs, SOPs, and escalation procedures is required. Demonstrated ability to work effectively as part of a team in a multicultural, fast-paced environment is required. ITIL Foundation certification is desired. Experience supporting ERP systems and enterprise applications is desired. Experience contributing to knowledge management, reporting, or service improvement initiatives is desired.
Qualifications
Secondary education is required. Or University degree (bachelor’s or master’s equivalent) in Technology, Computer Science, Business Administration, or a related field will be given due consideration, but it is not a requirement.