UNDP Jobs - 54982- Global Service Desk/iHelp Support

Global Service Desk/iHelp Support

Location :

Home-Based

Type of Contract :

Individual Contract

Starting Date :

15-Apr-2015

Application Deadline :

03-Apr-15 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

Six months

Languages Required :

English

Expected Duration of Assignment :

Six months with possibility of extension based on satisfactory performance

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Background

The Office of Information Systems and Technology (OIST) supports UNDP by delivering Information Communication Technology (ICT) solutions and providing technical support for a variety of platforms and software solutions.

Within OIST is the Management Support Center (MSC) unit, also known as the Atlas Helpdesk that has the basic mandate of providing a single point of contact to manage end user support, service requests and incidents related to the organization’s Enterprise Resource Planning (Oracle PeopleSoft Financials) system and Content Management systems (SharePoint and CQ5.3), among others.

The unit is currently operating on a 10-staff capacity providing support to UNDP country offices in the Asia Pacific, Europe, Middle East, Africa, North and South America time zones. In addition, it provides extended support to various units within OIST; and, to various offices and work streams within the Bureau of Management (BOM) and UNDP partner agencies across the globe.

In order to meet increasing end user requirements, MSC is seeking to retain the services of a Global Service Desk/iHelp Support for an initial period of six months. The successful candidate will join the unit in Tier 1 support processing cases, basic troubleshooting, providing resolutions to common issues and building a database of solutions.

Duties and Responsibilities

Expected Outputs and Deliverables:

Under the direct supervision of the Manager of MSC, OIST, the incumbent will be responsible for, but not limited to, the following duties:

User Support (75%):

Support helpdesk activities by supplementing Tier 1 activities for ihelp@undp.org primarily and ps.support@undp.org, secondarily.
Support helpdesk activities by reviewing, analyzing and providing solutions to iHelp-related user issues.
Identify user needs and corresponding intervention measures.

Knowledge Management (25%)

Build a solution database for internal helpdesk use.
Review and update existing Non-Atlas FAQs from the MSC Site pages.

It is expected that the consultant will substantially contribute to producing, among others, the following outputs:

Daily user trends and helpdesk statistics.
Monthly incident tracking reports.
Monthly submission of information materials for the MSC Site FAQs through Atlas and iHelp solutions available in CRM and ihelp@undp.org.

The incumbent is expected to work eight (8) hours per working day.

The key results have an impact on the efficiency of the unit. Accurate analysis and presentation of information, thoroughly researched and fully documented work strengthens the capacity of the office and facilitates subsequent action by the supervisor. Incumbent’s own initiative and timely finalization is decisive in results of work.

Competencies

Communication:

Communicates effectively with users at all levels of the organization and is comfortable in handling relations at all levels; Demonstrates sensitivity, tact and diplomacy in internal as well as external relations in his/her role as Global Service Desk Associate.

Professionalism:

Capable of working in a highly pressured environment with different types of users, managing many tasks simultaneously; Able to handle a large volume of emails accurately and thoroughly, with great attention to detail; Exercises the highest level of responsibility and is able to handle confidential and politically sensitive issues in a responsible and mature manner.

Teamwork:

Works well in a team; projects a positive image and is ready to take on a wide range of tasks to create an enabling environment for the service desk; Focuses on result for the client and responds positively to feedback.

Technical Skills:

Knowledge of Oracle PeopleSoft HCM, Portal and Finance, Oracle CRM and Content Management Systems (specifically AEM/CQ5) a plus.

Knowledge Management and Learning:

Willingly shares knowledge and experience and makes contributions to MSC initiatives; Actively develops deep understanding and experience in one or more PeopleSoft modules, UNDP POPP, other UNDP resources and tools.

Required Skills and Experience

Education:

Must have completed a 4-year college degree or Technical Trade diploma.

Work experience:

Minimum of two years experience in client/user support, Content Management System support, specifically CQ5, and ERP (Atlas) system is required.
Knowledge of web development and understanding of UNDP policies and procedures is an asset.

Language requirements

Proficiency in written and spoken English is required.
Good working knowledge of another official UN language is an asset.

Institutional Arrangement:

The consultant will report to, seek approval/acceptance of outputs from the team leader (UNDP).
The contractor is expected to have her/his own office space, laptop and access to internet during the assignment (the cost of this facilities should be included in the financial proposals, if required).
The incumbent must be willing to work off New York office hours as required.

Application Procedure:

Qualified and interested candidates are hereby requested to apply. The application package should contain the following (to be scanned and uploaded as one file):

Online application with brief description of why the Offeror considers her/himself the most suitable for the assignment; and
Personal CV or P11, indicating all past experience from similar projects, as well as the email and telephone contacts of at least three (3) professional references.

Shortlisted candidates (Only) will be requested to submit a Financial Proposal.

Financial proposals must be all inclusive and must be expressed on the basis of a monthly fee in USD. The term ‘all inclusive” implies that all costs (professional fees, communications, utilities, consumables, insurance, etc.) that could possibly be incurred by the Contractor are already factored into the final amounts submitted in the proposal.
In the case of unforeseeable travel requested by UNDP, payment of travel costs including tickets, lodging and terminal expenses should be agreed upon, between UNDP and Individual Consultant, prior to travel and will be reimbursed.
The Financial Proposal is to be emailed to cpu.bids@undp.org upon receipt of the request from UNDP.

Evaluation:

Applicants are shortlisted based on Required Skills and Experience stated in the TOR. UNDP may choose to interview shortlisted candidates. Please note that only shortlisted candidates will be contacted. After which the applicants will be evaluated based on cumulative scoring. When using this weighted scoring method, the award of the contract will be made to the individual consultant whose offer has been evaluated and determined as:

Being responsive/compliant/acceptable;
Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation;
Technical criteria weight/Interview Score (70%);
Financial criteria weight/Financial Proposal (30%).

Only candidates obtaining a minimum of 70% (490 points) of the maximum obtainable points for the technical criteria (700 points) shall be considered for the financial evaluation.

Technical evaluation - Total 70% (700 points):

Experience in user/client support: Weight = 40%; Maximum Point: 400
Knowledge of PeopleSoft, CRM and Content Management System (iHelp and Sharepoint): Weight: 40%; Maximum Point: 400
Knowledge/Time Management: Weight: 20%; Maximum Point: 200

Financial evaluation - Total 30% (300 points)

Payment Modalities:

The consultant is expected to work off New York working hours.
Payment to the Individual Contractor will be made based on the agreed monthly rate and released upon submission of a certificate of payment request, indicating outputs achieved and days worked to be verified and cleared for payment by the supervisor.
The work week will be based on 40 hours, i.e. on 8 hour working day, with core hours being between 9h00 and 18h00 daily.

Annexes:

Annex 1: UNDP P-11 Form for ICs;
Annex 2: IC Contract Template; and
Annex 3: IC General Terms and Conditions.

These templates and forms can be found on the procurement notice at the following link: http://procurement-notices.undp.org/view_notice.cfm?notice_id=21295

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Any request for clarification must be sent by email to cpu.bids@undp.org
The UNDP Central Procurement Unit will respond by email and will send written copies of the response, including an explanation of the query without identifying the source of inquiry, to all applicants.