Instructions to Applicants: Click on the "Apply now" button. Input your information in the appropriate Sections: personal information, language proficiency, education, resume and motivation. Upon completion of the first page, please hit "submit application" tab at the end of the page. Please ensure that CV or P11 and the Cover letter are combined in one file.

The following documents shall be required from the applicants:

Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.

A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.

Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.


Office/Unit/Project Description 


UNDP, the global development network for the United Nations system, is on the ground in 177 countries and is uniquely equipped to help developing countries build the requisite policies, capacity, and supportive environment that are needed to accelerate and sustain human development.   UNDP is an operational backbone to the UN system: providing human resources, payroll, financial transactions, common premises, treasury investments, procurement, legal services to UN agencies. UNDP provides IT support for 13 UN entities with 40,000 United Nations and external users of the UNDP’s ERP system, as well as information and communication technology (ICT) and application solutions for the United Nations field presence. To support the UNDP Digital Strategy 2020-2023 and enable the digital transformation of the organization, the Information and Technology Management (ITM) Office is tasked with developing and operating the enabling corporate technology platforms and providing related services that power the digital transformation including: (1) advice, administration and acceleration services to promote delivery of maximum business value of each platform; (2) a global service desk operation; (3) and outreach services to promote knowledge sharing and effective, agile planning and governance of technology development and utilization.


Within the Information and Technology Management (ITM) Office is the Global Support and Capacity Building that has the basic mandate of providing a single point of contact to manage client support, service requests and incidents related to the organization’s corporate applications including Enterprise Resource Planning systems, Content Management systems, Microsoft collaboration tools among others. The unit is currently operating on a follow-the-sun method providing support to UNDP country offices in the Asia Pacific, Europe, the Middle East, Africa, North and South America time zones. In addition, it provides extended support to various units within the Information and Technology Management (ITM) Office; and, to various offices and work streams within the Bureau of Management Services (BMS) and UNDP partners across the globe.


To meet increasing end-user requirements, the Global Support and Capacity Building team is seeking to retain the services of a Global Service Desk Agent with a focus on supporting end-users in HQ NY location as well as Global Customer support, for an initial period of one year. The successful candidate will join the unit in supporting the global user community as well as identifying evolving user support needs for the corporate applications and tools identified above. The incumbents will also work closely with UNDP Business streams and various units in support of the applications/tools and functions, as well as user education and adaption.


The Global Service Desk Agent is expected to make informed decisions on specific-trouble-shooting details following careful analysis of cases using our official ticketing system and ensure timely coordination with other members of the team, as well as with partners should a business decision is required. As member of the Global Support and Capacity Support team, the incumbent is responsible for providing logical recommendations based on standard operating procedures (SOP), UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions.

Institutional Arrangement


The Global Service Desk Agent will report to the Customer Management Center Lead in Panama


Duties and Responsibilities

Scope of Work


Provide reliable incident identification and resolution support:

  • To provide Tier-1 support including incident identification and resolution
  • To escalate and to follow-up issues to different support teams if needed.
  • To liaise with the Business focal points on process and system updates and/or changes
  • To track user trends and issues and escalate these to appropriate teams including United Nations International Computing Center (UNICC) and Production Support team.


Assist in system enhancements and end-user trainings:

  • To assist in the testing of new UNDP platforms and system enhancements, corporate applications including collaboration tools providing feedback to developers, track leaders and business focal points.
  • To assist in developing training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required.


Provide support for corporate assistance and improvements:

  • To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity.
  • To provide quality information or solutions for the unit’s FAQ site as part of the unit’s e-support strategies.
  • To perform other helpdesk duties and responsibilities as required by the Chief of Global Support and Capacity Services.          







Achieve Results:

LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively:

LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously:

LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility:

LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination:

LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner:

LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion:

LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination


Cross-Functional & Technical competencies (insert up to 7 competencies)

Thematic Area



Digital & Innovation

Digital learning & development

Knowledge of digital learning methods and ability to design and develop digital learning programmes.

Digital & Innovation

User-centred design, user research, user testing

Knowledge of user-centred design methodologies and abilityto apply them practically

Information Management & Technology

IT Customer Support

Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management & Technology

User Experience and business analyst

Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow,, and Microsoft product an asset.


Required Skills and Experience

Minimum Qualifications of the Successful IPSA


Min. Education requirements

Bachelor’s degree in Computer Science, Engineering or related fields with two years of relevant experience or master’s degree in computer science, Engineering or related fields is required.

Min. years of relevant work experience

With Master degree six, (6) months of relevant experience in the following areas:

  • diagnose and resolve technical hardware and software issues;
  • research questions using available information resources;
  • advise user on appropriate action;
  • follow standard help desk procedures.

With bachelors degree, two years of relevant experience in the field above can be considered in lieu of master.

Required  skills

  • Hands on experience in problem identification and ensuring compliance with corporate information management and technology standards, guidelines and procedures is required
  • Good knowledge of O365 stack is required

Desired skills in addition to the competencies covered in the Competencies section

  • Excellent experience in Windows Operating System is an advantage;
  • Proficient in the use all Microsoft Office Suites for Windows will be an advantage;
  • Installation, configuration, and troubleshooting of personal computer hardware and software, including corporate standard desktop applications such as Microsoft Office will be an advantage
  • Knowledge of ServiceNow ITSM will be an advantage
  • Knowledge of Microsoft Intune will be an advantage
  • Knowledge of another UN language is an asset.

Required Language(s)

Fluency in written and spoken English is required;


Professional Certificates

ITIL4 Foundation certification is a plus and Certification in A+ or MCP is desirable