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 the Office of Information Systems Technology (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 the Office of Information and Systems Technology (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, the Management Support Center (MSC) is seeking to retain the services of a service desk associate for an initial period of six months. The successful candidate will join the unit in processing emails, basic troubleshooting, providing resolutions to common issues and building a database of solutions.
The incumbent must be willing to travel and work off New York office hours.

Duties and Responsibilities

Under the direct supervision of the Manager of the Management Support Center (MSC) within the Office of Information and System Technology (OIST) the incumbent will be responsible for, but not limited to, the following duties:

User Support (75%):
  • Support helpdesk activities by monitoring emails sent to ihelp@undp.org primarily and ps.support@undp.org, secondarily;
  • Support helpdesk activities by recording and tracking helpdesk cases in CRM.
Knowledge Management (25%):

  • Build a solution database for internal helpdesk use.

It is expected that the consultant will substantially contribute to producing, among others, the following outputs:
  • Build a solution database for internal helpdesk use;
  • Daily user trends and issues related to iHelp activities; 
  • Monthly incident tracking reports;
  • Information materials for the MSC Site FAQs through Atlas and iHelp solutions available in CRM and ihelp@undp.org
The incumbent is expected to deliver 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.

Scope of Price Proposal and Schedule of Payments:
  • Financial Proposals must be submitted by email to cpu.bids@undp.org
  • Financial proposals must be all inclusive and must be expressed on the basis of a monthly fee in USD;
  • The consultant is expected to work off New York working hours;
  • Payments will be made based on the agreed upon 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

Criteria for Selection of Best Offer:

  • The selection will be based on a combined Scoring method – where the qualifications will be weighted 70% and combined with the price offer which will be weighted 30%;
  • The 70% rating will be based on how well the applicant meets the minimum qualifications/competencies described above.

Competencies

Functional 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:
  • Excellent communication and computer skills; knowledge of Oracle PeopleSoft, CRM or Content Management Systems 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.
Work experience:
  •  At least two years of experience in client/user support.
Language requirements:
  • Proficiency in English;
  • Good working knowledge of another official UN language is an asset.
 Note:
 
Applicants should submit the following documents on the job shop by the deadline to be considered for this consultancy:
  • Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP;
  • Personal History Form (P11), indicating all past experience from similar projects, as well as the contact details.
  •  (email and telephone number) of the Candidate and at least three (3) professional references.
Interested bidders are requested to submit their application using the follow link
http://procurement-notices.undp.org/view_notice.cfm?notice_id=12784