Home Based Clerk, Capacity Development Vacancy for UN Volunteers for November 2024. Apply Today!
Home Based Clerk, Capacity Development Vacancy for UN Volunteers for November 2024. Apply Today!
- Position(s): Clerk, Capacity Development for UN Volunteers
- Organization: UNDP
- Location: Bonn, Germany
- Job Identification number: 21749
- Deadline: Nov 13, 2024
About UN Volunteers
Home Based Clerk, Capacity Development Vacancy for UN Volunteers. The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. UNV works with partners to integrate qualified, highly motivated and wellsupported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is active in around 130 countries every year. With field presences in over 60 countries, UNV is represented worldwide. UNV is administered by the United Nations Development Programme (UNDP).
The Human Resources Section supports UNV in achieving its mandate, business plan and staff performance objectives by partnering with senior and line management to meet UNV’s strategic HR requirements, and by designing/implementing services and initiatives to attract, develop, motivate, and retain staff and personnel with the best talents to match UNV’s needs. The Human Resources Section operates within the framework of UNDP’s human resources policies and systems.
The Capacity Development team, as part of the Human Resources Section (HRS), leads the design and delivery of all learning activities for UN Volunteers serving with UN agencies globally.
UNV provides serving UN Volunteers and staff with access to learning programmes and services which include but are not limited to learning platforms (UNV e-Campus), onboarding portal, UN mandatory courses (online) and UNV e-courses, LinkedIn Learning, Rosetta Stone, Coursera, UNITAR online courses and individual coaching. Workshops and onsite learning programmes on the ground are regularly offered to specific target audiences at the local and regional levels. Depending on business priorities learning programmes focused on strategic initiatives are delivered as well.
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Scope of work
Respond to SalesForce queries from UN Volunteers on accessing learning programmes, platform usage, troubleshooting, and best practices to ensure efficient and effective support.
- Escalate and follow up on complex and technical helpdesk queries from UN Volunteers with relevant focal persons and service providers to ensure timely and accurate resolution.
- Enroll UN Volunteers on external platforms and coordinate with platform providers to resolve related issues.
- Prepare standard template responses and FAQs on Level 0 helpdesk queries to support implementation of a chatbot and transfer knowledge to the UNV General Service Desk.
- Assist with data analysis and reporting on helpdesk queries and volunteer learning metrics to identify trends and areas for improvement.
Core Competences
- Achieve Results
- Think Innovatively
- Learn Continuously
- Adapt with Agility
- Act with Determination
- Engage and Partner
- Enable Diversity and Inclusion
Requirements
Education:
- Completed secondary education
Experience:
- A minimum of three (3) years (with high school diploma) of relevant work experience in service desk delivery or similar or no experience (with bachelor’s degree)
- Experience in the use of computers and artificial intelligence tools
- Experience in using SalesForce Service Desk
- Experience in case resolution is highly desirable.
- Experience working in the United Nations or an international development organization is an asset.
- Problem solving and collaboration
- Fluency in English
- Working Knowledge of another UN language is desirable
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Disclaimer
- Only short-listed applicants will be contacted.
- All posts in the NPSA categories are subject to local recruitment
- Only European citizens or other legal authorised to work in Bonn, Germany are eligible to apply
Application Link
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