Help Desk jobs
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United Nations Development Programme
Yemen - sanaa
<h2 class="h5">Job description</h2>
<div class="t-break" data-jb-field="description">
<p><strong>Background</strong></p><br><p>The United Nations Office for the Coordination of Humanitarian Affairs (OCHA) in Yemen provides comprehensive and timely information on humanitarian issues and relief efforts of UN agencies, NGOs and international institutions operating throughout the Republic of Yemen. The OCHA Information Management Unit (IMU)is an integral part of the OCHA office and provides services both internally and externally and supports the work of the Humanitarian Country Team (HCT), the Inter-Cluster Coordination Mechanism (ICCM) national authorities and other humanitarian partners including NGOs in Yemen.</p><br><p>Information and Communication Technology Associate G6 will be based in Aden. S/he will be a member of the OCHA Yemen Office with a key role in supporting OCHA different units.</p><br><p>Under the direct supervision of the ICT Analyst with overall direction of the Head of the Administration Unit and working as an integral part of the organization’s team, the incumbent will be ensuring maximum professionalism and adding capacity in supporting the mandate of OCHA.</p><br><p>OCHA Yemen strives to foster a diverse and inclusive work environment. Female candidates are strongly encouraged to apply for this position.</p><br><p><strong>Position Purpose</strong></p><br><p>Information and Communication Technology Associate is to provide end-user ICT support and support to all kinds of Technology for OCHA Yemen offices in a professional manner, ensuring the smooth operation of the ICT resources for OCHA secured network and communication infrastructure.</p><br><p><strong>Key Duties and Responsibilities</strong></p><br><p><strong>ICT Support, physically and remotely, for OCHA offices in Yemen</strong></p><br><ul> <li>Ensure that all ICT related equipment are maintained and functioning properly.</li> <li>Manage and coordinate Help Desk activities to provide a reliable and systematic IT service delivery to OCHA Yemen. Maintaining a client-oriented approach that ensures the Help Desk provides high quality of service.</li> <li>Effective functioning (installation, operation, and maintenance) of all OCHA Yemen hardware equipment and acquisition of hardware supplies.</li> <li>Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.</li></ul><p><strong>Telecommunication, storage and security ICT related tasks</strong></p><br><ul> <li>Compliance with corporate information management and technology standards, guidelines, and procedures for the OCHA Yemen technology environment.</li> <li>Ensure that all staff can use MS Teams for their communications and one-one meetings.</li> <li>Installation of commercial and in-house developed software and related upgrades on a timely basis.</li> <li>Ensure that all OCHA laptops/servers are secured with a corporate Symantec Cloud base antivirus system.</li> <li>Ensure that OCHA Yemen team site and OneDrive are functioning and configure for all staff.</li> <li>Maintain the VTC connections for all meetings.</li></ul><p><strong>ICT Administration for the OCHA Yemen</strong></p><br><ul> <li>Maintaining the stock of ICT supplies and spare parts in cooperation with the Administration and Procurement Teams.</li> <li>Provide the necessary advice and assistance in procurement of equipment, provision of technical specifications, review of bids, inventory of assets, maintenance of reference libraries, etc.</li> <li>Participate in development and implementation of ICT annual plan and Standard Operating Procedures for ICT services.</li> <li>Prepare mobile phone and telephone monthly summary, communicate with staff to refund personal use, and prepare monthly personal bills deduction sheet.</li> <li>Assist in ICT asset management process (physical verification, serialization and disposal)</li> <li>Monitor the communication subscriptions and liaise with Admin team to ensure all services are functioning.</li> <li>Perform any other administrative duties requested by immediate supervisor and the Head of Unit.</li></ul><p>The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.</p><br><p>Supervisory/Managerial Responsibilities: None</p><br><p><strong>Competencies</strong></p><br><p><strong>Core Competencies</strong></p><br><ul> <li>Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline</li> <li>Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements</li> <li>Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback</li> <li>Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible</li> <li>Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident</li> <li>Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships</li> <li>Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination</li></ul><p><strong>Cross-Functional & Technical Competencies</strong></p><br><ul> <li><strong>Business Direction & Strategy — Systems Thinking:</strong> -Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.</li> <li><strong>Business Development — Knowledge Generation:</strong> Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.</li> <li><strong>Business Management — Communication:</strong> Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate channels.</li> <li><strong>Business Management — Customer Satisfaction/Client Management:</strong> -Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.</li> <li><strong>Audit & Investigation - Audit — Information technology and information security risks concepts, techniques, and tools:</strong> -Ability to understand key application and system software, IT infrastructure and IT control frameworks. In the case of Investigators, this extend to using Investigative software.</li> <li><strong>Information Management & Technology — IT Security Management:</strong> -Knowledge of Cyber Security technologies, processes, techniques and tools. Apply practical innovations to solve cybersecurity problems. Capability to keep UNDP systems and data safe. Knowledge of ISO 27001 principles. CSSIP, CSIM, CISA or equivalent certification desirable.</li> <li><strong>Information Management & Technology — Network, Communication and Infrastructure Management:</strong> -Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.</li></ul><p><strong>Education:</strong></p><br><ul> <li>Secondary education is required or</li> <li>A University Degree (Bachelor’s degree) in computer science, or other related fields would be given due consideration, but it is not a requirement</li></ul><p><strong>Experience:</strong></p><br><ul> <li>Minimum 6 years (with secondary education) or 3 years experience (with a bachelor’s degree) of relevant experience in the field of Information and communication technology, computer science any related fields is required.</li> <li>Working experience in MS SharePoint, MS Teams, Webex, and OneDrive is desirable.</li> <li>Relevant experience in working with an operational UN agency is desirable.</li> <li>Working experience in Networking (Cisco switches, Sophos firewall and MikroTik routers) is desirable.</li> <li>Working knowledge of the UN standards related to Information Technology system and procedures is desirable.</li></ul><p><strong>Language:</strong></p><br><ul> <li>Fluency in written and spoken English and Arabic is required.</li></ul><p><strong>Applicant information about rosters</strong></p><br><p>UNOCHA reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNOCHA at the same grade level and with similar job descriptions, experience, and educational requirements.</p><br><p><strong>Non-discrimination</strong></p><br><p>UNOCHA has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.</p><br><p>UNOCHA is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin, or other status.</p><br><p><strong>Use of AI by candidates</strong></p><br><p>Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection</p><br><p><strong>Scam alert</strong></p><br><p>UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.</p><br><br> </div>
United Nations Development Programme
Yemen - sanaa
<h2 class="h5">Job description</h2>
<div class="t-break" data-jb-field="description">
<p><b>Tiered Approach</b></p><br> <p>In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:</p><br> <ul> <li><b>Tier 0</b>: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.</li> <li><b>Tier 1</b>: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments</li> <li><b>Tier 2</b>: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers</li> <li><b>Tier 3 or no tier indicated</b>: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates</li> </ul> <p>Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.</p><br> <p><b>Background</b></p><br> <b>I.Position Information</b> <br> <p>Job Title: Travel Associate Department: UNDP Yemen</p><br> <p>Reports to: TeamLeader – Service</p><br> <p>Center</p><br> <p>Grade Level: G6 Bureau: RBAS Direct Reports: Travel Assistant </p><br> <p>Position Number: 00133184</p><br> <p>Position designation:</p><br> <p>with no mobility requirement</p><br> <p>Duty Station: Aden, Yemen </p><br> <br> <p>Career Track: General Services </p><br> <p>Career Stream: Corporate Operations – General Administration </p><br> <p>Contract Modality: FTALocal</p><br> <p>Contract Duration: <u>1 year extendable </u></p><br> <br> <br> <b>II.Background and Organizational Context</b> <br> <p> UNDP’s mission as part of the UN system is to achieve sustainable development and fight poverty wherever it is </p><br> <p>greatest. This requires the very best of us, world-class collaboration, innovative thinking, resilient-based strategies, </p><br> <p>and continuous learning. UNDP’s competitive advantage as a development partner of choice comes from having the </p><br> <p>trust of developing countries, owing to our impartial character, transparency, and longstanding presence and </p><br> <p>commitment to the poorest and most vulnerable. We offer opportunities to make a lasting difference to the more than </p><br> <p>170 countries where we commit our support and expertise. </p><br> <p>With a focus at the community-level, and working with key implementing partners, UNDP in Yemen aims to</p><br> <p>restore livelihoods – as well as social cohesion and security – to create the necessary conditions for resilience </p><br> <p>and a post-conflict Yemen. Our current priorities are: (a) supporting a peaceful solution and transition; (b) </p><br> <p>economic recovery and livelihood; (c) restoring key basic services; and, (e) empowering vulnerable group</p><br> <br> <b>III.Position Purpose</b> <br> <p>The Travel Associate is responsible for arranging the travel services in CO (Country Office) ensuring high-quality travel services at the optimum cost. The Travel Associate interprets rules and regulations regarding travel entitlementsand travel procedures and provides solutions to a widespectrum of complex issues related to travel. S/he closely monitors travel expenditures and internal cost and ensures their timely and accurate billing, settlement, and cost recovery as appropriate.</p><br> <p>The Travel Associate promotes a collaborative, client-focused, quality and results-oriented approach in the delivery of travel services and collaborates with other travel support staff, Management Support and Business Development, Programme and Operations teams in the CO and Travel Unit in HQ, UNHAS and Travel Services Providers to ensure consistent service delivery.</p><br> <p>The Travel Associate directly reports to the Deputy Team Leader – Service Center, and under the overall supervision of the Deputy Resident Representative – Operations.</p><br> <p>UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.</p><br> <br> <b>IV. Key Duties and Accountabilities</b> <br> <b>1.) Ensurefull compliance with UN/UNDP rules and regulations, policies, and strategies on travel management</b> <br> <ul> <li>Adhere to UNDP travelrules and procedures on issuing tickets to staff members.</li> <li>Check the Travel requests against the Travel rules and regulations and process the TR, TC, in accordance with the justified entitlements.</li> <li>Checks the F10 Claims, DSA calculations foraccuracy against the applicable DSA for concerned locations, necessary deductions before issuing TR/TC.</li> <li>Reconciles the ticket cost to be paid to United Nations Humanitarian Air Service</li> <li>(UNHAS) or Travel Agents based on the supporting document and applying the cancellation policy.</li> <li>Process travelauthorization and travelclaims in line with travelentitlements for staff,consultants, UN missions and visitors and ensure that the travel arrangement follows the UNDP rules and regulations.</li> <li>Arrange and make hotel reservations for new staff, visiting UN/UNDP officials, consultants, advisors and trainers.</li> <li>Perform any other travelduties as requested by DTL or Senior Management.</li> <li>Provide travelling staff with travel-related information, entitlements and travelliterary.</li> </ul> <br> <p>2.) <b>Provide efficient Travel and Ticketing Services, including cost saving measures through negotiation with Travel services providers.</b></p><br> <br> <ul> <li>Liaise withthe Travelers and ask for all the supporting document required for the official business Travel (such as Meeting, Seminar, Training); Entitlement Travel (such as RnR, Home Leave, Family Visit etc); Medical Evacuation Travel in advance;</li> <li>Liaise with UNHAS, Local Travel Agents, or authorized Travel Agents from Headquarters colleagues and issue the tickets well advance of the travel dates of the travelers. Ask all the travel service providers (except UNHAS) to provide the most direct and economic route unless otherwise Business Travel is eligible.</li> <li>Submit UNHAS booking request through WFP Hub. Prepare APL most accurately and submit them well within the time so that there are no disruptions in the planned travel of any client.</li> <li>Deliver the issued ticket to the concerned traveler and brief them of the travel procedures or restrictions imposed along the travel routes in accordance with the circulars and memes issued by UN/UNDP, UNHAS or Government Authorities.</li> <li>Keep the travelers well-informed of any changes to their travel itineraries or changes in the UNHAS flight schedule as soon as possible.</li> <li>Negotiate the travel routes,ticket prices with travel services providers as appropriate.</li> </ul> <br> <p>3.) <b>Ensure TimelyPayment of the Travel Entitlements to the Staff,Consultants and Delegates in Mission</b></p><br> <br> <ul> <li>Issue theTR prior to the traveland issue theUNALL upon completion of travel and submission of the supporting document. Timely follow up with travelers for providing the supporting documents.</li> <li>Issue Advance payment request to Finance forOfficial Business Travel where there is a request and inform the traveler.</li> <li>Make follow up with Finance Unit if there are delays in the payment of entitlement. Support the Finance staff in trouble-shooting the Quantum invoices and PO glitch to the extent possible.</li> <li>Make a periodic review of the pending travel entitlements, if any, every week and process them for payment.</li> </ul> <br> <p>4.) <b>Makes the timely Payment to UNHAS and Travel Agents, including Vendors of the TravelServices</b></p><br> <br> <ul> <li>Follow up the monthly cost of UNHAS Tickets, or Cost of tickets issuedthrough the Travel Agents and reconcile them against the TRs.</li> <li>Compile the invoices and issue thePurchase Order forthe payment of costof tickets issuedby UNHAS and Travel Agency.</li> <li>Make follow up with Finance Unit for the timely releaseof the payments of the travelservice providers</li> <li>Makes Reconciliation of Travel Agentsand UNHAS payments with Finance Unit</li> </ul> <br> <p>5.) <b>Facilitation of knowledge building and knowledge sharing</b></p><br> <br> <ul> <li>Participation in the training for the operations/projects staffon administration.</li> <li>Knowledge building and sharing andsound contributions to UNDP knowledge networks and communities of practice.</li> </ul> <br> The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization. <br> <b>Supervisory/Managerial Responsibilities</b>: <br> <b>V. Requirements:</b> <br> <i><b>Education</b></i> <br> <p>Secondary education is required. Or </p><br> <p><i>A</i> University degree (bachelor’s degree) in Public Administration, Management, Business Administration or related field will be given due consideration, but it is not a requirement. </p><br> <br> <p><i><b>Experience, Knowledge, and Skills</b></i></p><br> <br> <ul> <li>Minimum of 6 years (with secondary education) or 3 years (with bachelor ‘degree) of relevant experience in travel services, administrative services or finance is required. </li> <li>Experience in administration and travel systems and applications is desired.</li> <li>Proven experience and professional knowledge of IATA will be an advantage.</li> <li>Experience in the usageof computers and office software packages (MS Word,Excel, etc.) and experience in handling web-based management systems is desired.</li> <li>Experience of using PeopleSoft, web-based application will be an added advantage</li> <li>Fluency in both writtenand spoken Englishand Arabic is required.</li> </ul> <br> <i><b>Expected Demonstration of Competencies</b></i> <br> <i><b>Core</b></i> <br> <b>Achieve Results:</b> LEVEL 2: Scaleup solutions and simplifies processes, balances speed and accuracy in doing work <br> <b>Think Innovatively:</b> LEVEL 2: Offernew ideas/open to new approaches, demonstrate systemic/integrated thinking <br> <b>Learn Continuously</b> LEVEL 2: Go outside comfort zone, learnfrom others, andsupport their learning <br> <b>Adapt with Agility</b> LEVEL 2: Adapt processes/approaches to new situations, involve others in change process <br> <b>Act withDetermination</b> LEVEL 2: Able to persevere and deal withmultiple sources of pressure simultaneously <br> <b>Engage and Partner</b> LEVEL 2: Is facilitator/integrator, bringpeople together, build/maintain coalitions/partnerships <br> <b>Enable Diversity and Inclusion</b> LEVEL 2: Facilitate conversations to bridge differences, considers in decision making <br> <p><i><b>People Management</b></i></p><br> <p><i><b>UNDP People Management Competencies can be found in the dedicated </b></i><i><b>site</b></i><i><b>.</b></i></p><br> <p><i><b>Cross-Functional & Technical competencies (insert up to 7 competencies)</b></i></p><br> <br> <i><b>Thematic Area</b></i> <i><b>Name</b></i> <i><b>Definition</b></i> <br> <i><b>Administration & Operations</b></i> ERP travel and expense module <ul> <li>Knowledge of the ERP Travel and Expense Module, ability to provide help desk support to UNDP and other UN agencies.</li> </ul> <br> <i><b>Administration & Operations</b></i> Travel contract Management <ul> <li> <p>Knowledge of policy and procedures related to contract management, incl. oversight of the Long-Term Agreement (LTA) with the Travel Management Services (TMS) provider; UN airline agreement management covering all major and rail providers;</p><br> <p>ability to negotiate airline</p><br> <p>discounts </p><br></li> </ul> <br> <i><b>Administration & Operations</b></i> Travel policy and procedures <ul> <li> <p>Knowledge of travel policy and procedures, ability to interpret travel policy, the staff rules, administrative circulars</p><br> <p>and financial regulations and rules on travel-related matters.</p><br></li> </ul> <br> <i><b>Administration & Operations</b></i> UN traveldocuments <ul> <li>Knowledge of regulatory frameworks and processed related to UN travel documents.</li> </ul> <br> <i><b>Business Direction and Strategy </b></i> Effective Decision Making <ul> <li>Take decisions in a timely and efficient manner in line with one's authority, area of expertise and resources and take into consideration potential wider implications.</li> </ul> <br> <i><b>Business Management</b></i> Communication <ul> <li> <p>Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications</p><br> <p>internally and externally, through media, social media and other appropriate channels.</p><br></li> </ul> <br> <i><b>Business Management</b></i> Customer Satisfaction/Client Management <ul> <li> <p>Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.</p><br> <p>Provide inputs to the development of customer service strategy.</p><br> <p>Ability to anticipate client's upcoming needs and concerns</p><br></li> </ul> <br> <i><b>Business Direction & Strategy</b></i> <p>Effective Decision Making</p><br> <ul> <li>Ability to take decisions in a timelyand efficient mannerin line with one’s authority, area of expertise and resources</li> </ul> <br> <b>VI. Keywords</b> <br> <p>ERP, Accounting and Reporting.</p><br> <br> <p><b>Equal opportunity</b></p><br> <p>As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. </p><br> <p>UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.</p><br> <p><b>Sexual harassment, exploitation, and abuse of authority</b></p><br> <p>UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. </p><br> <p><b>Probation</b></p><br> <p>For all new UNDP fixed term appointments (FTA), including for staff members being transferred or seconded to UNDP under the Inter-Organization Agreement concerning Transfer, Secondment or Loan of Staff, on an appointment of more than one year, continuation of the appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.</p><br> <p><b>Right to select multiple candidates</b></p><br> <p>UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.</p><br> <p><b>Use of AI by candidates</b></p><br> <p>Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection</p><br> <p><b>Scam alert</b></p><br> <p>UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.</p><br> <p><b>Data Privacy</b></p><br> <p>Please click here to view UNDP Data Privacy Statement</p><br><br> #LI-DNI<br><br> </div>