PURPOSE OF THE POSITION:
Under the general supervision of the UNICEF Global Help Desk manager the incumbent will provide technical documentation development and revision services to the Global help Desk team related to the shift of the Global Help Desk to the Global Shared Services Centre. The incumbent will work closely with the Global Help desk manager and the GSSC training manager to ensure that key deliverables are provided on time and as per required standards.
The incumbent shall support the Global Help Desk manager in carrying out technical documentation activities, achieving required deliverables, and milestones, and provide other services as and when necessary.
MAJOR DUTIES AND RESPONSIBILITIES:
· Support the Global Help Desk training initiative in materials design, development and revision.
· Meet with stakeholders, interview subject matter experts, summarize GHD documentation and training needs.
- Further develop the help desk documentation so that it is fit for use and fit for purpose as a standard training material for Global Help Desk
- Other tasks as required
WORK EXPERIENCE:
· Experience in designing and developing help desk documentation to support instructor led training as well as for self-study.
· Experience working with IT subject matter experts to obtain needed information for developing documents.
· Strong analytical skills. Excellent organizational, co-ordination and time management skills in meeting deadlines. Excellent written communication skills
· Previous UNICEF technical writing experience a strong asset.
- Fluency in English both in spoken and written.
- General knowledge of IT industry and trends
- General knowledge of UNICEF process
- General knowledge of the role and functions of the Global HelpDesk in UNICEF
- General knowledge of ICT customer support
- General knowledge of ITIL
How to apply:
Interested applicants are requested to submit their applications along with a cover letter and C.V. to isspost@unicef.org no later than 4 November 2015. Only short listed candidates will be contacted. Either an Individual or an Institutional Contract could be the outcome of the solicitation process depending on the legal status of the selected vendor (Individual Contractor/Consultant for individuals in personal capacity or Institutional/Corporate Contracts for self-incorporated entities and companies).
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.
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