CONSULTANCY - TERMS OF REFERENCE
UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions.
Consultant – Service Desk IT Support for Conferences Agent, (Local)
BACKGROUND
UNRWA has signed a Memorandum of Understanding (MoU) with United Nations International Computing Center (UNICC) that aims to enhance livelihood and human development opportunities to Palestine refugees in Gaza and all fields. By this new collaboration, UNRWA becomes a provider of Information Management, Technology services and capacity augmentation to UNICC technical team, on a cost recovery basis through IMTD/IT Service Center (ITSC) in HQ-Gaza.
United Nations International Computing Center (UNICC) is a UN agency that provides IT services to other UN agencies on a cost recovery basis.
UNRWA Information Management and Technology Department (IMTD) is seeking a Service Desk IT Support for Conferences Agent who will enhance the team's capacity to support operations in providing Remote Simultaneous Interpretation (RSI) IT support services to its customers by following IT frameworks and standards (ITIL operations and transition, ISO 27001 security).
The RSI Support Team is responsible for supporting remote events in conjunction with our Interpretation and Professional Services support teams.
Our support covers two main areas: project assistance and event support. This includes technical support prior to an event, remote monitoring during an event, remote support to participants ensuring that necessary equipment is configured to meet requirements, hardware support and liaison with RSI vendors technical teams as needed.
The consultant will report administratively to Head Information Technology Service Centre in Headquarter Gaza and technically to United Nations International Computing Center (UNICC).
DESCRIPTION OF DUTIES AND RESPONSIBILITIES (part or all the following)
· Provide support for virtual online conferences/webinars
· Collaborate with the other UNICC departments to uncover needs for upcoming events or conferences.
· Collaborate with UNICC learning section to assist in the technical training related to RSI applications to participants.
· Assist with assisting and guiding participants in IT related best practices.
· Provide informative material to participants in the required languages (pdfs and how-to videos if possible)
· Configure the virtual room based on the needs of each meeting.
· Support remote conferences and assist the presenters and attendees during the event.
· Provided high-quality customer support to high-level dignitaries.
· Support audio and video setup, during the remote events.
· Perform the role of remote moderator if required.
· Maintain and troubleshoot virtual conference rooms to ensure good performance and operability.
· Follow up with conference organizers to ensure meetings run smoothly.
· Creatively solve and meet the growing needs of the conferences and events.
· Respond to email and telephone support requests.
· Provide software support and troubleshoot on Microsoft Windows/ Mac operating systems.
· Maintain records of support provided.
- Performing other duties as required.
MINIMUM QUALIFICATIONS AND EXPERIENCE
• A university degree from an accredited educational institution in Computer Science, Information Technology, Engineering, Languages, or related discipline.
• A minimum of 4 years of experience providing direct support for conferences, supporting customers.
• Fluency in spoken and written English.
COMPETENCIES
• Excellent English written and verbal communication skills, interpersonal and collaborative skills.
• High degree of initiative, dependability, and ability to work with minimal supervision.
• High level of personal integrity, as well as the ability to professionally handle confidential matters, and show an appropriate level of judgment and maturity.
• Ability to deliver quality results.
• Excellent writing and presentation skills
• Strong analytical and problem-solving skills.
• Excellent telephone manners, interpersonal skills.
DESIRABLE QUALIFICATIONS:
- Knowledge of another UN official language (Arabic, Chinese, French, Russian and Spanish.)
- Knowledge of the following IT areas: Microsoft Windows and MAC Operating systems, Microsoft Teams, Zoom
- Knowledge of remote interpretation platforms (Kudo, Interprefy, etc.)
CONDITIONS OF SERVICE
• The duration of the consultancy is 6 to 11 months, extendable according to performance and availability of funds.
• Service Desk IT customer support for conferences is required to work on a rotation basis, to cover the 24/7 operations, including nights and weekends based on an eight-hour shift during weekdays and a 12-hour shift during weekends.
• Remuneration for this consultancy will be around $1,500 - monthly salary and will depend on the qualifications and relevant experience.
• The incumbent can be in any of UNRWA fields of operations (Gaza, Jordan, Lebanon, Syria, or West Bank).
APPLICATION PROCESS
Applicants should submit a cover letter and CV or UN Personal History Form demonstrating clearly the knowledge and experience required to meet the consultancy requirements via consultancy@unrwa.org indicating the title of this consultancy “**Service Desk IT Support for Conferences Agent**” in the subject line and field/country of applicant of the message. The deadline for the submission of applications is 1 July 2021.**
UNRWA encourages applications from qualified women. Only those applicants shortlisted for interview will be contacted. UNRWA is a non-smoking environment.
26 June 2021
How to apply:
APPLICATION PROCESS
Applicants should submit a cover letter and CV or UN Personal History Form demonstrating clearly the knowledge and experience required to meet the consultancy requirements via consultancy@unrwa.org indicating the title of this consultancy “**Service Desk IT Support for Conferences Agent**” in the subject line and field/country of applicant of the message. The deadline for the submission of applications is 1 July 2021.**