OBJECTIVES OF THE PROGRAMME

The World Health Organization's Academy (‘The Academy') is a new state-of-the-art learning institution that aims to revolutionize lifelong learning for health impact and reach million learners around the world. Based in Lyon, France, the Academy Campus will offer a wide range of learning modalities (on-line, face-to-face and blended); digital, in-person learning via the hub in Lyon or through the campus network, as well as portable learning laboratories designed for contexts where participants cannot travel or access the digital learning platform. The Academy is an integral part of the WHO under the management authority of the Director-General. The overall goal of the Academy is to advance the learning and human development component of WHO's General Programme of Work (GPW) and health sustainable development goals. More specifically the Academy will: enhance the competencies of millions of people through cutting-edge digital learning and hybrid learning, including leaders, practitioners, catalysts and lay people. The WHO Academy will deliver advanced digital and in-person learning to health policy practitioners, health workers and WHO workforce. The Academy is a global initiative combining the latest technologies in digital and remote learning with advancements in adult learning science to offer innovative, personalized and multilingual learning that meets priority needs.

DESCRIPTION OF DUTIES

• Provide IT support to users in the correct operation of their computer systems (laptops and desktops) telephony, printing and network connectivity in coordination with GSD and IMT to resolve general and user-specific IT issues.
• Provide support to the supervisor in managing service delivery for meetings and learning events with external service providers for the successful delivery of services and operations of AV equipment.
• Provide proximity support to end-users as requested by the central help desk when remote management techniques are not enough.
• Coordinate and prepare IT support needs, equipment, software installation and staff video conferencing needs of the duty station.
• Ensure that staff travelling with a WHO laptop can access the WHO resources. Set up personal computers and phones for new staff members; coordinate with GSD and IMT to set up accounts, mailboxes, phone extensions and application access.
• Deliver introduction sessions on how to use shared drives, printers, and other IT services. Provide briefings for new users and advise users about upgrades and new features.
• Provide second-level troubleshooting and resolving of hardware issues.
• Troubleshoot and resolve hardware and software support issues related to non-standard configurations, including visitor notebooks.
• Manage the equipment loan pool of the duty station (laptops, printers, power and telephone adapters, projectors, desktops, monitors). Maintain list of software licenses and expiry dates.
• Create and update user documentation and perform end user coaching and training as required.
• Advise units when equipment needs replacing and on the most appropriate hardware and software for their needs.
• Advise users in the procurement of hardware and software in the WHO catalogue and non-catalogue items.
• Organize the storeroom in efficient manner. Manage the IT equipment storage ensuring all IT equipment is correctly inventoried and assigned to owner units.
• Advise and assist in the disposal of old equipment in coordination with the central Asset Management unit.
• Help set up video conferences and resolve issues with VC sessions.
• Maintain data storage systems, including the transfer of data between different types of storage media, such as hard disks, etc.
• Coordinate with local service providers to resolve issues related to telephony, Internet and printing.
• Coordinate with contracted partners to resolve issues with personal computer hardware and replaces faulty parts.
• Coordinate with the local facilities provider to resolve issues with the server room and cabling.
• Operate and maintain supplies (consumables) for peripheral equipment (printers, etc.).
• Ensure that backup and security procedures are adhered to in daily computer operations.
• Perform other related duties as assigned.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school education or its equivalent.
Desirable: Higher education relevant to the position. IT Certifications in Microsoft Office/Windows XP Support/hardware or a related subject area.

Experience

Essential: At least 5 years of relevant experience in user IT support and training in a large networked PC-based environment.
Desirable: Experience in WHO computing environment, including WHO developed applications, and WHO rules and procedures.

Skills

• Knowledge of WHO HQ workstation operating systems and applications.
• Knowledge of various generations of Intel PC hardware.
• Familiarity with LAN technologies.
• Good familiarity with service desk systems, incident handling and escalation.
• Some knowledge of phone handling techniques.
• Good knowledge of Windows clients and Microsoft Office.
• Good knowledge of desktop and notebook technologies, and printers.
• Good knowledge of Windows servers and basic network technologies.
• Other required competencies include Producing Results and client orientation.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Producing results
Moving forward in a changing environment

Use of Language Skills

Essential: Expert knowledge of English. Expert knowledge of French.

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at EUR 45,202 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level.

• This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.

• Only candidates under serious consideration will be contacted.

• A written test and/or an asynchronous video assessment may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and E-Manual.

• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

• The WHO is committed to achieving gender parity and geographical diversity in its workforce. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply.

• Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int

• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of short-listed candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• For information on WHO's operations please visit: http://www.who.int.

• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.

• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.

• Please note that WHO's contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.

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