Global Service Desk Associate – Tier 0, 1 & 2

About the role

The Global Service Desk Associate provides first‑level support to UNDP’s global users, ensuring efficient resolution of IT incidents and service requests related to corporate systems, infrastructure, and collaboration tools. The role supports evolving user needs, contributes to user adoption of digital platforms, and collaborates with internal stakeholders to maintain high service standards.

Key responsibilities

• Provide Tier 1 support for UNDP IT applications, hardware, platforms, infrastructure and Microsoft/Office collaboration tools using the official ticketing system.
• Log, categorize, prioritize and update incidents, perform initial troubleshooting using SOPs, scripts and knowledge articles, and resolve issues at first contact when possible.
• Process user requests such as password resets, account unlocks, access provisioning and software installations following established procedures.
• Escalate unresolved or complex incidents to Tier 2/3 support teams and monitor tickets to ensure SLA compliance.
• Maintain high‑quality ticket documentation, communicate status updates to users and confirm satisfaction before closure.
• Contribute to knowledge‑base articles, identify recurring issues and support system enhancements, testing and training activities.

Required profile

• Demonstrates attention to detail, plans and monitors own work and delivers quality results by deadline.
• Open to creative ideas, pragmatic problem‑solver and continuously seeks improvement.
• Shows adaptability, handles ambiguity and works collaboratively with internal teams.
• Commits to diversity and inclusion, respects differences and promotes a supportive environment.

Required skills

• Ticketing system usage and incident management.
• Microsoft Office and collaboration platforms.
• IT infrastructure and hardware troubleshooting.
• Software installation and configuration.
• ERP and content management system familiarity.