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Congress Help Desk Assistant

Vacancy #:   4056
Unit:   Union Development Group
Organization:   International Union for Conservation of Nature (IUCN)
Location:   Vietnam Country Office, Hanoi, Viet Nam
Reporting to:   Congress Manager
Work percentage:   100%
Grade:   A2
Expected start date:   15 June 2019
Type of contract:   Fixed-term (14 months)
Closing date:   05 June 2019 (extended)
BACKGROUND
IUCN is a membership Union composed of both government and civil society organisations. It harnesses the experience, resources and reach of its more than 1,300 Member organisations and the input of more than 10,000 experts. IUCN is the global authority on the status of the natural world and the measures needed to safeguard it.
As IUCN’s flagship event, the Congress attracts thousands of participants from across the world. The event has two components – the Forum and the Members’ Assembly. The Forum is the largest knowledge marketplace for conservation and sustainable development science, practice and innovation. Over 1000 sessions address the economic, social, scientific and technical aspects of issues ranging from wildlife to oceans, protected areas to sustainable business, and climate change to human rights.
During the Members’ Assembly, IUCN’s 1,300+ Member organisations collectively decide on actions to address the most pressing and often controversial conservation and sustainable development challenges. IUCN’s membership includes some of the most influential government and civil society organisations from more than 160 countries, giving the decisions taken at the IUCN Congress a powerful mandate.
The next Congress will take place in Marseille, France from 11 to 19 June 2020.

This position is a locally based position, only candidates based in Vietnam will be considered.
JOB DESCRIPTION
MAJOR RESPONSIBILITIES:

Handle questions submitted by IUCN stakeholders received via email and serve as a first level technical back-stop either via the IUCN CRM or ticketing system if applicable.

SPECIFIC DUTIES:

• Manage the Congress general email address (congress@iucn.org), review any incoming emails and reply with adequate answers or when appropriate refer emails to appropriate internal channel to provide reply;
• Provide general support to users having questions linked to Congress in general or any specific features such as the Motions, Forum, nominations, accreditation processes as well as Congress registration, mobile application helping users with Motions, Forum and Accreditation processes or any other Congress services
• Reply to any emails in English and French directly within 48hours upon receipt;
• Refer questions submitted in Spanish to the appropriate person for answering;
• Prepare and continuously update FAQs and reply templates and make suggestions to the Communications team for updating information on the website if user questions indicate that existing information is unclear;
• Serve as first-level technical support for any issues linked to:

o Login/user accounts to the Congress website;
o CRM (Customer Relationship Management System):
? Assist in the creation and edition of contacts and roles including any potential wrong categories or connections in line with existing IUCN policies
? Escalate complex issues to the appropriate IUCN Focal point (Membership, Commission, etc.)

• Assist in the creation of training material and help keep them updated
• Perform other duties as may be assigned from time to time.
• Potentially travel to Marseille in June 2020 and be part of the Help Desk team onsite.

Please Note: The above TORs contain the main responsibilities and duties of this position. However in an ever evolving organisation such as IUCN staff members are expected to show flexibility in their approach to work and be willing to undertake other tasks that are reasonably allocated to them but which are not part of their regular TORs. Where any task becomes a regular part of staff member’s responsibilities, the TORs should be changed in consultation between the manager, the staff member and the HR Unit. Any one of the three may initiate the consultation.
REQUIREMENTS
  • Two years practical work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on IT products and services, and use of applications and diagnostic tools;

• Fluency in English and very good levels of French is required. Spanish is highly desirable;

• Customer-oriented and cool-tempered;

• Ability to follow instruction and procedures;

• Proven experience as a help desk service provider or other customer support role;

• Tech savvy with working knowledge of databases, CiviCRM, Drupal, event management systems as well as Microsoft Office suite, particularly Excel

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and resolve basic technical issues
APPLICATIONS

Applicants are requested to apply online through the HR Management System, by opening the vacancy announcement and pressing the "Apply" button.

Applicants will be asked to create an account and submit their profile information. Applications will not be accepted after the closing date. The vacancy closes at midnight, Swiss time (GMT+1 / GMT+2 during Daylight Saving Time, DST). Please note that only selected applicants will be personally contacted for interviews.

Other job opportunities are published in the IUCN website: http://www.iucn.org/involved/jobs/


About IUCN

IUCN is a membership Union uniquely composed of both government and civil society organisations. It provides public, private and non-governmental organisations with the knowledge and tools that enable human progress, economic development and nature conservation to take place together.

Created in 1948, IUCN is now the world’s largest and most diverse environmental network, harnessing the knowledge, resources and reach of more than 1,300 Member organisations and some 10,000 experts. It is a leading provider of conservation data, assessments and analysis. Its broad membership enables IUCN to fill the role of incubator and trusted repository of best practices, tools and international standards.

IUCN provides a neutral space in which diverse stakeholders including governments, NGOs, scientists, businesses, local communities, indigenous peoples organisations and others can work together to forge and implement solutions to environmental challenges and achieve sustainable development.

Working with many partners and supporters, IUCN implements a large and diverse portfolio of conservation projects worldwide. Combining the latest science with the traditional knowledge of local communities, these projects work to reverse habitat loss, restore ecosystems and improve people’s well-being.

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