Help Desk Assistant (G4), Vienna, Austria

Organization: International Atomic Energy Agency (IAEA)

Country: Austria

City: Vienna, Austria

Office: IAEA Vienna, Austria

Closing date: Tuesday, 20 April 2021

Help Desk Assistant(G4)

( 2021/0186 (221313) )

Organization: MTHR-HR Service Centre

Primary Location: Austria-Vienna-Vienna-IAEA Headquarters

Job Posting: 2021-03-23, 10:08:48 AM

Contract Type : Fixed Term


Probation Period : 1 Year

Organizational Setting

The Department of Management (MT) provides a ‚platform of services‘ that serves as a foundation for the successful delivery of the IAEA’s scientific and technical programmes. Its mission statement is as follows: "MT is a partner and a business enabler that champions change and efficiency, leveraging a common purpose". Thus, among other support activities, it assists a scientific manager in recruiting the right expert, helps a technical officer coordinate the purchase of radiation equipment, and ensures that all Board documents are translated and distributed on a timely basis to Member States.

The Division of Human Resources (MTHR), within the Department of Management, plans, acquires and manages human resources to effectively implement the IAEA programmes. It thus delivers the full spectrum of human resource services, including HR organizational development and planning, talent acquisition and development, performance management, and administration of compensation and benefits. The Division serves a multicultural workforce of approximately 2300 people from diverse scientific, technical, managerial and professional disciplines.The HR Service Section (HSS) provides the Agency’s staff and personnel with HR services and advice in the areas of job classification, policy, administration of benefits and entitlements, administration of posts and contracts, and on-boarding of staff.

Main Purpose

Reporting to the HR Service Centre Coordinator and Quality Assurance, HSS, the Helpdesk Assistant provides support to the activities of the HR Helpdesk. The HR Helpdesk’s mission is to respond to individual HR questions, by providing on a timely basis comprehensive and clear information, guidance, advice and solutions, as required. S/he contributes to the timely and efficient delivery of services and production of accurate data in the HR Service Centre.

Functions / Key Results Expected

Assist the HR Helpdesk point of contact in receiving, responding to and/or redirecting, as appropriate, requests and queries received on various HR related topics.

Provide general support to the activities and functions of the HR Helpdesk including preparation of draft responses to routine correspondence and other related communications.

Assist in the preparation, review and delivery of the material and documentations produced by the HR Helpdesk for its internal and external clients/stakeholders.

Contribute to the accurate maintenance of HR materials, files and documents.

Perform other tasks, as required.

Competencies and Expertise

Core Competencies

Name Definition


Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to and understand the perspectives of others and proposes solutions.

Achieving Results

Takes initiative in defining realistic outputs and clarifying roles, responsibilities and expected results in the context of the Department/Division’s programme. Evaluates his/her results realistically, drawing conclusions from lessons learned.


Actively contributes to achieving team results. Supports team decisions.

Planning and Organizing

Plans and organizes his/her own work in support of achieving the team or Section’s priorities. Takes into account potential changes and proposes contingency plans.

Functional Competencies

Name Definition

Analytical thinking

Gathers and analyses information, identifying critical relationships and patterns among data and proposes workable solutions.

Client orientation

Establishes effective relationships with clients to understand and meet or exceed their needs. Finds ways to ensure client satisfaction.


Able to remain calm in emotionally charged situations. Accepts constructive feedback in a positive manner and is able to cope with setbacks.

Required Expertise

Function Name Expertise Description

Human Resources

Benefits and Entitlements Administration

Knowledge of UN/IAEA benefits and entitlements, Staff rules and HR practices in a UN Organization.

Administrative Support

Discretion and Respect for Confidentiality

Application of a high degree of tact, diplomacy and discretion, and proven ability to maintain confidentiality.

Information Technology

IT Training

Knowledge and experience working with relevant ERP technology to deliver HR services.

Administrative Support

MS Office (Word, Excel, Outlook, PowerPoint)

Proficiency in the use of office software products (MS Office 2010).

Qualifications, Experience and Language skills

Completed secondary education.

Minimum of four years of relevant office and HR administrative experience, preferably in an international environment.

General knowledge of policies and administrative procedures concerning staff benefits and entitlements is an asset.

Experience in dealing with confidential issues with a high level of discretion.

Proficiency in MS Office 2010 (Word, Excel, Outlook, PowerPoint) and ability to use databases.

Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.

English language test (level 2) to IAEA standard.


The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at EUR 40992 (subject to mandatory deductions for pension contributions and health insurance), 6 weeks‘ annual vacation, pension plan and health insurance

Appointment is subject to a satisfactory medical report. Recruitment will be on a LOCAL BASIS only. Outside applicants are required to supply to the IAEA or to authorize it to seek all information relevant to their suitability for employment by the IAEA. Testing may be part of the recruitment process.


Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. The IAEA is committed to applying the highest ethical standards in carrying out its mandate. As part of the United Nations common system, the IAEA subscribes to the following core ethical standards (or values): Integrity, Professionalism and Respect for diversity. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.

Link to the organization’s job offer: