Senior Helpdesk Analyst, Kuala Lumpur, Malaysia

Organization: World Health Organization (WHO)

Country: Malaysia

City: Kuala Lumpur

Office: WHO GSC Kuala Lumpur

Grade: G-6

Closing date: Monday, 23 May 2022

Senior Helpdesk Analyst

( 2203708 )

Grade : G6

Contractual Arrangement : Fixed-term appointment

Contract Duration (Years, Months, Days) : 2 years, renewable, subject to satisfactory performance and continuing need for the post

Job Posting: May 9, 2022, 3:33:06 AM

The Department of Information Management and Technology has an operational and strategic role. On the one hand, the department provides relevant, quality, reliable and cost-effective IT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing,and managing projects to address these requirements. The Chief Technology Officer sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization. It provides services and underlying technology platforms for digital workplace and enterprise information systems through the following teams: Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation;
Architecture and Infrastructure: Help sets the overall technology architecture and standards and manages technology infrastructure foundation;
Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace, including tools for end-users and collaboration services; and

Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.


Under the overall supervision of the Group Lead, Global Service Desk and reporting directly to the Helpdesk Officer, and in close coordination with other teams in the Information Management and Technology (IMT) Department, the incumbent is responsible for providing IT technical support to WHO’s end user community ensuring that all IT issues and service requests specific to WHO’s systems are fulfilled, addressed, and/or resolved within agreed resolution times.

The incumbent is expected to undertake the following duties and responsibilities: Provide optimized end-user IT technical support ensuring complex issues and service requests are addressed within agreed resolution times.

Identify operational gaps and contribute to establish processes and document SOPs to ensure operational excellence in IT Service Management.

Monitor the team’s compliance to policies, processes, and procedures (ITIL, IT Service Management and Quality Assurance Framework) leading to effective handling of tickets in a timely and orderly manner and take any corrective actions where required.

Perform Quality Assurance checks and regular examination of Service Desk Agents‘ performance by monitoring/auditing calls and tickets responses, reviewing Ticket assignments, aging of Tickets, communication with end users and daily distribution of tickets to GSD Analyst.

Monitoring Finesse dashboard and ensuring GSD Analysts adhere to the roster, keeping track on call handling, emails, and chats.

Produce and analyze monthly QA reports for process compliance, and provide recommendations for improvements.

Review Customer Satisfaction Surveys, especially escalations and contacting end users in a timely manner based on feedback.

Contribute to Continuous Improvement Initiatives on Quality Assurance and ITIL Processes Train, coach and evaluate new staff on their performances pertaining to ITIL, ITSM and Quality Assurance processes.

Engage with IT teams and conduct regular review or checkpoint meetings on the status of tickets assigned from GSD to IT operational teams with regard to, but not limited to: aging, escalations, problems, and potential training needed to improve ticket resolution time.

Conduct monthly report review meetings with the team, with structured agenda, ensuring minutes and action items are captured, and actions are taken on them.

Act as a subject matter expert in delegated areas as it relates to WHO’s systems and processes.

Review, update or decommission Knowledge Base articles where gaps or issues are identified.

Provide input on specialized training needs for the team and participate in the development of training plan.

Perform other duties and responsibilities as assigned by supervisor.



Essential: Completion of secondary, technical, or commercial school education.

Desirable: ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office 365, and networks.

Training in IT end-user support and global shared services / call center environments.

Advanced knowledge of WHO/UN ICT and IT Global Applications.


Essential: At least 8 years of relevant experience, including providing end-user support in a corporate environment, or;
6 years with a relevant First Level University Degree, or;
5 years with a relevant Advanced University Degree.

Desirable: Solid experience in providing advanced level IT and Oracle e-Business applications support in international organizations, global call center or service desk environment.

Experience in WHO computing environment.

Prior experience in global shared services / call center.


Advanced knowledge of Incident Management across Desktop technologies (Windows clients and Microsoft Office applications) and/or Business Applications (such as ERPs systems).

Experience in troubleshooting and supporting mobile devices (Android and iOS).

Strong knowledge and troubleshooting experience with Office 365 products and services which covers Installations, How To Questions, basic and advanced functionalities.

Advanced knowledge in service desk systems, incident and problem handling and escalation.

Excellent phone etiquette and phone handling skills/techniques.

Capability to translate the language of customers into useful technical information and vice versa.

Ability to multi-task.

Thorough knowledge of current technologies as it relates to end-user support and business strategies and keeping abreast of latest technology updates.

Advanced knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office.

Advanced knowledge of ITIL concepts and processes, and using helpdesk ticketing system.

Knowledge on coaching/mentoring.

Excellent written and oral communications and training skills for educating and encouraging users.

Ability to communicate and cooperate with various levels of employees.

Capacity for immediate self-education in use of new systems and software applications.

WHO Competencies


Respecting and promoting individual and cultural differences


Producing results

Moving forward in a changing environment

Use of Language Skills

Essential: Expert knowledge of English.

Desirable: Intermediate knowledge of French.


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 MYR 65,493 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.


This vacancy notice may be used to fill other similar positions at the same grade level including those of a temporary nature.

Only candidates under serious consideration will be contacted.

A written test 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: Some professional certificates may not appear in the WHED and will require individual review.

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

For information on WHO’s operations please visit:

WHO is committed to workforce diversity.

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 final candidates.

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

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

Link to the organization’s job posting: