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**Background**

**Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and**inspiring stories.**

The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (Headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

**Duties and Responsibilities**

**1. Provision of user-support through UNV’s Service Desk**
- Review and assign incoming cases in line with established procedures and responsibilities;
- Develop the Service Desk knowledge base of queries and resolutions;
- Develop new or revised enquiry templates and other self-service content contributing to improve clarity of information, in line with the evolving nature of queries received;
- Translate standard Service Desk correspondence and self-service content in all three UNV working languages;




- Manage chatbot content and train the chatbot based on presente user interactions;
- Ensure compliance with UNV policies and procedures, and record information and actions in relevant systems;
- Contribute to solving recurring issues faced by users of UNV’s systems, processes and policies through proposing and testing solutions, aiming at reducing the number of cases created and enhancing the user experience;
- Monitor satisfaction with support provided, follow up when relevant and seek opportunities for enhanced service desk efficiency.

**2. Contribution to operational services to UN Volunteers**
- As appropriate, support relevant sections in the provision of services encompassing the full cycle of volunteers’ engagement, from identification through deployment, onboarding, entitlements management, separation and payroll, in adherence to established regulations and policies;
- Contribute to the improvements of Service Desk workflows by identifying bottlenecks and proposing solutions to streamline processes;
- Alert supervisor on deficiencies or risks and provide guidance on applicable regulations, rules and policies to ensure full compliance with accountability framework.

**3. Facilitation of knowledge building and knowledge sharing**
- Provide inputs to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels in using UNV’s Service Desk tools effectively;




- Synthesize knowledge and integrate into UNV’s Service Desk knowledge base for internal and external consumption;
- Engage with, learn from, and make sound contributions to knowledge networks and communities of practice;
- Provide inputs and feedback for the improvement of Service Desk related IT systems and processes that enable the Section’s timely and quality service delivery.

**4. Management Support**
- Support the Team in the coordination of the team meetings, annual work planning and reporting processes;
- Serve on a rotational basis as a focal point for the Volunteer Solutions Section on specific roles;
- Perform any other duties assigned by the supervisor.

**Competencies**

**Core**:
Achieve Results
- Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively
- Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously
- Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility
- Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination
- Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner
- Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

Appreciate/respect differences, aware of unconscious bias, confront discrimination

**Cross-Functional & Technical competencies**

Communications
- Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
- Ability to manage communications internally and externally, t

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📌 Operations Associate, Service Desk (Bogotá)
🏢 United Nations Development Programme (UNDP)
📍 Bogotá