Terms of Reference

Background 

With the creation of Central Services Center (CSC), NY IT Help Desk Team is deploying its services in collaboration with Facilities Help Desk, Computer Focal Points while continuing to implement major ICTD projects: Cloud Printing, Decommissioning of Direct Access and deployment of Secure Access, Decommissioning of Symantec Endpoint and Deployment of Microsoft Defender.

CSC NY Help Desk/DFAM is looking for a self-motivated and talented ICT Associate (GS6) to join the New York CSC NY IT Help Desk team. The selected candidates will be physically stationed in New York.

Selected candidate will join the existing CSC NY IT Help Desk Team, serving as the first point of contact for all matters related to ICT Customer support, hardware, and software provisioning. S/He will interact with Subject Matter Experts (SMEs), more than 1,800 staff and consultants working remotely or at UNICEF NYHQ office (3 UN UNICEF House and 633 Third Ave).

Purpose of the Position

Under the direct supervision of the Help Desk Manager, this internal stretch assignment (within DFAM) will provide office based first-level technical support to all current UNICEF end-user hardware and their operating systems, ensuring compliance with all ICTD processes and policies throughout the hardware assets’ lifecycle.

Key Duties and Tasks performed from the office 

• Timely and effective provision of new hardware assets.
• Responds to incoming requests via Service Gateway, email communication, and walk-in clients, for hardware-related customer and business services.
• Registers and schedules all requests/queries, and closely collaborates with Subject Matter Experts (including ICT Teams, Administrative and Facilities Management staff) and end-users.
• Provides users with solutions to identified incidents, requests, or service interruptions during release and time-intensive customization of new hardware.

• Provides new users with ad-hoc onboarding via an introduction to UNICEF ICT software suite, processes, and policies. Provides timely feedback, status, and progress reports as needed.
• Moves/Additions/Changes support is provided in the successful rollout and user adoption of ICT products, processes, and policies.

• Ensures new installations, moves, relocations of hardware as per requests submitted in Service Gateway.
• Supports roll outs and implementation of new UNICEF hardware and software standards and
• support during general release.
• Provides Subject Matter Experts with feedback received from users, additional updates, and “Lessons Learnt” to facilitate ICT product enhancement.
• Ensures end-user data transfer, onboarding of new users to UNICEF ICT standards, systems, processes, including asset decommissioning through the Property Survey Board.

Provision of standard ICT Customer support functions.

•  Provides ICT Customer support to all current UNICEF standard software and hardware.
• Troubleshoots and resolves reported computer related issues.
• Records/monitors incidents assigned tasks and ensures timely closure to maximize customer satisfaction.
• Answers phone calls, walk-ins and creates/updates service calls registering user/caller issues and requests.
• Ensures all open incidents are actioned as per the established procedures and tasks assignment.
• Escalates and follows up incidents when applicable until resolution.

 Duration 

• This stretch assignment will be for a period of two (2) months, with a possible extension of one (1) month.

Funding 

Once the selection process is completed, the releasing section will agree on a start date. This is a temporary development opportunity and there will be no changes to the staff member’s status (position number, level, etc.). The staff member retains his/her current position and there is no DSA entitlement, backfill or SPA for this stretch assignment.

Qualifications and Competencies 

Required:

• Holding a Fixed Term Contract within DFAM.
• Completion of secondary education (high school diploma) is required. Completion of university modules or degree in computer science, information systems, engineering, telecommunications, or a related field from an accredited institution will be counted toward the minimum work experience requirements.
• Minimum of five (5) years relevant experience in Information Technology (IT) is required, as well as systematic methods of troubleshooting, analytical problem solving, and assisting end-users on ICT products and services, and use of applications and diagnostic tools.
• Working knowledge of ITIL Service Delivery and of UNICEF’s incident management and service request systems.
• Completion of A+ Certification, or equivalent working experience.
• Advanced knowledge of Windows 10 and the Microsoft Suite of Products (including Word, Excel, and PowerPoint).
• Fluency in English is required.

Desirable:

• Work experience dealing with Customer Support and Services is desirable, including excellent customer-focused skills (thus communication, interpersonal, and technical).
• Working knowledge of UNICEF’s environment (and UNICEF proprietary software) and of various computer platforms and applications: operating systems, email and database systems, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting, and repairs is an advantage.
• Knowledge of another UN language (Russian, Arabic, Chinese, French) is an asset.

 How to apply 

• Discuss this assignment with your supervisor and obtain supervisor’s agreement before applying. The agreement of your supervisor and Head of office is required. 
• Please upload all documentation listed below, including receipt of supervisor and head of office agreement, by 3 June 2024:

• Up to date TMS candidate profile
• Motivational Letter
• 2 latest PERs
• Approval e-mail from supervisor and Head of Section.

NB: Candidates for the stretch assignment may be contacted for a short conversation. Supervisors may also be contacted for references.