IT helpdesk, asset management, administrative assistance

The United Nations Institute for Training and Research (UNITAR) delivers on its mandate to strengthen the capacities of beneficiaries through training, capacity development, applied research and related activities. Annually, the Institute organizes over 1,400 learning and knowledge-sharing events benefiting more than 500,000 beneficiaries around the world.

The position of Individual Contractor – Asset management support and IT helpdesk – is located in the Communication and IT Support Unit (CITSU), which oversees all communications activities and IT resources at UNITAR. CITSU provides users with the necessary software licenses, IT equipment, tools and systems to perform IT-related tasks in their daily work. This includes, communication and collaboration tools, internet access, intranet access, access to online platforms, web publishing tools, document and file management, and the virtual learning environment. The Unit works closely with the user community to identify, troubleshoot and resolve IT-related issues. With the new asset management policy in place, the Unit works with the Administration and Procurement Unit to ensure the proper management of the IT equipment by assisting the physical inventory verification and monitoring the inventory records.

The objective of the contract will be to help enhance the management of the IT equipment inventory by monitoring and updating the inventory records, evaluating and tracking IT equipment and assisting the physical inventory verification. The incumbent will also work as a first-level IT helpdesk to assist users with any hardware and software issues.

The incumbent is expected to work with minimum direct supervision using established procedure and policies. The incumbent will provide a service to users within and outside of UNITAR under the technical guidance of the IT specialist.

Under the supervision of IT specialist, the individual contractor will work on the following:

• Support the assessment of the conditions of IT equipment based on the predefined standard.
• Monitor and ensure the accuracy of the inventory records and identify missing or inaccurate information, in coordination with the programme focal points.
• Manage and monitor the storage and tracking of IT equipment;
• Create barcode for new IT equipment;
• Assist with annual physical inspections and regular reporting of depreciation of IT equipment;
• Assist with physical disposal or write-off according to the administrative procedures;
• Assist with the maintenance and repair based on the guarantee provided by the supplier;
• Provide first-level IT helpdesk support.
  • Assist users with workstation and network issues.
  • Assist in the setup of conferences and meetings.
  • Assist in documenting technical issues.
  • Assist in computer setup and installing software.
  • Assist in answering IT-related inquiries.
  • Assist in updating content on the UNITAR website, EMS, Moodle platform and UNITARnet.
• Perform any other task, including administrative tasks, assigned by the IT Specialist or Chief of CITSU.

• Updated inventory records on an ongoing basis;
• Tracking of IT equipment on an ongoing basis;
• Annual physical inventory performed on time.
• An efficient and timely support for users given on an ongoing basis.

• Timely and complete inventory records.
• First-level IT support provided in a timely manner.
• Interactions with the users in a timely manner.
• High-quality deliverables for all tasks outlined above.

The Contractor will report to IT Specialist, Communication and Information Technology Support Unit

• Professionalism – General knowledge in information technology including computers, network and collaboration systems. Good knowledge of PC hardware. Demonstrated ability to troubleshoot hardware, software and network problems. Ability to analyse and evaluate user problems, sometimes under situations of stress, to give immediate advice where possible, and to inform adequately other IT teams on reported problems. Experience in IT asset management would be an advantage.
• Planning & Organizing – Excellent planning and organizational skills and ability to prioritize own work, delivering results and quality work, including when working under pressure.
• Commitment to continuous learning – Willingness to keep abreast of new developments in the field of new technologies. Ability to adapt new trends and development to the organizational context.
• Communications – Excellent communication skills (spoken, written and presentation), including the ability to explain technical matters in a plain, non-technical language. Ability to evaluate information needs and to provide appropriate and targeted information accordingly. Ability to answer in a courteous and polite manner, and to remain calm when facing anxious users facing IT problems.
• Technology awareness – Fully proficient in computer skills, with ability to use a variety of software and applications. Working knowledge of Microsoft systems used in UNITAR e.g. Active Directory, Intermediate level of proficiency with Microsoft 365 Apps for Business, Outlook and Teams. Working knowledge of Drupal CMS and Moodle LMS would be an advantage. Ability to process data accurately with attention to details. Ability to follow technical and administrative procedures reliably (e.g. backups, data security and system operations).
• Teamwork – Strong interpersonal skills; ability to deal effectively with multiple constituencies and to establish and maintain effective working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity. Ability to build productive user relationships; ability to take responsibility for ensuring user satisfaction. Ability to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.