Title: IT Support Consultant

​Requisition ID: 4491
Grade: SB2 – Local support
Country: Austria
Duty Station: Vienna
Category: Local Support Personnel
Type of Job Posting: Internal and External
Employment Type: NonStaff-Regular
Application deadline: 17-Sept-2024, 11:59 PM (CEST)

Vacancy Announcement
TEMPORARY APPOINTMENT OF PROJECT PERSONNEL
Only nationals or permanent residents of the country of the duty station are considered eligible.
Female candidates are encouraged to apply.

ORGANIZATIONAL CONTEXT

The United Nations Industrial Development Organization (UNIDO) is the specialized agency of the United Nations that promotes industrial development for poverty reduction, inclusive globalization and environmental sustainability. The mission of UNIDO, as described in the Lima Declaration adopted at the fifteenth session of the UNIDO General Conference in 2013 as well as the Abu Dhabi Declaration adopted at the eighteenth session of UNIDO General Conference in 2019, is to promote and accelerate inclusive and sustainable industrial development (ISID) in Member States. The relevance of ISID as an integrated approach to all three pillars of sustainable development is recognized by the 2030 Agenda for Sustainable Development and the related Sustainable Development Goals (SDGs), which will frame United Nations and country efforts towards sustainable development. UNIDO’s mandate is fully recognized in SDG-9, which calls to “Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation”. The relevance of ISID, however, applies in greater or lesser extent to all SDGs. Accordingly, the Organization’s programmatic focus is structured in four strategic priorities: Creating shared prosperity; Advancing economic competitiveness; Safeguarding the environment; and Strengthening knowledge and institutions.

Each of these programmatic fields of activity contains a number of individual programmes, which are implemented in a holistic manner to achieve effective outcomes and impacts through UNIDO’s four enabling functions: (i) technical cooperation; (ii) analytical and research functions and policy advisory services; (iii) normative functions and standards and quality-related activities; and (iv) convening and partnerships for knowledge transfer, networking and industrial cooperation. Such core functions are carried out in Divisions/Offices in its Headquarters, Regional Offices and Hubs and Country Offices.

COR/DIT/DIG is responsible for the operationalization and implementation of IT and digitalization strategies and solutions, for setting and enforcing common IT standards and best practices at UNIDO and managing corporate IT services. The Unit, in close cooperation with relevant entities, shall ensure that applications and systems are implemented in an integrated, sustainable and secure manner. The Unit shall also provide added-value for the Organization based on cost-benefit considerations and deliver continuous improvement of the Organization’s IT operations.

FUNCTIONAL RESPONSIBILITIES

Under the supervision of the Client Relationship & Change Management Lead and the overall guidance of the Chief of COR/DIT, the IT Support Consultant will:

• Act as point of contact for responding, resolving, escalating and tracking all incidents and service requests received by the UNIDO IT Service Desk
• Deploy, test, maintain and support UNIDO’s standard desktops, laptops and other IT equipment;
• Perform IT assets management for desktops, laptops and other IT equipment;
• Provide user-account management support for various IT application systems;
• Provide technical assistance for on-going operations of various UNIDO application systems including the legacy systems;
• Perform provision of technical support for video conferencing including webinar;
• Participate in various IT projects, including implementation of new hardware, software and application systems;
• Maintain UNIDO public web pages, Open Data Platform, Intranet, TopDesk and other web application systems;
• Receive and analyze ICT security alerts regularly and take corrective measures as per the established procedures for the IT Service Desk;
• Contribute to the development and maintenance of DIG SOPs, Work Instructions as well as work related documents;
• Contribute to the development and maintenance of IT systems user guides, manuals and FAQs;
• Prepare DIG outreach materials including announcements, flyer articles, newsletters, key messages, and other communication materials;
• Perform any other related duties as assigned.

MINIMUM ORGANIZATIONAL REQUIREMENTS

Education

Completed higher secondary education (high school diploma or equivalent) in computing or ITrelated area, is required. University studies in the field relevant to the post may be counted towards experience credit (not exceeding a maximum of four years of the actual period of studies whichever is smaller).

Computer skills

• Knowledge of office productivity applications (such as MS Office products including MS office 365)
• Good understanding of computer systems, remote connectivity, and mobile devices.
• Experience in Microsoft 365 administration or support is highly desirable
• Experience in Account Management in Microsoft Active Directory or Microsoft 365 Admin Centre is preferred;
• Experience in using professional IT service management tool such as TopDesk, JIRA, OTRS, SolarWind, Service Now, etc.;
• Experience in IT assets management and software deployment tools such as PatchMyPC, WDS is desirable

Technical and Functional Experience

• A minimum of six (6) years of work experience in the IT Service desk or IT support.
• Thorough understanding of relevant office procedures and practices, preferably within the UN system or in a multicultural environment;
• Relevant certifications such as ITIL Foundation in IT Service Management is an asset;
• Good organizing skills and ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking;
• Strong customer relations skills with ability to analyze incidents and provide problem resolution support in a timely and efficient manner.

Languages

Fluency in written and spoken English is required. Fluency and/or working knowledge of other official UNIDO languages and/or German is an asset.

REQUIRED COMPETENCIES

Core Values

WE LIVE AND ACT WITH INTEGRITY: work honestly, openly and impartially.

WE SHOW PROFESSIONALISM: work hard and competently in a committed and responsible manner. WE RESPECT DIVERSITY: work together effectively, respectfully and inclusively, regardless of our differences in culture and perspective.

Core Competencies

WE FOCUS ON PEOPLE: cooperate to fully reach our potential –and this is true for our colleagues as well as our clients. Emotional intelligence and receptiveness are vital parts of our UNIDO identity.

WE FOCUS ON RESULTS AND RESPONSIBILITIES: focus on planning, organizing and managing our work effectively and efficiently. We are responsible and accountable for achieving our results and meeting our performance standards. This accountability does not end with our colleagues and supervisors, but we also owe it to those we serve and who have trusted us to contribute to a better, safer and healthier world.

WE COMMUNICATE AND EARN TRUST: communicate effectively with one another and build an environment of trust where we can all excel in our work.

This appointment is limited to the specified project(s) only and does not carry any expectation of renewal.
Employees of UNIDO are expected at all times to uphold the highest standards of integrity, professionalism and respect for diversity, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for jobs at UNIDO.

All applications must be submitted online through the Online Recruitment System. Correspondence will be undertaken only with candidates who are being considered at an advanced phase of the selection process. Selected candidate(s) may be required to disclose to the Director General the nature and scope of financial and other personal interests and assets in respect of themselves, their spouses and dependents, under the procedures established by the Director General.

Visit the UNIDO website for details on how to apply: www.unido.org

NOTE: The Director General retains the discretion to make an appointment to this post at a lower level.

Notice to applicants:
UNIDO does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. If you have received a solicitation for the payment of a fee, please disregard it. Vacant positions within UNIDO are advertised on the official UNIDO website. Should you have any questions concerning persons or companies claiming to be recruiting on behalf of UNIDO and requesting payment of a fee, please contact: recruitment@unido.org