1. Timely and effective user support is provided on an on-going basis, by performing first level help desk support functions.

• Swiftly responds to incoming calls and communication, registers all incidents/queries using Service Gateway and provides first level answers and resolution as is possible.
• Dispatches service calls, in a timely manner, to the correct groups or Subject Matter Experts (SMEs) as appropriate.

2. Supports ICT project roll outs and its implementation. Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems.
3. Escalation is properly directed in a timely manner. Works with SMEs or second line support to identify correct procedures and solutions in a timely manner and properly documents the procedures.
4. Deployment of hardware and software as per UNICEF ICT standards and support for Conferencing.

• Assist in the installation, configuration and/or troubleshooting of computer hardware (ie desktop/laptop computers, printers, video/tele-conferencing devices, digital scanners, photocopiers and related accessories.
• Assist in the installation of software (ie UNICEF Windows OS image and application software).

Requirements:

Minimum Qualification and Competencies

Education:

Completion of Secondary education supplemented with formal training on computer related courses. Computer literacy and ability to effectively use standard office software, tools and technologies.

Work Experience:

Five (5) years of practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. Work experience in providing ICT support to remote field offices in developing countries an asset.

Language Requirements:

Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.