UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Hope

Job Organizational Context & Purpose of Job:

Information and Communications Technology (ICT) Associates perform procedural and some specialized activities pertaining to UNICEF’s ICT systems, which include desktop administration and server operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.

How can you make a difference?

Summary of key functions/accountabilities:

1. General ICT / Office Support: ICT Associates at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff.
   • Providing first-level support that includes receiving, processing and logging service requests.
   • Managing lifecycle of ICT incidents assigned to him/her in service management tool.
   • Providing support in conferencing with ICT and audiovisual equipment as and when requested.
   • Creating and assigning work orders.
   • Maintaining and updating files (electronic and paper) and internal databases.
   • Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.
2. Minimal ICT Administration: ICT Associates are accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.
   • Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
   • Assisting in routine operation and monitoring of server systems.
   • Providing second-level user support/troubleshooting.
   • Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
   • Performing backups of servers following standard backup procedures.
   • Assisting in the generation of computer reports.
   • Providing on-the-job orientation for users in the use of ICT systems.

Impact of Results

The work of ICT Associates impacts on the delivery of routine ICT administration activities that are closely interrelated with the work of other members of the ICT team to which assigned. The work performed affects not only the functionality of fundamental ICT systems, but also the operational efficiency of staff throughout the organization. Indirectly his/her work impacts on delivery of organization-wide programmes.

ICT Associates also play a key role in providing ICT customer service support (second level) and minimal troubleshooting tasks. The incumbents are routinely involved in working closely with colleagues in ICT on crosscutting issues and with client departments and staff in the handling and resolving of routine as well as minor specialized processes and delivery of ICT services. These relationships are important to ensure that (a) client needs are met expeditiously, (b) ICT systems are functioning as designed and (c) UNICEF’s staff are kept aware of new software releases, tools and equipment.

To qualify as an advocate for every child you will have…

• Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.
• A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
• Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
• Practical experience in providing technical and business Customer Support and Services is required.
• Practical experience and working knowledge of various computer platforms and applications is required.
• Fluency in French and working knowledge of English is required. Knowledge of another official UN language (Arabic, Chinese, Russian or Spanish) or a local language is an asset.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children.

Remarks:

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be cancelled.

All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Special Notice on UNICEF Office Relocation

UNICEF and other UN Agencies will be moving soon to the new United Nations House in Diamniadio, 30 kilometers from downtown Dakar. The name of the duty station for this position will remain Dakar, Senegal.