Under the guidance and direct supervision of the Head of ICT, the ICT Associate provides ICT and administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.

He/She works in close collaboration with Programme, Operations and projects teams in the CO and UNDP HQ staff to resolve ICT- related issues.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Provide inputs to CO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs).
• Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings.
• Provide ICT help desk support to colleagues in other agencies affiliated to UNDP.
• Provide input to preparation of results-oriented workplans.
• Support the use of ERP functionality for improved business results and improved client services.

Ensures effective functioning of the CO hardware and software packages

• Perform specific technical functions, including changing or upgrading of hardware electronic components and scheduling routine repairs.

Assist in providing automation and digitalization support for both CO Operations and Programmes.

• Assist in the installation of corporate and in-house developed software and related upgrades.

Support network and systems administration.

• Monitor and manage access, usage and performance of shared storages on a frequent and regular basis.
• Assist in managing cloud-based systems (Office 365, Azure and Microsoft Intune), backup and restoration procedures for locally hosted systems.
• Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis.
• Respond to user needs and questions regarding network access.
• Assist in trouble-shooting and monitoring of network problems.
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cordination with the Procurement Unit.
• Convert user challenges to technology based solutions i.e web based applications

Provides administrative support

• Assist with cost recovering from projects and other agencies affiliated to UNDP
• Assist with processing of payments for ISP’s and contracted vendors
• Support periodic disposal of ICT equipment
• Conducting user training on effective use of corporate tools and cyber security awareness.
• Ensure uninterrupted ICT services  are provided for BCP and the Country Office.
• Provision of ICT support to key official events.

Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:

• Participation and assistance in the organization of training for the CO staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization

•  LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

•  LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

• LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

•  LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

• LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

• LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

• LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Business Management  – Results-based Management

• Ability to manage programmes and projects with a focus on improved performance and demonstrable results.

Business Management  – Customer Satisfaction/Client Management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients’ immediate requests, Ability to anticipate client’s upcoming needs and concerns.

Business Management  – Working with Evidence and Data

• Ability to inspect, cleanse, transform and model data with the goal of
  discovering useful information, informing conclusions, and supportingdecision-making.

Business Management – Digital Awareness and Literacy

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Information Management & Technology  – IT Customer Support

• Ability to support staff on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management & Technology – Network, Communication, and Infrastructure Management:

• Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Information Management & Technology – User Experience and Business Analyst

• Capacity to translate efficiently user needs into IT requirements around human-centered design.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements