Job Purpose and Organizational Context

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

The ICT Support Assistant works in close collaboration with Agencies and Units that UNDP provides technical support and services.

Improved user support using digital platforms and technologies for a more efficient working environment

The ICT Unit objective is to provide operational support in the areas categorized in four main groups, as demonstrated below.

Duties and Responsibilities

Summary of key functions:

Implementation of ICT management systems and digital strategies

Effective functioning of the CO hardware and software packages

Support to networks administration

Provision of administrative support

Facilitation of knowledge building and knowledge sharing

Compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.

Provision of inputs to the CO administrative business processes mapping and implementation of the internal standard operating procedures (SOPs).

Provision of inputs to prepare results-oriented workplace.

Performance of specific technical functions, including changing of hardware electronic components (disks, memory, network wiring, power sources, etc.) and routine repairs of equipment.

Printer maintenance and servicing

Assistance in the installation of commercial and in-house developed software and related upgrades

Assistance in upgrading patch and anti-virus programs on a timely basis.

Monitoring of file server traffic, usage and performance on a frequent and regular basis.

Support users in backing up and restoring their files, as well as in virus detection, removal, and prevention.

Assistance in troubleshooting and monitoring of network problems in UN agencies.

Response to user needs and questions regarding network access and other technical support.

Assistance in backup and restoration procedures in OneDrive for Business

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.

Required Skills and Experience

• Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
• Think Innovatively:LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
• Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
• Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
• Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
• Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.
• Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.

Competencies

Cross-Functional & Technical Competences

Entrepreneurial Thinking 

Ability to create clarity around UNDP value proposition to beneficiaries and partners and to develop service offers responding to client needs based on UNDP’s organizational priorities and mandate 

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

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.

Tech literacy 

Ability to apply new digital tools or adapting their original use to create new insights, fresh perspectives or develop solutions. Understand the potential as well as the limitations of certain technological developments; being able to identify how technology can add value when it’s used as a “means to an end”.

Digital strategy 

Ability to plan the use of resources through digital channels to reach and engage target audiences

effectively and to achieve particular objectives

IT Customer Support 

Ability to support customers 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.

IT Service Delivery & Operations 

Ability to deliver the IT products and services to customers at the right level of Quality and Costs,

taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

Education

Secondary education is required.

A university degree in Information Technology, Information Management, Telecommunications, Computer Science or related field will be given due consideration, but it is not a requirement.

Experience:

A minimum of 5 years of experience with a high school diploma or 2 years of experience with a bachelor’s degree of relevant work experience, in the area of IT is required.

Experience in hardware and software management and applications is required

Knowledge of Cisco Meraki, video, and telecom conferencing equipment is required.

Printers’ repairs and maintenance are required

Performance of specific technical functions, including changing of hardware electronic components (Cartridge, RJ-45, network cabling, power sources, etc.) and routine repairs of equipment are desired.

Experience in the Maintenance of an up-to-date inventory of software and hardware is desired.

Language Requirement English

English is required.

Knowledge of any other UN language is desirable.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Scam alert

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.