Consultancy: Help Desk Analyst - Hardware Support, ICTD New York

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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, a connected world

The overarching strategic goal of UNICEF's ICT Division (ICTD) is to transform and build partnerships with our stakeholders to successfully implement UNICEF programmes globally using innovative technology-enabled solutions.

The Platform and Service Delivery (PSD) section of ICTD is responsible for defining, designing and operating the IT infrastructure, identity management, and the underlying platforms that are hosting UNICEF applications and solutions, both for in-house and in the cloud.

As mentioned in the UNICEF strategic plan 2022-2025, development of staff digital skills is a key factor for success towards the achievement of digital transformation, management efficiency and effectiveness. The ICTD/ Platform and Service Delivery (PSD) work plan for 2021 highlights a focus on:

• Improved Operational Efficiency and Posture
• Implementing the Migration to Teams Telephony
• Improved incident response process
• Capacity building

The New York Help Desk / Customer Support Services Team provides support to over 2,000 active end-users in 2021. This represents an increase of 25% from 1,500 users from the baseline a few years ago.

For 2021, in addition to supporting existing systems and applications, the New York Help Desk Team is tasked to support new projects, including:

• Remote Support of High-level Meetings/Webinars involving UNICEF HQ and ROs/FOs, partners, National Committees, public/private sector or sister UN agencies / UN SG
• Relocation of over 100 users across multiples units from different sites in the NYHQ premises
• Migration from Zoom to MS Teams
• Migration from Skype for Business to MS Teams Telephony
• Customer support for the implementation of Procurement Case Management (PCM) that involves over 80 actives users in New York HQ.

Since 13th March 2020, due to Covid-19 over 90% of New York based end-users are teleworking from various locations across the globe covering multiple time zones. The Help Desk Team continues to adapt to new modalities to support and preserve the productivity of the staff wherever they are and regardless of the type of device they are using (personal or UNICEF owned device).

How can you make a difference?

The purpose of this consultancy is to provide ICT Customer Support to UNICEF NYHQ users (remote and office base support) in the area of Hardware and Network component support.

Key Tasks and Deliverables:

Under the direct supervision of the Senior Help Desk Associate, the Help Desk Analyst is expected to ensure the following four major tasks:

1. Timely and effective provision of new hardware assets.

• Swiftly responds to incoming requests via Service Gateway, email communication, and walk-in clients, for hardware-related customer/business services. Registers and schedules all requests/queries, and closely collaborates with NYHQ Computer Focal Points, Subject Matter Experts (including ICT Networking Unit, Technical Architects, DFAM Building Facilities) and end-users. Provision of task creation and scheduling, hardware asset management (receipt of new hardware, storage, asset tagging, configuration and installation, end-user data transfer, hardware lifecycle management, asset decommissioning), follow-up, resolution and documentation.
• Provides users - during release and time-intensive customization of their new hardware - with solutions to identified incidents, requests or services interruptions; and provides new users with ad-hoc onboarding via an introduction to UNICEF ICT software suite, processes and policies. Provides timely feedback, status or progress report as per established policies and procedures.

2. Moves/Additions/Changes support is provided in the successful rollout and user adoption of ICT products, processes and policies.

• Delivers during ICT product /process Releases by acting as “early adopters’ during development and user acceptance testing, provide critical end-user support during initial HYPERCARE release, and act as product “champions’ to promote user adoption and cultural change.
• Supports roll outs and implementation of new UNICEF hardware & software standards, and HYPERCARE support during general Release.
• Supports bi-directional feedback during development and product release between Technical Architects and pilot groups, CFPs early adoption, and the Release Manager.
• Provides SMEs with feedback received from users, additional updates or “Lessons Learnt” to facilitate ICT product enhancement.

3. ICT asset management throughout hardware lifecycle

• Provides secure storage for all Divisions’ hardware post-procurement, and, at the request of a Division Computer Focal Point, the Helpdesk Analyst configures and releases corporate hardware.
• Ensures end-user data transfer, onboarding of new users to UNICEF ICT standards, systems, processes; including asset decommissioning through the Property Survey Board (PSB).

4. Provision of standard Helpdesk functions where applicable or requested.

• Provides Helpdesk support on request of Senior Help Desk Associate, to all current UNICEF software and hardware during periods of high Customer Support Services’ demand.

To qualify as a champion for every child you will have…

Academic:

• Completion of secondary education (high school diploma). Completion of university modules / degree in computer science, information systems, engineering, telecommunications, etc. from an accredited institution will be counted toward the minimum work experience requirements.
• Completion of A+ Certification, or equivalent working experience.

Professional Experience:

• Advanced knowledge of Windows10 and the Microsoft Suite of Products (including Word, Excel and PowerPoint). Working knowledge of UNICEF’s environment (and UNICEF proprietary software) and of various computer platforms and applications such as MS Teams, MS Outlook or MS SharePoint: operating systems, email and database systems, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs is an advantage.
• Minimum of five (5) years relevant experience in information technology (IT) is required, as well as systematic methods of troubleshooting and analytical problem solving, assisting end-users on ICT products and services and use of applications and diagnostic tools. Work experience in dealing with Customer Support and Services is desirable, including excellent customer-focused skills (thus communication, interpersonal, and technical). A working knowledge both of ITIL Service Delivery, and of UNICEF’s incident management and service request systems, is a requirement.
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable.
• Work experience in development organizations with multi-cultural and diverse environments is an asset.

Language Requirements:

• Good written and oral communication skills, with fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is asset.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies as articulated below.

The UNICEF Level 1 competencies required for this post are the following:

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

To view our competency framework, please visit here.

Please indicate your ability, availability and daily/monthly rate (in US$) to undertake the terms of reference above. Applications submitted without a daily/monthly rate will not be considered.

Remarks:

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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 also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

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