Digital Impact Specialist

Volunteering IT & Telecom

Overview

Support UNICEF Jordan's Digital Impact through ICT and user support.

You have:

• At least 3 years of relevant professional experience in ICT support, helpdesk operations, digital workplace support, systems support, or related ICT functions.
• Practical experience supporting end users in a professional office environment.
• Good knowledge of Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Experience supporting users with ICT equipment, standard applications, connectivity, conferencing tools, and digital workplace platforms.
• Experience preparing user guidance materials, FAQs, troubleshooting notes, or basic training materials.
• Strong customer service orientation and ability to communicate technical information clearly to non-technical users.
• Strong problem-solving skills and ability to follow up on issues until resolution or escalation.
• Good organizational skills, attention to detail, and ability to manage multiple support requests.
• Excellent oral and written communication skills in Arabic and English.
• Ability to work effectively in a multicultural environment and collaborate with staff across different functions.

Contract

This is a UNV contract. More about UNV contracts.

This United Nations Volunteers assignment is part of UNICEF Jordan’s Digital Impact- ICT function, which supports the office through ICT service delivery, end-user support, Microsoft 365 and digital workplace services, cloud-based systems, conferencing support, automation, data reporting, knowledge management, and adoption of digital tools. The assignment will contribute to strengthening the ICT section’s capacity to provide responsive technical support to staff and office users while also supporting the adoption of modern digital workplace tools. The UN Volunteer will support helpdesk operations, user assistance, Microsoft 365 and SharePoint services, cloud and systems support, Power Platform automation, Power BI reporting, documentation, training, and digital adoption initiatives. The role combines hands-on ICT support with digital workplace enablement. It is intended to improve service quality, reduce downtime, support staff productivity, strengthen knowledge sharing, and contribute to more efficient internal processes through practical digital solutions.

Additional Information: National UN Specialist Volunteers in Jordan are entitled to: • Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,145.08; • Annual and learning leaves; • Free Medical and life insurance; • Free access to different learning platforms.

For more information on UN Volunteer benefits, entitlements and support, please visit: https://www.unv.org/volunteer-your-country-conditions-service

Under the direct supervision of the Head of ICT / ICT Specialist the UN Volunteer will support the ICT/Digital Impact section in the following areas:

A. ICT Helpdesk and End-User Support • Provide first- and second-level ICT support to staff and office users, ensuring timely, professional, and client-oriented handling of ICT service requests. • Coordinate the resolution and escalation of technical issues, ensuring proper follow-up with users, ICT colleagues, vendors, or relevant support channels until closure. • Support users in resolving issues related to ICT equipment, standard applications, connectivity, collaboration tools, and digital workplace services. • Contribute to improving ICT helpdesk services by identifying recurring issues, service gaps, user pain points, and opportunities to strengthen support processes. • Maintain accurate records of support requests, resolutions, recurring issues, pending actions, and lessons learned. • Support ICT onboarding and orientation for staff by providing practical guidance on ICT procedures, digital tools, collaboration platforms, and available support channels. • Provide regular feedback to the ICT supervisor on service trends, recurring technical issues, risks, and recommended improvements.

B. Microsoft 365, SharePoint and Digital Workplace Support • Support the administration, adoption, and effective use of Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and related collaboration platforms. • Provide technical and functional support for SharePoint sites, lists, document libraries, permissions, internal trackers, and digital collaboration spaces. • Assist in designing, improving, and maintaining internal digital workplace platforms that support collaboration, information sharing, service delivery, and operational efficiency. • Support Microsoft Teams collaboration spaces, channels, meeting practices, file sharing, and digital workspace organization. • Contribute to the standardization and improvement of internal digital workspaces, ensuring that tools are practical, user-friendly, and aligned with office needs. • Advise users and teams on the practical use of Microsoft 365 and digital workplace tools to improve productivity, reduce manual work, and enhance collaboration.

C. Cloud, Azure/Entra ID and Systems Support • Support user access, account-related issues, device readiness, group memberships, and basic Azure/Entra ID-related tasks in coordination with the ICT team. • Assist with cloud-based systems and corporate platforms used by the office, including access support, testing, issue tracking, and user feedback. • Support basic system administration tasks related to Microsoft 365, cloud applications, Adobe Admin, and other approved corporate platforms, as assigned. • Assist in maintaining reliable access to ICT systems, digital services, and cloud-based tools to support business continuity and staff productivity. • Support quality assurance and user acceptance testing for internal ICT systems and digital platforms before wider rollout. • Document system-related issues, configuration notes, user feedback, and recommended improvements to support continuity and knowledge transfer.

D. Power Platform, Automation and Digital Solutions • Support the design, development, testing, improvement, and maintenance of Power Apps, Power Automate workflows, digital forms, and internal process automation tools. • Work with ICT colleagues and business owners to understand operational needs and translate them into practical digital solutions that improve efficiency and service delivery. • Contribute to the enhancement of existing digital tools by collecting user feedback, identifying bugs, documenting change requests, and supporting solution improvements. • Support internal workflow automation initiatives that reduce manual effort, improve tracking, and enhance service quality. • Document solution logic, workflows, user instructions, known issues, and recommendations to ensure continuity, knowledge transfer, and easier maintenance. • Contribute to digital innovation and process improvement initiatives by identifying opportunities where automation or digital tools can improve office operations.

E. Power BI, Data Analysis and Reporting Support • Support the development and maintenance of Power BI dashboards, reports, and data visualizations for operational, management, and service monitoring purposes. • Assist with data preparation, dashboard testing, access support, refresh checks, and identification of data quality or reporting issues. • Support teams in using dashboards and reports for operational monitoring, analysis, and data-informed decision-making. • Provide technical guidance to users on how to interpret and use dashboards, reports, and data visualizations effectively. • Assist with the analysis and visualization of operational, programme, service, or management data, as required. • Support the use of approved AI, Copilot, or related productivity tools where they contribute to data analysis, reporting, knowledge management, or improved office efficiency.

G. Conferencing, Audiovisual and Meeting Support • Provide technical support for virtual, hybrid, and in-person meetings, workshops, and events. • Support the preparation, testing, live operation, and follow-up of conferencing and audiovisual technologies. • Assist with Microsoft Teams, Zoom, WebEx, and other approved conferencing platforms, as required. • Coordinate meeting room technology readiness to ensure smooth and professional meeting delivery. • Troubleshoot conferencing and audiovisual issues and coordinate with ICT colleagues, vendors, or service providers when needed. • Document recurring meeting support issues and recommend practical improvements to strengthen the reliability and quality of conferencing services.

• Accountability • Adaptability and flexibility • Creativity • Judgement and decision-making • Planning and organising • Professionalism • Self-management

At least 3 years of relevant professional experience in ICT support, helpdesk operations, digital workplace support, systems support, or related ICT functions. • Practical experience supporting end users in a professional office environment. • Good knowledge of Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications. • Experience supporting users with ICT equipment, standard applications, connectivity, conferencing tools, and digital workplace platforms. • Experience preparing user guidance materials, FAQs, troubleshooting notes, or basic training materials. • Strong customer service orientation and ability to communicate technical information clearly to non-technical users. • Strong problem-solving skills and ability to follow up on issues until resolution or escalation. • Good organizational skills, attention to detail, and ability to manage multiple support requests. • Excellent oral and written communication skills in Arabic and English. • Ability to work effectively in a multicultural environment and collaborate with staff across different functions. Desirable assets • Experience with Microsoft Azure / Entra ID, user access support, device readiness, or cloud-based administration. • Experience with SharePoint sites, lists, libraries, permissions, and digital collaboration spaces. • Experience with Power Apps, Power Automate, workflow automation, digital forms, or internal process improvement tools. • Experience with Power BI dashboards, data analysis, reporting, or data visualization. • Experience supporting AI, Microsoft Copilot, Copilot Studio, or similar digital productivity tools. • Experience supporting virtual, hybrid, or in-person meetings using Teams, Zoom, WebEx, or similar platforms. • Previous experience with the UN, international organizations, NGOs, or development-sector operations is an asset. • Relevant Microsoft, cloud, data analytics, IT support, or networking certifications are an asset.

Amman, the capital, is a peaceful city with over four million residents. People are friendly to visitors. Services in terms of banking, transportation, health and communications are easily available. Though Arabic is the official language, English is widely spoken among the majority of the population, especially in Amman. Road network is good both in terms of spread and quality of the roads. Public transportation in Amman is limited. Taxis are relatively cheap and easily available. There are a number of shopping malls, restaurants, gyms, and cinemas. A large variety of accommodation options can be found; however, it is worth noting that prices in Amman have generally increased in the past few years. There are no specific security threats. Amman is a very easy city in which to live; large, many amenities, very modern and serviced by an international airport with direct flights to most capital cities. According to the assessment of the UN Department of Safety & Security (UNDSS) Jordan is a family duty station (category A hardship).

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. National UN Volunteers are part of the insurance plan.

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Potential interview questions

Added 1 month ago - Updated 1 month ago - Source: unv.org