Help Desk Assistant

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

Help Desk Assistant is to provide ICT support for users at country levels, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first- and second-line functions; Escalates incidents from users to Subject Matter Experts and ICT Management. Incumbent to maintain relevant documentation on incidents or problems through the procedures established on UNICEF’s IT Service Management platform (e.g., Service Gateway).

Within the delegated authority and under the supervision of ICT Manager or his designated mandated representative(s), the UNV Help Desk Assistant will:

1. Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions. a. Swiftly responds to incoming calls and communication for customer/business services, registers all incidents/queries, and provides first time answers and resolution as is possible. b. Dispatches service calls, in a timely manner, to the correct groups or SMEs as appropriate. c. Tracks and monitors the incident throughout its life cycle, including verification and closure. d. Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems. e. Analyzes problems, identifies alternatives, tests, and recommends solutions. f. Works with Business third line support to identify correct procedures and solutions in a timely manner.

2. Escalation is properly directed in a timely manner. a. Diagnoses and resolves Help Desk calls related to software/applications or hardware and escalates them to Help Desk third line, SME support or ICT Officer/Manager for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.

3. Assignments of additional duties and responsibilities are effectively performed. a. Performs any additional assignments as requested by the supervisor.

Furthermore, UN Volunteers are encouraged to integrate the UN Volunteers programme mandate within their assignment and promote voluntary action through engagement with communities in the course of their work. As such, UN Volunteers should dedicate a part of their working time to some of the following suggested activities:

• Strengthen their knowledge and understanding of the concept of volunteerism by reading relevant UNV and external publications and take active part in UNV activities (for instance in events that mark International Volunteer Day). • Be acquainted with and build on traditional and/or local forms of volunteerism in the host country. • Provide annual and end of assignment self-reports on UN Volunteer actions, results and opportunities.
• Contribute articles/write-ups on field experiences and submit them for UNV publications/websites, newsletters, press releases, etc. • Assist with the UNV Buddy Programme for newly arrived UN Volunteers; • Promote or advise local groups in the use of online volunteering or encourage relevant local individuals and organizations to use the UNV Online Volunteering service whenever technically possible.

• Professionalism • Integrity • Teamwork and respect for diversity • Commitment to continuous learning Communication • Flexibility • Accountability • Communication • Empowering Others • Integrity • Planning and organizing • Self-Management

information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. • Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. • Work experience in providing ICT support to remote users is an asset. Work experience in emergencies. • Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification).

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials.

Entitlement;

Entry lump sum: (onetime payment)USD 400 Volunteer living allowance: (per month)USD 1,319 Exit allowance ( for each month served, paid on successful completion of the assignment): USD 84 Medical and life insurance Cigna private insurance.

Leave Entitlements;

• Uncertified Sick Leaves: 7 days • Certified Sick Leave: 30 days • Annual leave: 2.5 days per month • Maternity Leave: 16 weeks • Paternity Leave: 10 days leave • Training and leaning Leave: 10 working