Help Desk Consultant (11.5 months) ICTD Digital Core, Valencia, Spain

Contract

This is a Consultancy contract. More about Consultancy contracts.

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 fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias, or favoritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic, and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education, and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. Therefore, the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

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.

Purpose of Activity/Assignment:

The purpose of this consultancy is to deliver first-level ICT support for digital workplace tools and peripheral systems to restore and maintain function, settle new staff and consultant arrivals, coordinate shared space utilization, and support virtual events.

This consultancy will be onsite at UNICEF’s Valencia Office and is expected to have a maximum duration of 11.5 months from the start date.

How can you make a difference?

Scope of Work:

The Help Desk consultant is expected to respond to support the provisioning of hardware and software, troubleshoot related glitches, and ensure compliance with all ICTD processes and policies throughout the hardware assets’ lifecycle.

This position reports to the Help Desk Associate at the GS-6 level.

Key responsibilities:

• Act as a primary focal point for the resolution of digital workplace tools and IT incidents.
• Fulfills local service requests.
• Conducts, moves, and changes with respect to new staff arrivals and relocation.
• Collaborates with the UNGSC to manage shared space and meet requirements on behalf of UNICEF.
• Supports video conferencing and other virtual events as required.
• Manages IT assets for the local office.

Work Assignment Overview

Tasks/Milestone:

Assist with fulfillment of users’ support requests and resolve technical issues:

• Respond to user queries and manage service and support requests that come through a range of networks, such as service management systems, email, chat, telephone, or in person.
• Provide Tier 1 technical support for IT systems, client hardware, and software. Following agreed procedures, identify, register, and categorize incidents. Gather information to enable incident resolution and dispatch incident tickets to Tier 2 support as required. Ensure timely closure of incident tickets to maximize customer satisfaction.
• Report incident patterns and assist with problem-solving by diagnosing problem sources through discussions with users and coordination with support, operations groups, and vendors.
• Provide delivery support for local, networked, and multi-function printing.
• Provide account management support such as account creation, termination, and other identity management activities.
• Assist with the deployment of Standard Hardware and Software in the office:
• Install standard computer images and client software components for onboarding users.
• Responsible for reassignment, relocation, and reconfiguration of user computers, as well as replacement and decommission of defective hardware. Backup and transfer end-user data if required.
• Support timely deployment of new hardware and client software standards in the office following relevant ICTD releases and change management procedures and guidance. Use the tools and techniques for specific areas of release and deployment activities and carry out early life support to newly deployed services.
• Support bi-directional feedback during development and early stages of product release among users, subject matter experts, release, and change unit.
• Provide support to office Voice and Video Conferencing Services:
• Support day-to-day operations and administration of the office’s unified communication services.
• Liaise with subject matter experts to plan and deploy technological enhancement, configuration changes, systems updates, and patches.
• Monitor availability and performance to ensure optimal use of telephony and video conferencing services in the office. Produce performance and usage reports as required.
• Provide 1st-level support to address issues related to voice and video conferencing services. Assist users with setup of ICT equipment in conference facilities, scheduling and supporting services during office critical meetings, webinars, and live events as required.

Manage ICT Asset Inventory:

• Liaise with office asset management focal point to ensure that owned or leased office IT assets are properly documented and maintained in the office IT asset inventory in accordance with office procedural requirements.
• Ensure receipt of new hardware, print, and tag IT devices, and initiate the asset tracking process in the office asset inventory system. Maintain records of provisioned devices.
• Produce hardware inventory reports for client computers for the Property Survey Board and assist with the decommissioning process.

Other duties supporting the Unit and Section’s needs:

• Assist with the write-ups of the Help Desk procedures, technical guidelines, and knowledge articles.
• Assist the Release, Problem, and Change Management functions with the handling of Service Gateway tickets and user communication.
• Assist with the relocation of VLC Office infrastructure to the new premises
• Assist in the ongoing project of building the Data Center infrastructure at the UN GSC base in Valencia.

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

Professional Experience/Knowledge/Expertise/Skills required:

• Bachelor of Science in the following relevant fields: Computer Science; Computer Engineering; Telecommunication engineering; Information Systems; Mathematics.
• A minimum of 6 years of relevant work experience in information technology is required, including: previous experience in IT Customer Support and Services, including the use of systematic methods of troubleshooting and analytical problem-solving service desk applications, and diagnostic tools.
• Work experience in development organizations with multi-cultural and diverse environments is desirable. Working experience with UN agencies is desirable.
• Knowledge or hands-on experience of various computer platforms and applications, such as Windows 10, Microsoft Office product suites, ServiceNow or equivalent applications, Office 365, IP Telephony voice and video conferencing services and collaboration, and mobile devices platforms (iOS and Android).
• Candidates who enjoy working with clients and show a high understanding of customer needs, a service-oriented approach, a flexible mindset, and a willingness for continuous learning will be regarded as highly noteworthy candidates.

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 an asset.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

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.

Click here to learn more about UNICEF’s values and competencies.

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.