ICT Associate

Volunteering IT & Telecom

Overview

Support UNICEF’s ICT systems and provide user support.

You have:

• Minimum of 2 years of experience in ICT support or related field.
• Fluency in English (writing and speaking).
• Knowledge of network systems.
• Understanding of ICT security principles and data protection.
• Ability to manage multiple tasks and prioritize requests.
• Strong attention to detail in maintaining documentation.
• Customer service orientation ensuring timely support.
• Adaptability to evolving operational needs and technologies.

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.

The ICT Associate will support UNICEF’s ICT systems by ensuring efficient desktop administration and ICT operations in line with organizational policies and standards. The role involves installing, configuring, and maintaining ICT components, providing user support and orientation, managing documentation and ICT inventories, and handling user service requests. All tasks will be performed in a timely manner and in compliance with UNICEF’s ICT rules and service standards to ensure effective and reliable ICT service delivery

Under the close supervision and guidance of the Senior ICT Associate, the UN volunteer will perform the following tasks:

• Being Backup of Sr ICT Associate • Timely and effective Help Desk support is provided related to UNICEF personal computers and peripherals as well as Collaboration site management. • Effective support is provided for the implementation of IT initiatives • Periodic and ad hoc reports timely produced for the use by the Global Help Desk, RO or CO • Contribution made to enhance user service support and experience • General User support

1. Timely and effective Global Help Desk second-line support is provided related to UNICEF personal computers and peripherals

• Providing first-level support that includes receiving, processing, and logging service requests. • Managing the lifecycle of ICT incidents assigned to him/her in the service management tool. • Effective support is provided for the implementation of IT initiatives • Creating and assigning work orders. • Maintaining and updating files (electronic and paper) and internal databases and collaboration Sites. • Maintaining ICT inventory, manuals, and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

2. Effective support is provided for the implementation of IT initiatives

• Assists in planning and implementing new IT initiatives or migration projects, including rollout of new installations, and upgrades of hardware, software, or operating systems. Works closely with Release Management, IT trainer, Computer Focal Points, and IT sections to ensure the success of implementation. • Provide input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standards.

3. Periodic and ad hoc reports timely produced for the use by the Global Help Desk, RO, or CO

• Produce periodic (weekly, monthly) and ad hoc reports including problem and incident service call information analysis

4. Contribution made to enhance user service support and experience

• Provides quality support and guidance to users. Convey and support articles/emails from Customer Service. • Ensures application/compliance of IT policies, security, and guidelines, established processes and procedures by all team members.

• Support in learning & capacity development. Manage training and courses for staff members to ensure staff development in ICT in compliance with UNICEF rules and regulations.

5. General support

• Drafting and/or processing a variety of correspondence and other communications with vendors, and partners.

• Setting up and maintaining ICT files/records (electronic and paper)

• Maintain and generate automated databases containing ICT-related statistics and generating periodic reports, and perform a variety of administrative duties (e.g. CCTV backup, Door access cards Management, etc.)

• Any other related tasks as may be required or assigned by the supervisor.

Furthermore, UN Volunteers are required to: • 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; • Reflect on the type and quality of voluntary action that they are undertaking, including participation in ongoing reflection activities; • 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 ☒ Commitment and Motivation ☒ Teamwork and respect for diversity ☒ Commitment to Continuous Learning ☒ Communication ☒ Commitment towards UNICEF’s mission and vision, as well as to the UN Core Values ☒ Integrity ☒ Flexibility ☒ Knowledge Sharing ☒ Planning and Organizing ☒ Respect for Diversity ☒ Self-Management ☒ Organizational Awareness ☒ Working in Teams

• Knowledge of network systems • Understanding of ICT security principles, data protection, and safe computing practices • Excellent ability to communicate technical information clearly to non-technical users. • Strong customer service orientation, ensuring timely and effective user support. • Teamwork and collaboration skills to work effectively within a multicultural environment • Ability to manage multiple tasks and prioritize requests in a fast-paced environment. • Strong attention to detail in maintaining technical documentation and ICT records. • Time management and ability to meet deadlines under minimal supervision. • Fluency in English (writing and speaking) • Accountability and integrity in managing ICT systems and resources. • Drive for results and proactive approach to service delivery. • Adaptability and flexibility to evolving operational needs and technologies • Capacity to identify system improvements and recommend practical solutions

Kigali, the capital of Rwanda, has experienced remarkable rejuvenation and stability, evident upon arrival in the city. While motorcycle taxis are the fastest mode of transport, they're not recommended without your own helmet, though some provide helmets. Standard taxis, marked with yellow stripes, are another option, with many operated by Kigali Taxi Service or Kigali Airport Taxis. Public transportation is affordable and efficient, with new and well-maintained buses available, and prepaid cards can be purchased at bus stations. Rental cars are also available due to significant investment in infrastructure, leading to minimal congestion. Accommodations in Kigali are readily available and meet relevant standards, with recreational facilities like swimming pools also accessible. Shopping options include various shops and markets offering essential items, imported goods, home furnishings, electrical appliances, and vehicle spare parts. The city boasts both public and private health facilities, such as King Faisal Hospital and Legacy Clinic, equipped to handle emergencies and affiliated with CIGNA insurance. Kigali is considered exceptionally safe, with emergency numbers like 999 for police, 111 for fire fighters, and 112 for general emergencies, and 113 for traffic accidents.

The UNV Programme offers monthly living allowance covering basic needs like housing, utilities, transportation, and communication. The purpose of the allowances and entitlements paid to UN Volunteers is to enable them to sustain a secure standard of living at the duty stations in line with United Nations standards without incurring personal costs. The allowances are in no way to be understood as compensation, reward, or salary in exchange for the UN Volunteer’s service.

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Potential interview questions

Added 6 months ago - Updated 6 months ago - Source: unv.org