ICT Helpdesk Assistant

Contract

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

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. This is why 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.

Under the direct supervision of Project Officer, ICT Infrastructure and Helpdesk, the National UN Youth Volunteer provides ICT and administrative support services to the helpdesk unit under Operational Analysis and Technology Center (OATC), provides daily technical support to users of information management tools. He/She promotes a client-oriented approach.

He/She works in close collaboration with the rest of the Helpdesk team, OATC colleagues, and other centers within supply division for resolving complex ICT- related issues, specifically but not limited to: • Support for the effective setup and functioning of the supply division (SD) clients’ endpoint hardware, including but not limited to laptops, desktops, printers, mobile phones, etc. • Support for the effective setup and functioning of the SD clients’ software packages, including but not limited to Microsoft Office Suite of applications, Adobe Acrobat Suite, some cloud-based applications/services (acquired and in-house built), etc. • Supports the implementation of ICT management systems and strategies, focusing on achievement of the following results: • Compliance with corporate information management and technology standards, guidelines, and procedures for the division’s technology environment. • Support in the provisioning and maintenance of the division’s users of UNICEF ERP system (VISION and associated services). • Provision of inputs to the center’s administrative business processes mapping and implementation of the internal standard operating procedures (SOPs); • Provision of inputs to preparation of results-oriented workplans. • Support in the facilitation of knowledge building and sharing amongst both helpdesk colleagues and other users within SD, focusing on achievement of the following results: • Participation and assistance in the organization of training for the SD staff on ICT issues. • Sound contributions to knowledge networks and communities of practice. • Support in the maintenance of an up-to-date inventory of software and hardware. • Support in the maintenance of a library of ICT related reference materials. • Support in the maintenance of the inventory and stock of supplies and spare parts in the unit. • Provision of ICT support to key events. • Any other related tasks as may be required or assigned 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.

Results/Expected Outputs:

As an active UNICEF team member, efficient, timely, responsive, client-friendly, and high-quality support rendered to UNICEF and its beneficiaries in the accomplishment of her/his functions, including: • The key results have an impact on the overall efficiency of the center, including improved business results and client services. • Forward-looking, this position is expected to have a positive impact on the organization of users’ support, knowledge sharing, and information provision. • Age, Gender and Diversity (AGD) perspective is systematically applied, integrated and documented in all activities throughout the assignment • A final statement of achievements towards volunteerism for peace and development during the assignment, such as reporting on the number of volunteers mobilized, activities participated in and capacities developed.

• Professionalism. • Integrity. • Teamwork and respect for diversity. • Commitment to continuous learning. • Planning and organizing. • Communication. • Flexibility. • Genuine commitment towards the principles of voluntary engagement, which includes solidarity, compassion, reciprocity and self-reliance; and commitment towards UNICEF’s mission and vision, as well as to the UN Core Values.

the area of information and communication technology, 1-2 years of relevant experience in users’ support. o Demonstrated interest and/or experience (up to 2 years) in IT support and service management. o Motivated to contribute towards peace and development and to serve others; o Good interpersonal, networking and communication skills; o Willingness to contribute and work as part of a team; o Flexible and open to learning and new experiences; o Respect for diversity and adaptability to other cultures, environments and living conditions; o Previous experience as a volunteer and/or experience of another culture, (i.e. studies, volunteer work, internship) would be highly regarded; o Computer skills (i.e. Word, Excel, PowerPoint, social media, and others). o Working knowledge of other UN languages is an advantage.

As this is a national UN Volunteer assignment, it is expected that the selected person is already familiar with Denmark and associated culture & traditions, weather, and other living condition. The UN Volunteer will be responsible for arranging for his/her own housing, transport, and other living essentials.

Denmark is a unique country and UNICEF is a unique (humanitarian) operation. It provides for an interesting and enriching environment, but also requires a mature level of cultural awareness, as well as more stamina and commitment than elsewhere to make life comfortable and affordable. Therefore, flexibility and the ability and willingness to live and work in harsh and potentially hazardous conditions, involving physical hardship and little comfort, are essential.

UN Volunteer entitlements and allowances: The purpose of the allowances and entitlements paid to UN Volunteers is to enable UN Volunteers 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. Contingent on specific eligibility criteria, location of the volunteer assignment and contractual type and category, the payment of allowances will begin from the date of Commencement of Service For more information on entitlements please read the Condition of Service (https://explore.unv.org/cos). For information specific to your assignment please see below:

Monthly Living Allowance (Per month): DKK 18,953.83 Entry lump sum (one-time payment): USD 400 Exit allowance (for each month served, paid on completion of contract): DKK 1,974.35 Medical and life insurance: Cigna Private Insurance

Leave entitlements: Annual leave: 2.5 days accrued per calendar month Certified sick leave: 30 days per consecutive 12 months Uncertified sick leave: 7 days per 12 months assignments and 4 days for shorter assignments Learning leave: 10 working days per consecutive 12 months Maternity Leave: 16 weeks Paternity Leave: 10 days