ICT Helpdesk Intern

Contract

This is a Internship contract. It usually requires 0 years of experience, depending on education. More about Internship contracts.

General Background

The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners' peacebuilding, humanitarian, and development projects around the world. Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement, and infrastructure services to a wide range of governments, donors, and United Nations organizations. With over 6,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical, and management knowledge they need, where they need it. By implementing around 1,000 projects for our partners at any given time, UNOPS makes significant contributions to results on the ground, often in the most challenging environments.

Background Information - Job-specific

ICT Helpdesk or Global Helpdesk

The HQ ICT Helpdesk, also known as the Global Helpdesk, supports all HQ based employees as well as numerous remote staff in various locations globally. In addition, it supports ICT focal points globally with a number of services including advisory services, problem escalations, project rollouts, global ICT initiatives as well as running the global ICT community where the nearly 100 ICT focal points can interact together and share information. Our aim is to keep user downtime at the lowest possible at all times on a global scale.

Functional Responsibilities

At UNOPS, interns join our teams as equal members and are offered a good mix of support work and independent assignments with substantial responsibility. Under the direct supervision of the ICT Helpdesk Coordinator, the intern role is to support the activities aimed at increasing ICT Helpdesk capacity.

Duties and Responsibilities

**1. Support with ICT client services and administration guaranteeing quality, efficiency and availability

Provision of quality, proactive and agile helpdesk support**

The main functions of the Programme Management Office (PMO) Intern include: - Support with ICT client services and administration. - Ensures efficient and effective ICT client services, management and administration, focusing on achieving the following results:

Provide first line technical support by telephone, email, and in person.

Logging support calls and customer follow-up as appropriate.

Support users in the use of equipment and standard IT applications regularly used in UNOPS.

Support maintenance of inventory of ICT hardware and software in HQ.

Effective functioning (installation, operation and maintenance) of all UNOPS hardware equipment, approved software and application of updates and patches in a timely manner.

Desk ICT setups for internal office moves and for new staff.

Addressing and improving common areas of concern.

Facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ ICT personnel, as required.

Provision of (including but not limited to) relevant admin support to ICT Associate and ICT Coordinator.

2. Training components and learning elements: a) Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in ICT services.

b) Collaborate in Guaranteeing the security of information at all times, including confidentiality and availability

Availability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity.

Confidentiality: Ensure confidentiality, integrity and availability of UNOPS ICT systems and UNOPS information assets.|

Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available.

c) Provide implementation support for ICT projects from HQ and basic ICT support for HQ supervised staff.

Collaborate in the training of users in the use of ICT tools and promote effective adoption.

Implementation: Collaborate in the correct implementation and subsequent evaluation of the ICT projects promoted from HQ.

Support to projects: Provide basic support / advice / research, including implementation activities in various ICT initiatives/projects.

User training: Provide courses and documentation that ensure the empowerment of users to use ICT tools in the most appropriate and efficient way.

d) Participation in training courses

• The incumbent will have access to the UNOPS Learning Zone and can access training in various Programme Management, Gender Mainstreaming, Coaching, and mandatory training as per UNOPS policy.

Education/Experience/Language requirements

1. Academic qualifications

• The applicant should have completed a Minimum First level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three (3) years prior to the start date of the intern assignment.
• Area of study should preferably relate to computer sciences, communications, or customer service.
• Prior troubleshooting and customer service experience is highly desirable.

2. Language Skills

• Excellent command of written and spoken English is required.
• Any other UN language would be an asset.

3. Computer Literacy

• Proficiency in Google Workspace and Microsoft Office is essential. Experience with AD user management is desirable. Strong problem solving skills and willingness to learn about new technologies.

4. Internship-related experiences

• While no prior work experience is required, some experience in customer service, IT problem solving, project management, administration or related fields would be an asset.

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration - Internship

Contract type: Internship Contract level: N/A Contract duration: 6 months

This internship is not designed to lead to a staff position with UNOPS. Therefore, there should be no expectation of employment at the end of the internship.

Interns may be eligible for a monthly stipend from UNOPS provided that they do not receive funds from other institutions. Further, UNOPS may provide a one time travel lumpsum of 500 USD. However, they must make their own arrangements for accommodation, travel and necessary visa arrangements.

For more details about UNOPS internships please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Internships-and-volunteering.aspx