Information Comm. Technology Assistant, GS-5, TA ( 6 meses). Quito-Ecuador

Contract

This is a G-5 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 5 years of experience, depending on education.

Salary

The salary for this job should be more than 2,073 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

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, Technology

Help Desk Assistant is accountable for the delivery of effective and efficient Global Help Desk second line support services to all New York HQ locations. Responsible for diagnosing, resolving or escalating Global Help Desk calls related to IT applications or processes redirected from the GHD first line support in a timely manner. The incumbent provides call documentation and reports for the Global Help Desk; Supports migration related to new technologies; and provides support and guidance to users.

How can you make a difference?

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

• Provides second line user support for all UNICEF desktop computers, printers and laptops/notebooks, docking stations, peripherals and handhelds. Resolves and closes all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.

• Keeps the users informed of their calls' status as appropriate.

• Keeps all Help Desk staff informed of notable trends, solutions, fixes, delays that are in effect and any new processes.

• Provides support for Conference room and Video Conference setup.

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

• • Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, 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.
• Provides input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard.

3. Documentation on Help Desk support processes and procedures kept updated to maintain internal resource database

• Assists to create, update and organize documentation on Help Desk support processes and procedures, and to maintain internal resource databases for common utilities used by the Help Desk Analysts. Contributes to update of the database for known errors, fixes, solutions and workarounds maintained by Problem Management.

4. Periodic and ad hoc reports timely produced for the use by Global Help Desk

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

5. A contribution is made to the enhancement of user service support and guidance.

• Provides quality support and guidance to users. Draft computer related articles for Customer Service Newsletter/Help Desk Express. Actively participates in user training sessions, and Computer Focal Point meetings and workshops to help them better respond to queries from users.

• Ensures application/compliances of IT policies and guidelines, established processes and procedures by all team members.

6. Message Broadcast mailbox and broadcast messages are kept monitored in accordance with the policy.

• Monitor the Message Broadcast mailbox and broadcast messages to New York staff and/or field offices in accordance with the established policy. Routinely clean-up the mailbox.

7. Assignments of additional duties and responsibilities are effectively performed.

• Performs any additional assignments as requested by the supervisor.

To qualify as an advocate for every child you will have…

• Education : University degree in level in Computer Science, Information Systems, Telecommunication, Engineering. Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification). ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Work Experience : Five years practical work experience in information technology, requiring systematic methods of troubleshooting and analytical problem solving. Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools. Practical experience in providing technical and business Customer Support and Services. Practical experience and working knowledge of various computer platforms and applications. Work experience in emergencies.
• Language Proficiency : Fluency in English and another UN language. Knowledge of the local working language of the duty station is an asset.
• Technical Knowledge:
  • Practical knowledge of computer programming, software information management, data processing applications, database development, network administration, data communications, telecommunications, hardware and software installation, service management, end-user assistance, preparation of end-user documentation and manuals.
  • UNICEF Field Offices environment and use of ProMS and/or SAP
  • Knowledge of Help Desk tools and processes
  • Practices and principles of services management
  • Systems rollout and implementation in large scale IT environment
  • Practices and principles of systems support
  • Practices and principles of IT analysis, planning, design, implementation and problem resolution
• Technical Knowledge to be Acquired/Enhanced

• Understanding of UNICEF IT policies, procedures and guidelines (including Information Security Policy, Standards and Electronic Code of Conduct).

• Understanding and keen awareness of trends and development in information technology fields.

• Understanding of UN Mission and system; and International Code of Conduct

• Understanding of UNICEF Mission Statement and observance of UNICEF Guiding Principles.

For every Child, you demonstrate...

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

The competencies required for this post are:

1. Builds and maintains partnerships (1)
2. Demonstrates self-awareness and ethical awareness (1)
3. Drive to achieve results for impact (1)
4. Innovates and embraces change (1)
5. Manages ambiguity and complexity (1)
6. Thinks and acts strategically (1)
7. Works collaboratively with others (1)

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 be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.