Information Technology Assistant/Service Desk Technician

Contract

This is a UNV International Specialist contract. This kind of contract is known as International UN Volunteer. It is normally internationally recruited only. More about UNV International Specialist contracts.

Eligibility criteria

Minimum age: 25 years old. Nationals of the country of assignment are not eligible, except the assignments in Headquarters duty stations.

Description of task

Under the direct supervision of the Chief Service Management Unit and overall supervision of the Chief Field Technology Section, the UN volunteer will undertake the following tasks:

a. Timely and effective IT technical assistance and support to the users including software/hardware installation and operational support Serving as the first point of contact for the users seeking technical assistance:

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by users.

• Walk the users through the problem-solving process.

• Direct unresolved issues to the next level of support personnel, where and when appropriate.

• Pass on any feedback or suggestions by the users to the supervisor.

• Modify configurations, utilities, software default settings, etc. for the local workstation.

• Assist with onboarding of new users.

• Install, test and configure new workstations, peripheral equipment and software.

• Manage PC setup and deployment for new Staff using standard hardware, images and software.

• Perform timely workstation hardware and software upgrades as required.

b. To provide timely and effective common IT support related to computers and peripherals

• Provides user support for 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 ICT Specialist informed of notable trends, solutions, fixes, delays that are in effect and any new processes.

• Provides support for Conference room and Video Conference setup.

• Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems.

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Identify and suggest possible improvements on procedures

• Report issues to the IT unit for escalation.

• Perform other tasks as directed by the Supervisors.

Qualifications/Requirements

Required degree level:

Bachelor degree or equivalent

Education - Additional Comments:

Bachelor degree in Information Technology or equivalent diploma/certificate from Polytechnic or college in telecommunications.

Required experience:

60 Months

Experience remark:

At least 5 years’ experience working with IT systems.

• Good technical knowledge of hardware and software on information technology infrastructure, servers, workstations, desktop PCs, and peripherals; and in all areas relevant to advanced technology especially in development of office automation applications in a stand-alone and LAN environment.

• Good background in SharePoint and Information Technology Infrastructure Library (ITIL);

• Good interpersonal skills

Language skills:

• English(Mandatory), Level - Fluent

Area of expertise:

Other information and telecommunications technology experience

Area of expertise details:

Serve as the first point of contact for customers seeking technical assistance over the phone or email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determining the best solution based on the issue and details provided by customers.

Assist to ensure that there is provision of IT services and systems to all staff members to facilitate their day-to-day functions in support of the mission's mandate.

Good technical knowledge of hardware and software on information technology infrastructure, servers, workstations, desktop PCs, and peripherals; and in all areas relevant to advanced technology especially in development of office automation applications in a stand-alone and LAN environment.

Good background in SharePoint and Information Technology Infrastructure Library (ITIL);

Driving license:

Yes

Competencies values:

Accountability, Client Orientation, Communication, Judgement and Decision-making

Application procedure:

* Not yet registered in the UNV Talent Pool?

First register your profile at https://vmam.unv.org/candidate/signup.

Important: After creating your account, complete all sections of your profile and submit it. Then go to ‘My Page’ at https://vmam.unv.org/candidate/mypage and click on the ‘Special Calls’ hyperlink. Lastly, select the special call to which you would like to apply.

* Already registered in the UNV Talent Pool?

First update your profile at https://vmam.unv.org/candidate/profile.

Then go to ‘My Page’ at https://vmam.unv.org/candidate/mypage and click on the ‘Special Calls’ hyperlink to select the special call to which you would like to apply.

Application deadline: 13 January 2021