IT Associate (Local Help Desk), GS-6, Global Shared Services Centre, Budapest, Hungary

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about G-6 contracts.

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, results.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology.

GSSC has won the 2019 Business Services Firm of the Year in Hungary, one of 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

Information and Communications Technology (ICT) Associates perform procedural and some specialized activities pertaining to UNICEF’s ICT systems, which include desktop administration and server operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.

ICT Associates at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff.

ICT Associates are accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.

Summary of key functions:

Ensure timely and effective user support.

• Provide ongoing assistance in the operation and implementation of new systems.
• Perform first and second line support functions
• Administer data security for end user access to network and/or facilities and troubleshooting ad-hoc or software problems experience on the network or facilities.
• Escalate the problem the ICTD if required.
• Ensure all calls are recorded, responded to promptly and resolved within the specified time.

Assist in the installation, configuration, maintenance and operation of the ICT Infrastructure such as servers, datacenter, desktop computers, laptops, printers and other ICT equipment.

• Deploy and maintain end user hardware (e.g. servers, printers, desktop computers, laptops and other ICT equipment (excluding network equipment). This may require the incumbent to lift, move, mount, or store equipment.
• Ensure regular monitoring, analyzing and resolving of all problems related to hardware.
• Ensure all equipment is secured against network threats, protected against virus and backup schedules are adhered to.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested.

Coordinate and monitor the work of the helpdesk function for the effective and timely resolution of problems.

• Ensure adherence to UNICEF IT policies and procedures.
• Provide technical assistance to the GSSC.
• Assist in drafting technical documentation as necessary.
• Coordinate and monitor hardware calls with vendors.

Maintain and update Helpdesk calls database.

• Analyze and identify trends and root causes
• Address the issue of reducing the number of calls in terms of spares, training, guidelines, etc., based on the statistical analysis
• Track and monitor incidents throughout their lifecycle, including verification and closure.
• Analyze problems, identify alternatives, test and recommend solutions

Participate in beta testing of new applications and hardware and report on bugs and findings.

• Assist in global rollouts both in terms of implementation and user orientation/training as necessary
• Support project rollouts and implementation of new processes, including testing, debugging and implementation of new application and systems.

Maintain spares for better IT support.

• Coordinate with Operations in items (old and obsolete) for Property Survey Board (PSB.)

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

Completion of secondary education (i.e. high school diploma) is a minimum requirement, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.

Minimum of six (6) years of relevant work experience in information technology is required. A completed university degree from an accredited institution will be counted towards three (3) years of work experience requirements.

Systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT product and services, and use of applications and diagnostic tools is required.

Experience in maintaining and installing server operating systems (Windows Server 2012, 2016) and storage hardware, virtualization technologies is required.

Basic knowledge of PowerShell and scripting is required.

Good working knowledge of computer information systems, including PC operating systems (e.g. Windows 10), PC hardware and applications software, MS Office is required.

Familiarity to network building concepts and network devices is required.

ITIL Foundation Certificate or equivalent customer support certification is an asset.

Knowledge of cloud technologies is an asset.

Fluency in English (verbal and written) is required.

Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is a strong asset.

Applicants must be nationals of EU countries or in possession of a valid work permit. Please attach a copy of your work permit to your application submission.

General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.

For every Child, you demonstrate…

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability and the following core competencies:

• Demonstrates self-awareness and ethical awareness
• Drive to achieve results for impact
• Manages ambiguity and complexity
• Works collaboratively with others

View our competency framework at:

https://www.unicef.org/careers/media/1041/file/UNICEF%27s_Competency_Framework.pdf

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, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNICEF is committed to promote the protection and safeguarding of all children.