IT Helpdesk Assistant

Volunteering IT & Telecom

Overview

Provide first level IT support and manage incidents efficiently

You have:

• Proficiency in MS Office (Word, Excel, Power Point)
• Excellent analytical skills for problem determination and resolution.
• Ability to remain calm and courteous in demanding situations.
• Ability to manage multiple priorities.
• Knowledge of Agile as a framework and/or methodology
• No certification required but having one or more certifications linked to IT qualifications is a plus

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 programme builds on the UNDP position as a trusted partner in PNG. It supports government endeavors for realizing key development principles enshrined in the national constitution based on mutual respect, dignity, equity, integrity, non-violence and dialogue.

Guided by the Programme, the Country Office’s policy, advisory, programmatic, and implementation services focuses on the following areas:

• Equality for women and girls • Peace, governance and social cohesion • Sustainable economic transformation • Environment and climate change

The country office is located in the capital city Port Moresby and hosts approximately 80 personnel. UNDP also maintains project office presence in Buka (Autonomous Region of Bougainville), Mendi (Southern Highlands Province), Wewak (East Sepik Province) and Wabag (Enga Province).

Under the supervision of the UNDP ICT Associate, the IT Helpdesk Assistant will:

• Serve as a first point of contact for the ICT Helpdesk and handle all first level support within the ICT • Act as a service desk to service requests and incidents and escalates to teammates when required. • Work with other team members in incident and problem management activities. • Desktop Administration and Configuration in accordance with established procedure – Troubleshoot and resolve any hardware, software, or connectivity problem with minimum delay. • Assist in network support, Troubleshoot, clean, and repair/rebuild ICT equipment. • Assist in provision of ICT support to key events including meetings and workshops/ conferences, both offline and online. • Support in monitoring network connection daily to ensure a reliable network infrastructure. • Assist with equipment replacement and disposal activities. • Support in the preventive maintenance of communication devices and printers • Receives, unpacks, and inspects all incoming ICT assets. • Assist in inventory and stock of supplies and spare parts management in cooperation with the Admin and Procurement Teams including the maintenance of an up-to-date inventory of the software and hardware. • Solicits multiple quotations from various vendors, document preparation for procurement process. • Keeps abreast of developments in technology both in the UN and in the industry.

• Accountability • Adaptability and Flexibility • Building Trust • Client Orientation • Commitment and Motivation • Commitment to Continuous Learning • Empowering Others • Ethics and Values • Integrity • Judgement and Decision-making • Knowledge Sharing • Managing Performance • Planning and Organizing • Professionalism • Respect for Diversity • Working in Teams

• Ability to use standard office equipment such as printers, photocopiers and scanners. • Knowledge of standardized business support work routines and methods. • Knowledge of standard office software packages, e.g., MS Office Products and Microsoft 365 Suite of Applications, including MS Word/ Excel 365, etc. • Uses tact and courtesy to give and receive information with a variety of individuals. • Good attention to detail in order to identify discrepancies in the system. • Ability to work to deadlines and follow clear instructions

Skills

• Proficiency in MS Office (Word, Excel, Power Point) • Excellent analytical skills for problem determination and resolution. • Ability to remain calm and courteous in demanding situations. • Ability to manage multiple priorities • Knowledge of Agile as a framework and or methodology • Ability to work independently, as well as cooperate with others. • No certification required but having one or more certifications linked to at least one of the topics below is a plus:

• IT Project Management or Project Management Professional or any other IT Qualifications
• Project Management certification
• Certified Business Analyst
• Software development in Object Oriented mode (python, Java etc.).
• ITIL certification
• Relational database, NoSQL database, Object oriented database
• Web development (front-end and / or back-end)
• IDE (Integrated Development Environment) and technological framework
• Repository and packaging tools / platforms like GitHub
• Fast / Gigabit Ethernet network implementation
• Business analysis and / or business information system
• Switch configuration, support and problem analyzing and solving etc.
• Data management: good knowledge of excel.
• Cisco Certifications would be an added advantage

The duration of your assignment is indicated above with the possibility of extension subject to availability of funding, operational necessity and satisfactory performance. However, there is no expectation of renewal of the assignment.

This position is based in the UNDP country office in Port Moresby, Papua New Guinea. Port Moresby is a city known for high criminality, and caution must be exercised during all displacements. The office provided safe working environment, transportation between the office and the residence of the staff is mainly done with shuttles that drop each staff member at his/her residence.

The applicable Volunteer Living Allowance is provided monthly to cover housing, utilities and normal cost of living expenses. Life, health and permanent disability insurance are included) and final repatriation (if applicable).

Furthermore, in non-family duty stations that belong to hardship categories D or E, as classified by the ICSC, a Well-Being Differential (WBD) monthly will be provided.

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: unv.org