IT Helpdesk Assistant
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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 direct supervision of UNDP ICT Analyst, the IT Helpdesk Assistant will undertake the following tasks:
A. First level support • Provide first-level technical support to staff for hardware, software, network, email, Microsoft 365 and other IT-related issues. • Receive, record, troubleshoot and resolve user requests through the IT service desk/ticketing system. • Escalate complex or unresolved incidents to the ICT Analyst/IT team or relevant service provider.
B. Computer and User Support • Install, configure and maintain desktops, laptops, monitors, printers and other IT equipment. • Support Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive and other approved applications. • Assist users with password, MFA, account and basic access-related issues in accordance with established procedures. • Prepare computers, accounts, peripherals and other IT equipment for new staff. • Assist with collection of IT equipment and disabling/revoking access during staff separation, following established ICT and security procedures.
C. Network and Connectivity Support • Perform basic troubleshooting of LAN, Wi-Fi, VPN and Internet connectivity. • Check network connectivity, cables, CCTV, access points and user network configurations. • Escalate ISP, firewall and infrastructure issues when required.
D. IT Service Management • Monitor the helpdesk queue and ensure incidents and service requests are properly documented and followed up. • Maintain accurate ticket information, resolution details and escalation records. • Identify recurring issues and report them to the ICT team for corrective action. • Maintain accurate records of IT equipment, software and assigned assets. • Support equipment deployment, collection, relocation and disposal.
E. ICT Operations Support • Assist with ICT equipment setup for meetings, training, workshops and official events. • Support video conferencing, meeting-room equipment, printers and other shared ICT facilities. • Assist with ICT activities during office moves, relocations and emergency/DR exercises.
☒ Adaptability and Flexibility ☒ Building Trust ☒ Client Orientation ☒ Commitment and Motivation ☒ Commitment to Continuous Learning ☒ Communication ☒ Creativity ☒ Empowering Others ☒ Ethics and Values ☒ Integrity ☒ Judgement and Decision-making ☒ Knowledge Sharing ☐ Leadership ☒ Managing Performance ☒ Planning and Organizing ☒ Professionalism ☒ Respect for Diversity ☒ Self-Management ☒ Technological Awareness ☒ Vision ☒ 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 Microsoft365 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
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.
Good customer-service orientation
No certification required but having one or more certifications linked to at least one of the topics below is a plus: o CompTIA A+ o ITIL 4 Foundation o ITIL certification o Microsoft 365 / Windows certification o Cisco Certifications
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.
Added 29 days ago
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Updated 21 days ago
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Source:
unv.org
