National Consultant: First Line Support Technician, Pretoria, South Africa, 12 months (Hybrid)

Contract

This is a Consultancy contract. More about Consultancy 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, EDUCATION.

Education | UNICEF South Africa

1. BACKGROUND

1.1 The P.L.A.Y. online in-service training and the ECD Info Hub are critical web-based platforms developed by UNICEF South Africa on behalf of the Department of Basic Education (DBE) to support their vision to improve early childhood development (ECD) in the country. These applications play a vital role in promoting access to quality ECD services and enhancing coordination and information among various stakeholders. 1.2 The P.L.A.Y. online in-service training is a free in-service ECD training course that was developed in partnership with the DBE, UNICEF, Cotlands and LEGO Foundation. The courses were developed with the aim of enhancing the capacity of ECD and Foundation Phase educators to facilitate learning through play pedagogies, and bridge the gap between educators, practitioners and parent skills abilities and knowledge to implement play-based learning. The application was developed and designed by Reach Digital Health. Reach Digital Health is still hosting and manintatining the platform for the duration of the PD with Cotlands, but have indicated that their companies is taking a different direction therefore not be servicing the platform as of 1st June 2024. 1.3 On the other hand, the ECD Info Hub serves as a central resource hub for professionals in the early childhood development sector, offering a comprehensive range of information, resources, and expertise. Its objectives include providing a single point of access to policy updates, programs, research findings, news, discussions, and opinions relevant to the field. Additionally, it aims to promote collaboration and knowledge sharing among stakeholders, fostering a sense of community and shared purpose. The platform was developed and finalised at the end of February 2024 but, has not yet gone live as it requires and host and maintenance service provider. 1.4 Originally, these platforms were intended to be hosted and maintained by the Department of Basic Education on their IT infrastructure. This requires the Department to have a cloud service, however, the Department of Basic Education has since not been able to secure a cloud service due to security risk policies that binds the Department. The Department of Basic Education indicated that they currently lack the necessary capacity, both in terms of human resources and financial resources, to provide full support and maintenance for these applications.

How can you make a difference?

2. PURPOSE OF THE ASSIGNMENT

2.1 The purpose of this assignment is to provide technical support, including capacity development within the Department of Basic Education ECD Directorate, on the first line/software helpdesk support of the P.L.A.Y. online in-service training, ECDmobi app and ECD Info Hub in accordance with the Department of Basic Education policies and procedures.

2.2 Objectives: (a) To provide First Line Support on the three platforms P.L.A.Y. online, ECD Info Hub and ECDmobi (b) To work closely with Second Line Support (the service provider hosting the apps) (c) To managing the life cycle of support requests through to resolution (d) To monitor system performance, security, and availability, and take proactive measures to raise any issues or vulnerabilities to service provider (e) To develop and implement capacity support within the Department of Basic Education on the IT related technical aspects for the sustained implementation of P.L.A.Y. online in-service training and ECDmobi.

3. SCOPE OF WORK

3.1 The consultant shall execute the assignment in line with the purpose and objectives contemplated above and the specific activities below that guide this assignment in relation to the P.L.A.Y. online in-service training, ECDmobi app and ECD Info Hub (“the platforms”) under the joint supervision of UNICEF’s Education Manager (ECD) and the Chief Directorate/ Directorate responsible for Early Childhood Development at the Department of Basic Education.

(a) Providing First Line Support on all three platforms

(i) Be the first point of contact to the company's user base (ii) Respond to all queries of the three platforms between 24-48 hours (workdays) (iii) Be responsible for the capturing of user requests from varied inbound sources into the Departments system. (iv) Required to ensure that every opportunity that can result in a first call resolution is taken in a bid to achieve the First Call resolution rate defined per user. (v) Analyze the reported fault and complete detailed diagnostics in an attempt to resolve the problem via available channels. (vi) A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault. (vii) Understand the sensitive nature of user’s support offering and ensure that all tasks and actions are done so with honesty and integrity. (viii) Document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.

(b) In the event that diagnosed query cannot be resolved, the First Line Support technician must ensure that the request is correctly and efficiently assigned to the correct resolver group.

(c) Managing the life cycle of support requests through to resolution

(i) Ensure the user is issued with a reference number for every incident logged. (ii) Accountable for effective, detailed and accurate request capturing (iii) Accountable to confirm customers’ information

(d) Monitor system performance, security, and availability, and take proactive measures to raise any issues or vulnerabilities to service provider

(i) Check the functionality of all three platforms daily (working days) (ii) Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference (iii) Submit monthly reports on queries and resolution times of all applications

(e) In consultation with relevant officials in the Department of Basic Education’s IT and ECD Directorates, UNICEF and service provider:

(i) develop a detailed plan for a capacity development programme for officials to ensure that all relevant training related completed for the Department of Basic Education to be approved by the Department of Basic Education. (ii) implement the capacity development programme for officials to ensure that all relevant training related is completed for the Department of Basic Education (iii) develop and/or adapt related manuals and support materials that will ensure institutional knowledge is embedded within the department. (iv) Regular review of the implementation of the capacity development programme with the Department of Basic Education and UNICEF as to ascertain status and priority areas.

(f) Any other responsibility not mentioned above in relation to the achievement of the goal and objectives related to this assignment.

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

• A minimum Diploma level qualification in ICT or related
• A minimum of three years of relevant professional experience in Service Desk Support, ICT first line support
• Microsoft certification will be an added advantage
• Must show excellent communication, analytical and troubleshooting skills
• Fluency in English is required. Knowledge of a local language is an asset
• Must show a good understanding between Software, Application and Infrastructure components in an IT environment
• Must understand the concept of service level agreements and operational level agreements
• Excellent data capturing and typing skills
• Excellent interpersonal skills
• Proactive and energetic approach to work
• Ability and commitment to work under tight timeframes

For every Child, you demonstrate…

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

To view our competency framework, please visit here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

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.

Individuals engaged under a consultancy will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants. Consultants are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.