ICT Associate

United Nations Children's Fund

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Description

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How can you make a difference?? 

General ICT / Office Support:

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

Activities include:

  • Providing first-level support that includes receiving, processing and logging service requests.
  • Managing lifecycle of ICT incidents assigned to him/her in service management tool.
  • Providing support in conferencing with ICT and audiovisual equipment as and when requested. This may require the incumbent to lift, move, mount, or store equipment.
  • Creating and assigning work orders.
  • Maintaining and updating files (electronic and paper) and internal databases.
  • Maintaining ICT inventory, manuals and other documentation.
  • Coordinating with external service providers and vendors to ensure timely resolution of ICT issues and procurement of ICT equipment.

ICT Administration:

  • 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.

Activities include:

  • Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
  • Assisting in routine operation and monitoring of server systems.
  • Providing second-level user support/troubleshooting.
  • Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
  • Performing backups of servers following standard backup procedures.
  • Assisting in the generation of computer reports.
  • Providing on-the-job orientation for users in the use of ICT systems.
  • Ensuring cybersecurity measures and protocols are followed and assisting in the management of security incidents.

Digital Workplace Support

Activities include:

  • Configure and manage SharePoint sites and OneDrive for Business.
  • Ensure proper permissions and access controls to protect sensitive information.
  • Provide user support and training for effective document sharing and collaboration.
  • Manage settings and configurations for Microsoft Teams, including creation of teams and channels.
  • Support and troubleshoot issues related to Teams, Outlook, and other communication tools.
  • Promote and facilitate the adoption of digital tools and platforms to enhance productivity and collaboration.

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

Minimum requirements:

Education:

  • Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
  • ITIL Foundation Certificate or equivalent customer support certification is an asset.
  • Microsoft 365 Certifications such as (Fundamental, Modern Desktop Adim, teamwork Admin) would be an asset.

Work Experience:

  • A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
  • Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
  • Practical experience in providing technical and business Customer Support and Services is required.
  • Practical experience and working knowledge of various computer platforms and applications is required.
  • Experience in managing IT projects and coordinating with cross-functional teams.

Skills

  • Good knowledge of UNICEF’s ICT regulations, rules and procedures as well as systems and applications. 
  • Good working knowledge of computer information systems, including micro-computer operating systems software (e.g. Windows), hardware and applications software and other office technology equipment. 
  • Ability to understand data and effectively use office technology systems for its input and extraction. 
  • Proficiency in Microsoft 365 administration (including user management, SharePoint, OneDrive, Teams, and Outlook). 
  • Takes responsibility to respond to service needs promptly and proactively. 
  • Demonstrates a high degree of integrity, reliability, and honours matter of confidentiality. 
  • Ability to handle work quickly and accurately under time constraints. 
  • Troubleshooting and problem-solving skills. 
  • Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds. 
  • Developing country work experience and/or familiarity with emergency. 
  • Knowledge of ITIL processes and best practices in IT service management is an asset.
  • Language Requirements: Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Source: https://jobs.unicef.org/cw/en-us/job/575633

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