ICT Helpdesk Assistant

UNICEF’s mission is to advocate for the protection of children’s rights and it upholds the United Nations Convention on the Rights of the Child (CRC), which contains a universally agreed set of human rights for children. The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

About the Role

Within the delegated authority and under the supervision of [Project Officer, ICT Infrastructure and Helpdesk or his/her designated mandated representative(s), the ICT Helpdesk Assistant will provide ICT and administrative support services to the helpdesk unit under Operational Analysis and Technology Center (OATC), provide daily technical support to users of information management tools. He/She promotes a client-oriented approach. He/She works in close collaboration with the rest of the Helpdesk team, OATC colleagues, and other centers within supply division for resolving complex ICT-related issues.

Responsibilities

• Support for the effective setup and functioning of the supply division (SD) clients’ endpoint hardware, including but not limited to laptops, desktops, printers, mobile phones, etc.
• Support for the effective setup and functioning of the SD clients’ software packages, including but not limited to Microsoft Office Suite of applications, Adobe Acrobat Suite, some cloud-based applications/services (acquired and in-house built), etc.
• Supports the implementation of ICT management systems and strategies, focusing on achievement of the following results:
• Compliance with corporate information management and technology standards, guidelines, and procedures for the division’s technology environment.
• Support in the provisioning and maintenance of the division’s users of UNICEF ERP system (VISION and associated services).
• Provision of inputs to the center’s administrative business processes mapping and implementation of the internal standard operating procedures (SOPs).
• Provision of inputs to preparation of results-oriented workplans.
• Support in the facilitation of knowledge building and sharing amongst both helpdesk colleagues and other users within SD, focusing on achievement of the following results:
• Participation and assistance in the organization of training for the SD staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.
• Support in the maintenance of an up-to-date inventory of software and hardware.
• Support in the maintenance of a library of ICT related reference materials.
• Support in the maintenance of the inventory and stock of supplies and spare parts in the unit.
• Provision of ICT support to key events.
• Any other related tasks as may be required or assigned by the supervisor.

Results/expected outputs

As an active UNICEF team member, efficient, timely, responsive, client-friendly, and high-quality support rendered to UNICEF and its beneficiaries in the accomplishment of her/his functions, including:

• The key results have an impact on the overall efficiency of the center, including improved business results and client services.
• Forward-looking, this position is expected to have a positive impact on the organization of users’ support, knowledge sharing, and information provision.
• Age, Gender and Diversity (AGD) perspective is systematically applied, integrated and documented in all activities throughout the assignment.
• A final statement of achievements towards volunteerism for peace and development during the assignment, such as reporting on the number of volunteers mobilized, activities participated in and capacities developed.

Requirements

• 3 years of experience in the area of information and communication technology, IT support and service management and proven knowledge
• Technical/vocational diploma in information and communication technology
• Fluency in English

Apply before 5 June!