Job Description

 

Candidate age: between 18 and 29 throughout the entire duration of their assignment. Applicants must be nationals of or legal residents in the country of assignment.

Under the close supervision and guidance of the ICT officer Associates, the UN Volunteer will perform procedural and some specialized activities pertaining to UNICEF’s ICT systems, which include desktop Administration and server operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests on a timely manner in compliance with UNICEF ICT rules and regulations.

Summary of key functions/accountabilities:

  • Timely and effective Help Desk second line support is provided related to UNICEF personal computers and peripherals as well as Data center management.

  • Effective support is provided for the implementation of IT initiatives

  • Periodic and ad hoc reports timely produced for the use by Global Help Desk, RO or CO

  • Contribution made to enhance user service support and experience

  • General office support

  1. Timely and effective Global Help Desk second line support is provided related to UNICEF personal computers and peripherals

  • 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.

  • Effective support is provided for implementation of IT initiatives

  • Creating and assigning work orders.

  • Maintaining and updating files (electronic and paper) and internal databases.

  • Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

  1. Effective support is provided for the implementation of IT initiatives

  • Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems. Works closely with Release Management, IT trainer, Computer Focal Points and IT sections to ensure the success of implementation.

  • Provides input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard.

  1. Periodic and ad hoc reports timely produced for the use by Global Help Desk, RO or CO

  • Produce periodic (weekly, monthly) and ad hoc reports including problem and incident service call information Analysis

  1. Contribution made to enhance user service support and experience

  • Provides quality support and guidance to users. Convey and support articles/email from Customer Service. Actively participates in user training sessions, and Computer Focal Point meetings and workshops to help them better respond to queries from users.

  • Ensures application/compliances of IT policies, security and guidelines, established processes and procedures by all team members.

  • Support in learning & Capacity Development. Manage training and courses to staff member to ensure staff development in ICT in compliance with UNICEF rules and regulations.

  1. General support

  • Drafting and/or processing a variety of correspondence and other communications with vendors, partners

  • Setting up and maintaining ICT files/records (electronic and paper)

  • Maintain and generate automated databases containing ICT related statistics and generating periodic reports; and performing a variety of administrative duties (e.g. CCTV backup, filling)

  • Any other related tasks as may be required or assigned by the supervisor.

Secondary education
  • Completion of Secondary education supplemented with formal training at university level in Computer Science, Information Systems, Telecommunication, Engineering. Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification). ITIL Foundation Certificate or equivalent customer support certification is an asset;

  • A University degree combined with additional years of relevant professional experience may be accepted in lieu of a completion of secondary education and 2 years relevant experience;

24 Months
  • Demonstrated interest and/or experience up to 2 years in ICT;

  • Motivated to contribute towards peace and development and to serve others;

  • Punctuality;

  • Drive for results;

  • Good interpersonal, networking and communication skills;

  • Willingness to contribute and work as part of a team;

  • Flexible and open to learning and new experiences;

  • Respect for diversity and adaptability to other cultures, environments and living conditions;

  • Previous experience as a volunteer and/or experience of another culture, (i.e. studies, volunteer work, internship) would be highly regarded;

  • French(Mandatory), Level - Fluent

  • English(Optional), Level - Working Knowledge

Software and applications development and analysis No

Accountability, Adaptability and Flexibility, Client Orientation, Commitment and Motivation, Commitment to Continuous Learning, Creativity, Integrity, Planning and Organizing, Professionalism, Respect for Diversity, Technological Awareness, Working in Teams

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