ICT Assistant

Job Posting Organization:
The United Nations Development Programme (UNDP) is a global development network established in 1965, working in approximately 170 countries and territories. UNDP's mission is to help countries achieve sustainable development and eradicate poverty by providing expert advice, training, and grants for development projects. The organization focuses on building lasting institutional capacity, improving governance, and linking governments and people to innovative global solutions. In Bangladesh, UNDP collaborates with the government, civil society, and national partners to address persistent development challenges, including data quality, governance mechanisms, environmental management, and climate change adaptation. The ICT team within UNDP Bangladesh plays a crucial role in driving digital transformation efforts, ensuring that technology solutions are effectively leveraged to improve operational efficiency and service delivery.

Job Overview:
The ICT Assistant position is integral to the UNDP Country Office in Bangladesh, providing essential ICT support services to the office, its projects, and other UN agencies. The role involves ensuring efficient user support and ICT service delivery, managing ICT infrastructure and assets, implementing ICT policies, and facilitating knowledge building and digital literacy among staff. The ICT Assistant will also support digital transformation initiatives, including the adoption of innovative digital platforms and automation of routine business processes. This position requires a proactive approach to problem-solving and a commitment to promoting digital inclusion and effective use of technology within the organization. The ICT Assistant will work under the guidance of the Head of ICT, ensuring that all ICT operations align with UNDP's global digital strategy and contribute to the organization's mission of fostering sustainable development.

Duties and Responsibilities:

• Ensures Efficient User Support and ICT Service Delivery: Provide end-user technical support, logging and tracking ICT tickets and queries, and resolving them according to Service Level Agreements (SLAs). Escalate complex issues as necessary and assist users with office technology operations. Provide after-hours ICT support as per the duty roster.
• Supports Effective ICT Infrastructure and Asset Management: Assist in the setup, configuration, monitoring, and maintenance of ICT infrastructure, including servers, network switches, and telephony systems. Conduct basic hardware troubleshooting and maintain an updated ICT inventory. Promote environmentally sustainable ICT practices.
• Supports ICT Policy Implementation, Compliance, and Risk Management: Ensure compliance with security" style="border-bottom: 1px dotted #007bff !important;">security guidelines, apply software upgrades, and monitor threats to protect data across systems. Support business continuity and disaster recovery procedures.
• Facilitates Knowledge Building, Digital Literacy, and User Training: Provide coaching to staff on digital tools and contribute to digital knowledge management efforts.
• Supports Digital Transformation, Innovation, and Automation: Assist in the rollout of digital platforms and automate business processes using tools like Microsoft Power Automate. Participate in testing and localization of global digital systems to enhance operational efficiency. The incumbent may perform other duties as necessary for the efficient functioning of the office.

Required Qualifications:
Education: Secondary education is required, with a university degree in Computer Science, Engineering, or related fields preferred. Experience: A minimum of 4 years of relevant ICT experience with secondary education or 1 year with a bachelor's degree. Required Skills: Proficiency in Office 365 and experience in network administration, help desk support, and video conferencing systems. Desired Skills: Knowledge of automation tools, cloud-based security concepts, and experience with Microsoft Intune and IP PBX systems. Excellent communication and interpersonal skills are essential, along with a proven ability to deliver optimal IT solutions within defined resource parameters. Certifications in relevant IT disciplines are an asset.

Educational Background:
The position requires secondary education as a minimum qualification. A bachelor's degree in Computer Science, Electrical and Electronics Engineering, or a related field is preferred but not mandatory. Candidates with relevant certifications in IT disciplines such as CCNA, MSCA, MSCE, or MCP will be given due consideration. The educational background should provide a solid foundation in ICT principles and practices, enabling the candidate to effectively support the organization's technology needs.

Experience:
Candidates must have a minimum of 4 years of relevant experience in ICT functions if they possess secondary education, or at least 1 year of experience if they hold a bachelor's degree. This experience should include practical knowledge of Office 365, network administration, and help desk support. Familiarity with video conferencing systems and automation tools is also desirable. Experience in development organizations, particularly within the UN system, will be considered an asset.

Languages:
Fluency in English and Bangla is required for this position. Proficiency in additional languages may be considered an advantage, particularly in enhancing communication with diverse stakeholders and partners.

Additional Notes:
This position is full-time and based in Dhaka, Bangladesh. UNDP is committed to diversity and inclusion, encouraging qualified applicants from all backgrounds to apply. The organization does not charge any fees during the recruitment process and adheres to strict standards against harassment and discrimination. UNDP reserves the right to select multiple candidates from this vacancy announcement and may retain applications for similar positions at the same grade level.