ICT Helpdesk Intern

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Position Title: ICT Helpdesk Intern
Location: Copenhagen
Country: Denmark
Deadline Date:

Job Details

Job Posting Organization:
The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, established to support the successful implementation of peacebuilding, humanitarian, and development projects globally. UNOPS operates in over 80 countries and employs more than 6,000 personnel. The organization is dedicated to providing sustainable project management, procurement, and infrastructure services to various governments, donors, and UN organizations. With a commitment to delivering results in challenging environments, UNOPS manages around 1,000 projects at any given time, ensuring that partners receive the logistical, technical, and management expertise they require.

Job Overview:
The ICT Helpdesk Intern will be part of the HQ ICT Helpdesk, also referred to as the Global Helpdesk, which provides support to all HQ-based employees and numerous remote staff across various global locations. The intern will work under the direct supervision of the ICT Helpdesk Coordinator, contributing to the enhancement of ICT Helpdesk capacity. This role involves a mix of support work and independent assignments, allowing interns to take on substantial responsibilities while gaining valuable experience in ICT services. The intern will assist in ensuring that user downtime is minimized and that ICT services are delivered efficiently and effectively.

Duties and Responsibilities:

• Provide first-line technical support via telephone, email, and in-person interactions, ensuring quality and efficiency in ICT client services. This includes logging support calls and following up with customers as necessary.
• Assist users with equipment and standard IT applications commonly used within UNOPS.
• Maintain an inventory of ICT hardware and software at HQ, ensuring effective functioning through timely installation, operation, and maintenance of all UNOPS hardware and approved software.
• Facilitate desk ICT setups for internal office moves and new staff.
• Address common areas of concern and improve service delivery.
• Support the selection and deployment of software to projects, seeking technical advice from HQ ICT personnel as needed.
• Participate in knowledge building and sharing by collecting feedback and ideas about processes and best practices, and support training sessions for operations/projects staff in ICT services.
• Ensure the security" style="border-bottom: 1px dotted #007bff !important;">security of information, maintaining confidentiality and availability of UNOPS ICT systems and information assets.
• Document technical processes and maintain updated inventories. 1
• Provide implementation support for ICT projects from HQ and basic ICT support for HQ supervised staff. 1
• Collaborate in user training for ICT tools and promote effective adoption. 1
• Access the UNOPS Learning Zone for training in various areas, including Programme Management and Gender Mainstreaming.

Required Qualifications:

• Minimum first-level university degree (Bachelor’s or equivalent) or enrollment in a postgraduate program, or graduation from such studies within three years prior to the internship start date.
• Preferred area of study includes computer sciences, communications, or customer service.
• Prior troubleshooting and customer service experience is highly desirable.
• Excellent command of written and spoken English is required, with any other UN language considered an asset.
• Proficiency in Google Workspace and Microsoft Office is essential, with experience in AD user management being desirable.
• Strong problem-solving skills and a willingness to learn about new technologies are necessary.
• While no prior work experience is required, some experience in customer service, IT problem-solving, project management, administration, or related fields would be beneficial.

Educational Background:
The applicant should have completed a minimum first-level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three years prior to the start date of the intern assignment. The area of study should preferably relate to computer sciences, communications, or customer service.

Experience:
While no prior work experience is required, some experience in customer service, IT problem-solving, project management, administration, or related fields would be an asset. This internship is designed to provide practical experience and exposure to the workings of ICT services within a global organization.

Languages:
Excellent command of written and spoken English is mandatory. Knowledge of any other UN language would be an asset, enhancing communication capabilities within the diverse UN environment.

Additional Notes:
This internship is offered for a duration of 6 months and is not designed to lead to a staff position with UNOPS, meaning there should be no expectation of employment at the end of the internship. Interns may be eligible for a monthly stipend from UNOPS, provided they do not receive funds from other institutions. Additionally, UNOPS may offer a one-time travel lump sum of 500 USD. Interns are responsible for their own accommodation, travel, and necessary visa arrangements. For more details about UNOPS internships, applicants can refer to the provided link.