Information Systems Assistant

Job Posting Organization:
The position is located within the Client Support Unit of the Field Technology Section (FTS) in MINURSO, which is part of the United Nations. The United Nations is an international organization founded in 1945, with a mission to promote peace, security" style="border-bottom: 1px dotted #007bff !important;">security, and cooperation among countries. MINURSO, the United Nations Mission for the Referendum in Western Sahara, was established in 1991 to oversee a ceasefire and organize a referendum for the self-determination of the people of Western Sahara. The organization operates in various countries around the world, employing thousands of staff members dedicated to various missions and functions.

Job Overview:
The Information Systems Assistant will play a crucial role in the Client Support Unit, providing technical support and administration for desktop systems and applications. The incumbent will be responsible for monitoring the health of personal computers, performing software updates, troubleshooting issues, and providing technical advice to clients. This position requires a proactive approach to service installation and support, including logging service requests, diagnosing problems, and coordinating with other teams to ensure timely resolution. The role also involves managing the Customer Relationship Management (iNeed) system, assisting with data analytics, and participating in incident and problem management processes. The ideal candidate will demonstrate professionalism, effective communication, and a strong client orientation, ensuring that the needs of clients are met efficiently and effectively.

Duties and Responsibilities:

• Desktop Administration and Configuration: Monitor personal computers, perform software updates, troubleshoot issues, provide technical advice, and maintain internal databases.
• Service Installation and Support: Log service requests, resolve incidents, schedule installations, diagnose hardware/software problems, and provide user training.
• Service Coordination: Create and assign work orders, monitor progress, liaise with teams, and address escalated problems.
• Manage the Customer Relationship Management (iNeed) System: Register FTS requests, assist with data preparation, and maintain a knowledge base.
• Incident Management: Assist with meetings, assign incidents, and ensure timely resolution.
• Problem Management: Escalate problems, follow-up on issues, and generate reports.
• Data Analytics: Collect and analyze data, prepare dashboards, and assist with visualizations.
• Perform other related duties as assigned.

Required Qualifications:
Candidates must possess a high school diploma or equivalent. ITIL Foundation and Service Operation certifications are desirable, along with supplemental training in Computer Science, System Administration, or related IT fields. A minimum of five years of relevant experience in information system analysis, database management, and service desk support is required. Experience with Microsoft 365 and Google Suite applications is also desirable, as well as knowledge of AI applications in ICT service desk operations.

Educational Background:
Completion of high school diploma or equivalent is required. Additional qualifications such as ITIL certifications and training in relevant IT fields are highly desirable and will enhance a candidate's profile.

Experience:
A minimum of five years of progressively responsible experience in information systems analysis, database management, and service desk support is required. Candidates with a first-level university degree may have the minimum experience requirement reduced by two years. Experience in service desk support and familiarity with Client Relationship Management systems is also desirable, along with experience in data analytics or related areas.

Languages:
Fluency in English is required for this position, as it is one of the working languages of the United Nations. Knowledge of another official United Nations language is considered desirable, which may enhance communication and collaboration within the organization.

Additional Notes:
This position is subject to local recruitment, meaning that applicants must be authorized to work in the duty station. Eligible applicants selected from outside the duty station will be responsible for their relocation expenses. Staff members subject to local recruitment are not eligible for allowances or benefits exclusive to international recruitment. The United Nations is committed to achieving gender balance and diversity in its workforce, encouraging female candidates to apply. The organization maintains a non-smoking environment and provides reasonable accommodations for applicants with disabilities upon request.