United Nations Development Programme (UNDP)

Consultant (Provision of Help Desk Support Services)

United Nations Development Programme (UNDP)

Job Description

  UNDP’s ICT team provides ICT support services to residing agencies in UNCP based on annual agreed Service Delivery Agreements (SDAs) The ICT team consist of one ICT Analyst and three ICT Support Assistants. The unit is seeking to hire an ICT support assistance as an individual contractor to: a) Provide ICT support services both remotely (during work from home status due to Covid 19) and in UNCP to SDA’s clients.

b) Under ICT analyst supervision, work on several initiatives and projects to improve service delivery, quality and client satisfaction as outlined in this TOR.

Duties and Responsibilities

Under overall supervision of the UNDP ICT analyst, the consultant will undertake the following activities: • Help Desk support: o To address help desk issues either to be resolved or to be reported to the ICT Analyst.

• Compliance with corporate Information Management and technology standards, guidelines and procedures for the CO technology environment.

• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.

• Assistance in the installation of commercial and in-house developed software and related upgrades • Assistance in upgrading patch and anti-virus programs on a timely basis.

• Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.

• Assistance in troubleshooting and monitoring of network problems.

• Response to user needs and questions regarding network access.

• Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required.

• Provision of ICT support to key events.

• Participation and assistance in the organization of trainings for the CO staff on ICT issues.

• Sound contributions to knowledge-networks and Communities of Practice.

• Developing application using Robotic Process Automation (UiPath) • Website optimization, SEO improvement and benchmarking • Facilitating the usage of O365 to address Covid-19 challenges.

Required Skills and Experience

Education: • Bachelor’s degree in Computer Science, Information Technology, or relevant fields; Experience: • Having minimum of one-year experience in ICT support services • Having experience and knowledge in working with office 365 applications, UiPath and SharePoint Online.

• Being familiar with UN system and having knowledge of work of UN is considered as an advantage Competencies: • Fluency in Farsi and English with excellent verbal and written skills in both languages
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