Senior Info. Comm. Technology Assistant
If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.
For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.
Purpose of the Position
Senior ICT Assistant provide ICT support for users in all locations, at country, and field office levels, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first and second line functions: provides business support for country, regional and HQ locations; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentation on known problems, processes and procedures for the Global Help Desk.
Key Accountabilities and Duties & Tasks
Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions.
Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization's computer systems infrastructure.
Escalation is properly directed in a timely manner.
Performance monitoring and assessment is regularly conducted for service improvement.
Documentation and training of the Help Desk processes and procedures is provided to maintain internal knowledge continuity and competency.
Assignments of additional duties and responsibilities are effectively performed.
Performs any additional assignments as requested by the supervisor
Qualifications of Successful Candidate
Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification).
Computer literacy and ability to effectively use standard office software, tools and technologies.
Seven years practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. Work experience in providing ICT support to remote field offices in developing countries an asset.
Work experience in emergencies.
Oral and written proficiency in English is required. Knowledge of another official UN language or a local language is an asset
Competencies of Successful Candidate
To view our competency framework, please click here.
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organisation.
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization. To apply, click on the following link http://www.unicef.org/about/employ/?job=504167