Вакансія ICT Assistant (HelpDesk), Kyiv, FTA, G5, UNDP in Ukraine

Background

Purpose: Provides ICT support to users in local and remote offices, troubleshoots hardware and software issues, provides support with videoconference services, Reporting structure and partners: Reports to ICT Analyst. Works in close collaboration with the operations, programme and project teams in the CO and with UNDP HQs staff to resolve ICT-related issues.

Duties and Responsibilities

Supports implementation of ICT management systems and strategies through:

• Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment;
• Participation in development and implementation of ICT Annual Plan and Standard Operating Procedures in ICT services;
• Support to the use of Atlas (UNDP's implementation of ERP) functionality for improved business results and improved client services;
• Provision of inputs to the CO administrative business processes mapping and implementation of the internal standard operating procedures (SOPs);
• Provision of inputs to preparation of results-oriented workplans.

Ensures effective functioning of the CO hardware and software packages through:

• Troubleshooting software and hardware issues of clients in Country Office, project offices and partner agencies;
• Remote user support for clients in remote offices and partner agencies;
• Resolving issues and providing guidance on software packages;
• Responding to user requests regarding network access and ICT resources;
• Assisting users with audio/videoconference calls;
• Replacing or upgrading hardware components and minor computer repairs;
• Installation and upgrading of software components;
• Monitoring usage and performance of ICT resources;
• Performing data backup and restore, virus detection, malware removal and prevention.

Supports networks administration through:

• Assistance in trouble-shooting and monitoring of network problems;
• Response to user needs and questions regarding network access.

Provides administrative support through:

• Maintenance of an up-to-date inventory of software and hardware;
• Maintenance of a library of ICT related reference materials;
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit;
• Maintenance of the filing system ensuring safekeeping of confidential materials;
• Extraction of data from various sources;
• Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required;
• Provision of ICT support to workshops and events.

Ensures facilitation of knowledge building and knowledge sharing in the CO through:

• Participation and assistance in the organization of trainings for the CO staff on ICT issues;
• Sound contributions to knowledge networks and communities of practice.

Competencies

Core Innovation;

Ability to make new and useful ideas work

Level 2: Execute & Learn (Perform defined tasks)

Leadership;

Ability to persuade others to follow

Level 2: Execute & Learn (Perform defined tasks)

People Management;

Ability to improve performance and satisfaction

Level 2: Execute & Learn (Perform defined tasks)

Communication;

Ability to listen, adapt, persuade and transform

Level 2: Execute & Learn (Perform defined tasks)

Delivery;

Ability to get things done

Level 2: Execute & Learn (Perform defined tasks)

Technical/Functional

Primary

Information Systems & Technology (General);

Knowledge of IST innovations and concepts and ability to apply them to strategic and/or practical situations

Level 2: Execute & Learn (Perform defined tasks)

IT Customer Support;

Ability to support internal customers with IT assistance

Level 2: Execute & Learn (Perform defined tasks)

Network and Infrastructure Management;

Ability to manage IT network and infrastructure

Level 2: Execute & Learn (Perform defined tasks)

Secondary Knowledge Management;

Ability to efficiently handle and share information and knowledge

Level 2: Execute & Learn (Perform defined tasks)

Quality Assurance;

Ability to perform administrative and procedural activities to insure that quality requirements and goals are fulfilled

Level 2: Execute & Learn (Perform defined tasks).

Required Skills and Experience

Education:

• Bachelor Degree in Computer Science, Information systems, Information Management or other related field is required. Secondary education with relevant certifications in hardware and software management and application and additional three years of relevant professional experience is accepted in lieu of Bachelor Degree. CCNA (Cisco Certified Network Associate) is required. If certification is not available at the time of recruitment, it should be obtained within 12 months;
• Cisco Network certificates and Microsoft certificates are an asset.

Experience:

• 2 years of relevant working experience in Windows operating system Microsoft Office 365 applications, Windows Active Directory, network administration, troubleshooting of hardware and software platforms, telecommunications facilities or other related field is required.

Language Requirements:

• Fluency in English and Ukrainian.

DEADLINE FOR APPLICATION IS 18 July 2018.