Overview
This position provides critical first and second-line technical support to UNOPS personnel, ensuring the smooth operation of IT systems and services. The role involves providing first and second-line technical support, managing user accounts, and contributing to knowledge building and sharing within the organization.
Key Responsibilities
- Implement ICT and operational strategies compliant with UNOPS rules, regulations, policies, and framework.
- Provision of support for the implementation and maintenance of UNOPS IT systems, products, and services.
- Advice to users and ICT focal points on UNOPS IT systems, policies, and processes.
- Assist with effective functioning of all UNOPS IT hardware equipment and software through installation, maintenance, and troubleshooting.
- Provide fast, friendly, and effective first-line technical user support by telephone, email, and in person to HQ-based and remote personnel, as required.
- Provide effective second-line technical support to ICT focal points in the field.
- Facilitate the provision and access to video conference equipment, computers, printers, phones, and all IT devices for HQ personnel, including desk setups and replacements.
- Participate in the development of ICT guidance, standards, and strategies as required.
- Ensure inventory of all computers and IT equipment is maintained in compliance with asset management policies.
- Participate in project implementation activities involving ICT, including the hardware and software procurement process.
- Liaise with other relevant units to coordinate hardware and software requirements.
- Ensure efficient network administration, focusing on the achievement of the following results: confidentiality, integrity, and availability of UNOPS ICT systems and UNOPS information assets.
- Provision and management of all UNOPS user accounts, groups, and mailboxes for email and systems access.
- Provision of account maintenance and troubleshooting services, including resolution of authentication and password-related issues.
- Interact with HR and HQ Admin to ensure the timely creation, modification, and deactivation of user accounts.
- Serve as IT Helpdesk representative in coordination meetings with both departments, facilitating effective communication, compliance, and issue resolution.
- Collect feedback, ideas, and internal knowledge about processes and best practices, and utilise them productively.
- Contribute to and deliver targeted technical training sessions to ICT Focal Points.
- Help users and IT colleagues on IT matters.
- Contribute to knowledge networks and communities of practice.
- Develop and maintain training materials for onboarding sessions for HQ-based personnel.
- Coordinate and deliver regular ICT Helpdesk induction sessions as part of the organization's onboarding process, ensuring a consistent understanding of ICT tools, services, and support procedures.
- Contribute to the creation and upkeep of a centralized IT Global Helpdesk knowledge base and FAQ repository.
- Identify recurring challenges or concerns in ICT processes and procedures and escalate them to the ICT Senior Officer or ITG for review and improvement.
Required Experience
- Experience in providing IT support and helpdesk services (5 years with a secondary school diploma, 1 year with a Bachelor's degree).
- Experience in system administration and network troubleshooting.
- Experience in managing user accounts and access permissions.
- Desired Experience with JIRA Servicedesk or other IT service management platforms.
- Desired Experience in developing and delivering technical training.
Qualifications
- Required Secondary school (or equivalent) with 5 years of relevant experience OR Bachelor’s degree (or equivalent) in any Information Technology or related field with 1 year of relevant experience is required.
- Desired ITIL Certification
