TA - Information Communication Technology Associate at the United Nations Children's Fund (UNICEF)

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

We are recruiting to fill the position below:

Job Title: TA - Information Communication Technology Associate, GS-5

Job Number: 518124
Location: Maiduguri, Borno
Duration: 6 Months
Work Type: Temporary Appointment

Purpose

• Under the supervision of the Senior ICT Associate, the ICT Help Desk Assistant is accountable for the delivery of effective and efficient Help Desk support services to office users.
• Responsible for diagnosing, resolving first line support in a timely manner.
• The incumbent supports migration related to new technologies; and provides support and guidance to users.

Key Responsibilities, Duties and Tasks
Within the delegated authority and under the given organizational set-up, the incumbent may be assigned the primary, shared, or contributory accountabilities for all or part of the following areas of major duties and key end-results:

• Timely and effective Help Desk support is provided related to UNICEF personal computers and peripherals:
  • Provides user support for all UNICEF desktop computers, printers and laptops/notebooks, docking stations, peripherals and handhelds. Resolves and closes all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.
  • Keeps the users informed of their calls' status as appropriate.
  • Keeps all Help Desk staff informed of notable trends, solutions, fixes, delays that are in effect and any new processes.
  • Provides support for Conference room and Video Conference setup.
• Effective support is provided for the implementation of IT initiatives:
  • Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems. Works closely with Release Management, IT trainer, Computer Focal Points and IT sections to ensure the success of implementation.
  • Provides input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard.
• Documentation on Help Desk support processes and procedures kept updated to maintain internal resource database:
  • Assists to create, update and organize documentation on Help Desk support processes and procedures, and to maintain internal resource databases for common utilities used to support users
  • Contributes to update of the database for known errors, fixes, solutions and workarounds
• Periodic and ad hoc reports timely produced for the use by office management:
  • Produce periodic (weekly, monthly) and ad hoc reports including problem and incident service call information for analysis.
• A contribution is made to the enhancement of user service support and guidance:
  • Provides quality support and guidance to users. Draft computer related articles for Customer Service Newsletter/Help Desk Express. Actively participates in user training sessions, and Computer Focal Point meetings and workshops to help them better respond to queries from users.
  • Ensures application/compliances of IT policies and guidelines, established processes and procedures by all team members.
• Assignments of additional duties and responsibilities are effectively performed:
  • Performs any other assignments as requested by the supervisor and the management.

Minimum Qualifications and Competencies
Education:

• Completion of Secondary education supplemented with formal training at university level in Computer Science, Information Systems, Telecommunication, Engineering.  Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification). ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Must pass the English Administrative Support Assessment Test (ASAT) - formerly known as the Clerical Exam.

Work Experience and language proficiency:

• Five years practical work experience in information technology, requiring systematic methods of troubleshooting and analytical problem solving. Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools. Practical experience in providing technical and business Customer Support and Services. Practical experience and working knowledge of various computer platforms and applications.
• Work experience in emergencies.
• Fluency in English is required. Working knowledge of another UN language an asset.

For every Child, you demonstrate:

• UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

The competencies required for this post are:

• View our competency framework at: http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

Application Closing Date
23:55:00 GMT+0100 (West Africa Standard Time) ; 29th November, 2018.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
• UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
• Only shortlisted candidates will be contacted and advance to the next stage of the selection process. Kindly note that this vacancy is open to Nigerians only.