Information Technology Assistant, G6 at United Nations Office at Nairobi (UNON)

Responsibilities

Desktop Administration and Configuration:

• Supervise junior staff for specific projects;
• Monitor all personal computers running the UN software delivery system;
• Perform software distribution updates, scripting, testing and support;
• Perform research into new versions of centrally supported software, perform beta testing, production rollout and post production support;
• Perform 2nd level desktop troubleshooting;
• Provide technical advice to clients;
• Provide guidance and training to staff;
• Prepare, maintain and update files and internal databases;
• Draft documentation and reports.

Service Installation and Support:

• Receive and log service request calls;
• Resolve problem and incident management requests;
• Schedule service requests including equipment replacement/installation, software installation, Local Area Network connection, return to stock, site surveys;
• Diagnose and resolve any hardware, software or connectivity problem;
• Provide basic training to end user;
• Log all action including site survey, steps taken to resolve problem or to complete task and problem encountered, current status;
• Act as focal point for technical staff at lower levels;
• Escalate tasks to the appropriate parties;
• Detect problem patterns and recommend solutions.

Service Coordination:

• Receive and log service requests;
• Create and assign work order in accordance with the established procedures;
• Distribute work assignment and monitor progress;
• Liaise with other ICTS teams to facilitate completion of service requests;
• Provide advice to clients regarding ICTS standards and workflow processes;
• Perform quality assurance procedures;
• Address escalated problems and monitor resolution.

iNEED Customer Relationship Management (CRM) System:

• Use iNEED and Nairobi Service Hub (NSH) as platforms to register and address all ICTS calls;
• Participate in the Gap analysis of iNEED/NSH for ICTS Services;
• Provide assistance in data preparation of iNEED/NSH;
• Assist in the administration of iNEED/NSH as and when required;
• Assist in training ICTS contractors and other ICTS teams in the usage and utility of iNEED;
• Update and maintain a knowledge base database with tested, proven and practiced IT solutions and best practices that can be used for problems logged in iNEED requirements.

Intranet Update:

• Update and modify information on the ICTS intranet and ensure that it is up-to-date;
• Liaise with other ICTS Intranet focal points for Intranet information gathering.

Problem Management:

• In accordance with Information Technology Infrastructure Library (ITIL) best practices, assist and coordinate weekly meetings with problem managers; Escalate problems based on established criteria and Standard Operating Procedures;
• Ensure problems are addressed within the benchmark. Identify and develop quick solutions within the ICTS problem manager's framework;
• Follow-up on issues and record solutions in the knowledge base data base for future reference and usage;
• Act as a focal person for all problems past benchmark and generate weekly reports on actions being taken or solutions identified.

Data analytics:

• Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making;
• Assists with visualizations and updating information material such as web pages or brochures.
• Perform other related duties as may be assigned.

Competencies

• PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks; Good technical skills, ability to conduct network maintenance, provide server services and user support; The ability to perform analysis, modeling and interpretation of data in support of decision-making; Shows pride in work and in achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments, observing deadlines and achieving results; Is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; Remains calm in stressful situations; Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
• COMMUNICATION: Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Demonstrates openness in sharing information and keeping people informed.
• CLIENT ORIENTATION: Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.

Education

• Completion of high school diploma or equivalent is required.
• Supplemental training in computer Science, System Administration, Database Administration, Service Operations, System Analysis, Software Development, or other related IT field is required.
• Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Successful passing of the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters (UNHQ), Economic Commission for Africa (ECA), Economic and Social Commission for Western Asia (ESCWA), United Nations Office at Geneva (UNOG), United Nations Office at Vienna (UNOV), International Criminal Tribunal for Rwanda (ICTR) or International Criminal Tribunal for the former Yugoslavia (ICTY) may be accepted in lieu of the GGST. The GGST is administered to applicants when required before the administration of a written assessment and/or interview.

Work Experience

• A minimum of seven (7) years of relevant and progressively responsible experience in the Information Technology Support field or related field is required.
• The minimum years of relevant experience is reduced by two years for candidates who possess a first level University degree.
• A minimum of 2 years experience in overseeing service desk support and in the use of any Client Relationship Management system (e.g. Siebel or ServiceNow) is required.
• A minimum of 4 years experience in assisting in the administration of vendor performance and contract management is required.
• Work experience in the administration, management and operation of a large Information Technology environment with Microsoft 365 is required.
• 1 year or more of experience in data analytics or related area is desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. For the position(s) advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.
• NOTE: "Fluency equals a rating of "fluent" in all four areas (read, write, speak, understand) and " Knowledge of" equals a rating of' confident" in two of the four areas.

Assessment

• Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.