ICT Associate

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programmes, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health including nutrition, early childhood development, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfil their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations

The ICT Associate will support UNICEF’s ICT systems by ensuring efficient desktop administration and ICT operations in line with organizational policies and standards. The role involves installing, configuring, and maintaining ICT components, providing user support and orientation, managing documentation and ICT inventories, and handling user service requests. All tasks will be performed in a timely manner and in compliance with UNICEF’s ICT rules and service standards to ensure effective and reliable ICT service delivery

Under the close supervision and guidance of the Senior ICT Associate, the UN volunteer will perform the following tasks:

• Being Backup of Sr ICT Associate
• Timely and effective Help Desk support is provided related to UNICEF personal computers and peripherals as well as Collaboration site management.
• Effective support is provided for the implementation of IT initiatives
• Periodic and ad hoc reports timely produced for the use by the Global Help Desk, RO or CO
• Contribution made to enhance user service support and experience
• General User support

1. Timely and effective Global Help Desk second-line support is provided related to UNICEF personal computers and peripherals

• Providing first-level support that includes receiving, processing, and logging service requests.
• Managing the lifecycle of ICT incidents assigned to him/her in the service management tool.
• Effective support is provided for the implementation of IT initiatives
• Creating and assigning work orders.
• Maintaining and updating files (electronic and paper) and internal databases and collaboration Sites.
• Maintaining ICT inventory, manuals, and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

2. Effective support is provided for the implementation of IT initiatives

• Assists in planning and implementing new IT initiatives or migration projects, including rollout of new installations, and 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.
• Provide input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standards.

3. Periodic and ad hoc reports timely produced for the use by the Global Help Desk, RO, or CO

• Produce periodic (weekly, monthly) and ad hoc reports including problem and incident service call information analysis

4. Contribution made to enhance user service support and experience

• Provides quality support and guidance to users. Convey and support articles/emails from Customer Service.
• Ensures application/compliance of IT policies, security, and guidelines, established processes and procedures by all team members.

• Support in learning & capacity development. Manage training and courses for staff members to ensure staff development in ICT in compliance with UNICEF rules and regulations.

5. General support

• Drafting and/or processing a variety of correspondence and other communications with vendors, and partners.

• Setting up and maintaining ICT files/records (electronic and paper)

• Maintain and generate automated databases containing ICT-related statistics and generating periodic reports, and perform a variety of administrative duties (e.g. CCTV backup, Door access cards Management, etc.)

• Any other related tasks as may be required or assigned by the supervisor.

Furthermore, UN Volunteers are required to:
• Strengthen their knowledge and understanding of the concept of volunteerism by reading relevant UNV and external publications and take active part in UNV activities (for instance in events that mark International Volunteer Day);
• Be acquainted with and build on traditional and/or local forms of volunteerism in the host country;
• Reflect on the type and quality of voluntary action that they are undertaking, including participation in ongoing reflection activities;
• Contribute articles/write-ups on field experiences and submit them for UNV publications/websites, newsletters, press releases, etc;
• Assist with the UNV Buddy Programme for newly arrived UN Volunteers;
• Promote or advise local groups in the use of online volunteering or encourage relevant local individuals and organizations to use the UNV Online Volunteering service whenever technically possible.