General Information
Job Highlight
About the Group
The UNOPS IT Group (ITG) is at the forefront of digital transformation, designing, delivering, and managing all of UNOPS IT infrastructure and business applications. We are a global team, dedicated to harnessing cutting-edge technology to address critical business needs and empower UNOPS personnel worldwide. ITG provides the essential IT systems and tools that underpin the successful implementation of UNOPS projects and the delivery of corporate initiatives. From maintaining robust enterprise resource planning (ERP) systems and developing bespoke business applications to managing our cloud infrastructure and supporting global collaboration platforms, our work ensures operational excellence. We are committed to continuous improvement, driving effectiveness and efficiency in UNOPS products and services, ultimately helping people build better lives and countries achieve peace and sustainable development.
The HQ IT Helpdesk, also known as the Global Helpdesk, supports all HQ based employees as well as numerous remote staff in various locations globally. In addition, it supports IT focal points globally with a number of services including advisory services, problem escalations, project rollouts, global IT initiatives as well as running the global IT community where the nearly 100 IT focal points can interact together and share information. Our aim is to keep user downtime at the lowest possible at all times on a global scale.
Job Specific Context
At UNOPS, interns join our teams as equal members and are offered a good mix of support work and independent assignments with substantial responsibility. Under the direct supervision of the ICT Senior Officer, the intern role is to support the activities aimed at increasing IT Helpdesk capacity.
Role Purpose
The IT Helpdesk Intern provides support to the IT Helpdesk team in delivering quality, efficient, and available IT client services. The intern assists with first-line technical support, hardware and software maintenance, and user training, contributing to the overall effectiveness of the IT support function.
Functions / Key Results Expected
III. Functions / Key Results Expected |
1. Support with IT client services and administration guaranteeing quality, efficiency and availability |
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Provision of quality, proactive and agile helpdesk support:
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2. Training components and learning elements: |
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a) Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in IT services. b) Collaborate in Guaranteeing the security of information at all times, including confidentiality and availability Availability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity. Confidentiality: Ensure confidentiality, integrity and availability of UNOPS IT systems and UNOPS information assets. Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available. c) Provide implementation support for IT projects from HQ and basic IT support for HQ supervised staff. Collaborate in the training of users in the use of IT tools and promote effective adoption. Implementation: Collaborate in the correct implementation and subsequent evaluation of the IT projects promoted from HQ. Support to projects: Provide basic support / advice / research, including implementation activities in various IT initiatives/projects. User training: Provide courses and documentation that ensure the empowerment of users to use IT tools in the most appropriate and efficient way. |
3. Participation in training courses |
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Skills
Competencies
Education Requirements
Required:
- The applicant should have completed a Minimum First level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three (3) years prior to the start date of the intern assignment. Area of study should preferably relate to computer sciences, communications, or customer service.
Experience Requirements
Desired:
- While no prior work experience is required, some experience in customer service, IT problem solving, project management, administration or related fields would be an asset.
Language Requirements
| Language | Proficiency Level | Requirement |
|---|---|---|
| English | Fluent | Required |
| Spanish | Fluent | Desirable |
| French | Fluent | Desirable |
| Danish | Fluent | Desirable |
Additional Information
- Please note that UNOPS does not accept unsolicited resumes.
- Please note that UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.
- Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement. Applications received after the closing date will not be considered.
- Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.
- UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
- Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.
- We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.
Terms and Conditions
- For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.
- For retainer contracts, you must complete a few mandatory courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here.
- For more details about the contract types, please click here.
- All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.
- It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.