ICT Client Support Assistant

To provide advanced ICT client support and administration of Microsoft 365, identity, collaboration and end-user services across the Organization, ensuring secure, reliable and efficient delivery of ICT services. The incumbent is responsible for supporting and administering Microsoft Entra ID, Exchange Online, Microsoft 365 services, endpoint devices, and related identity and collaboration platforms while independently troubleshooting complex technical issues related to authentication, mailbox services, connectivity and end-user environments.

Service Desk Operations and User Support

• Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets.
• Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed.
• Maintain clear communication with users throughout the ticket lifecycle and document resolution steps.
• Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality.
• Promote a user-focused service culture in all interactions. 

Microsoft 365 and Identity Management

• Manage the full lifecycle of user accounts, including independent execution of onboarding, offboarding, and role modifications, ensuring security, compliance, and timely service delivery. 
• Administer and actively manage access controls across Microsoft 365 services (SharePoint, OneDrive, Teams), including regular permissions audits to safeguard information assets. 
• Configure, maintain, and optimise core Microsoft 365 services (Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony) to maximise organisational productivity. 
• Oversee Azure Active Directory (AAD) administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions such as Azure AD Connect and SSO. 
• Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges with minimal supervision. 
• Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors where required. 
• Develop and maintain clear technical documentation, user guides, and training resources to support both ICT staff and end-users in efficient system use 
  

Security Administration for Financial Systems

• Support administration of user access for key financial platforms (JP Morgan Chase & Co and Barclays) based on requests from the Finance Section.
• Manage provisioning and deactivation of user roles, access permissions, and digital security tokens.
• Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates.

User Onboarding and Offboarding

• Coordinate end-to-end onboarding of new personnel, including account setup, device configuration, software installation, and delivery of ICT orientation.
• Lead secure offboarding processes by managing asset return, user deactivation, and data security protocols in line with retention and privacy standards.
• Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices. 

Hardware, Software, and Asset Management

• Maintain and update the ICT asset inventory, ensuring proper assignment, tagging, and audit readiness.
• Support routine asset lifecycle actions, including repairs, warranty processing, and secure disposals.
• Assist with ICT equipment moves, refreshes, and office relocations. 

Documentation, Training, and Service Improvement

• Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials for ICT staff and end-users.
• Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes to promote digital fluency across the organization.
• Identify service improvement opportunities based on incident trends and user feedback, and contribute to the refinement of helpdesk workflows and knowledge-sharing practices. 

Performs other job-related activities required to support the goals and objectives of the secretariat. 

Technical / Functional Competencies

• Demonstrates strong technical expertise in Microsoft infrastructure and identity services, including Windows Server, Active Directory Domain Services (AD DS), DNS, DHCP, Group Policy, Microsoft Exchange, Microsoft Entra ID, and Microsoft 365.
• Demonstrates experience administering and supporting Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony, and related collaboration technologies.
• Demonstrates knowledge of identity and access management, including Microsoft Entra ID, conditional access, multi-factor authentication (MFA), single sign-on (SSO), and hybrid identity environments.
• Demonstrates strong analytical, troubleshooting, and problem-solving skills, with the ability to independently diagnose and resolve complex technical issues.
• Demonstrates practical experience with PowerShell scripting, automation, and system administration tools to improve operational efficiency.
• Demonstrates familiarity with hybrid cloud and on-premises technology environments and related operational support requirements.
• Demonstrates knowledge of IT service management principles and experience using service management platforms such as ServiceNow.
• Demonstrates strong incident management and service delivery capabilities, including prioritization, escalation, resolution tracking, and adherence to service standards.

Behavioural Competencies

• Demonstrates professionalism, reliability, and accountability in the delivery of ICT services.
• Demonstrates strong client orientation and commitment to providing responsive, high-quality support to staff, delegates, and stakeholders.
• Demonstrates excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical audiences.
• Demonstrates teamwork and collaboration, contributing effectively to knowledge sharing and continuous service improvement.
• Demonstrates sound judgement, initiative, and the ability to manage competing priorities effectively.
• Demonstrates adaptability, continuous learning, and commitment to maintaining skills in a rapidly evolving technology environment.
• Demonstrates the ability to remain calm and effective under pressure, particularly during operational incidents, meetings, and conferences.

• A minimum of six years of progressively responsible experience providing technical and administrative support in an enterprise or international ICT environment is required. 
• Experience administering Microsoft infrastructure and cloud services, including Windows Server, Active Directory, Microsoft Exchange, Microsoft Entra ID, and Microsoft 365 services, is required. 
• Experience troubleshooting complex authentication, connectivity, Windows, Microsoft 365, VPN, and end-user support issues independently is required.
• Experience supporting users during meetings, conferences, or hybrid collaboration events is required. 
• Experience preparing technical documentation, knowledge articles, and user guidance materials is required.
• Experience using ICT service management platforms such as ServiceNow is desirable. 
  
  
  

• Secondary education to university entrance standard is essential

• Supplementary training or certifications in Microsoft Windows Server Administration, Microsoft Exchange, Microsoft 365 Administration, Microsoft Azure, Microsoft Entra ID, SharePoint Administration, or Service Management are desirable.
  

  
  

• Proficiency in English (oral and written) is essential. Knowledge of another official UN language is an asset

• Familiarity with ServiceNow or similar ICT service management platforms for incident, request, and knowledge management. 
• Ability to prepare clear technical documentation, knowledge base articles, and user guidance materials. 
• Experience supporting users during meetings, conferences, and hybrid collaboration events