Information Communication Technology Assistant GS-6 FT, Duhok (for Irqi national only)

UNICEF's overall goal is to support the Government of Iraq in realizing the rights of all Iraq's children to survival, development, protection and participation, and the creation of an enabling environment to ensure strengthened accountabilities for children with an equity approach. UNICEF works to improve the situation of children in Iraq through three key interventions.

UNICEF works in 190 countries and territories to protect the rights of every child. UNICEF has spent 70 years working to improve the lives of children and their families. Defending children's rights throughout their lives requires a global presence, aiming to produce results and understand their effects. UNICEF believes all children have a right to survive, thrive and fulfill their potential – to the benefit of a better world.

For every child, results.

UNICEF's overall goal is to support the Government of Iraq in realizing the rights of all Iraq's children to survival, development, protection and participation, and the creation of an enabling environment to ensure strengthened accountabilities for children with an equity approach. UNICEF works to improve the situation of children in Iraq through three key interventions.

How can you make a difference?

The incumbent is responsible for user support in first and second line functions: provides business support for country, regional and HQ locations; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentation on known problems, processes and procedures for the Global Help Desk.

1. Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions.

  • Swiftly responds to incoming calls and communication for customer/business services, registers all incidents/queries, and provides first time answers and resolution as is possible.

  • Dispatches service calls, in a timely manner, to the correct groups or SMEs as appropriate.

  • Liaises with Computer Focal Points and Field Office ICT staff on resolution of common incidents/issues.

  • Works closely with Problem Management for incidents that have no workarounds or solutions.

  • Tracks and monitors the incident throughout its life-cycle, including verification and closure.

  • Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems. 

  • Analyzes problems, identifies alternatives, tests and recommends solutions.

  • Works with Business third line support to identify correct procedures and solutions in a timely manner.

 2. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure. 

  • Provides users with solutions to identified incidents, requests or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.

  • Provides SMEs with feedback received from users, additional updates or to request for faster resolution.

  • Provides ICT Management with feedback using end-of-shift or daily reports; identifies and reports customer training/education needs based on requests/incidents reported to Global Help Desk.

3.  Escalation is properly directed in a timely manner.

  • Diagnoses and resolves Global Help Desk calls related to applications or processes redirected from the Global Help Desk first line support and escalates them to Global Help Desk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.

•   Assists in maintenance of ICT service Global Help Desk processes with users Departments.

4.  Performance monitoring and assessment is regularly conducted for service improvement.

  • Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members. 

  • Provides detailed metrics periodically on Help Desk queries, analyzes them to assess staff performance, faulty areas in the ICT  infrastructure causing issues, and defines training needs, for improvement in the service provided to users.

5.  Documentation and training of the Help Desk processes and procedures is provided to maintain internal knowledge continuity and competency.

  • Ensures Help Desk processes and procedures, with particular emphasis on business processes, are well documented and kept up to date.

  • Provides support in the training, development and distribution of user instructions and other related materials. Classifies and maintains the documents on the database/Intranet Web site.

  • Conducts the users training/induction process for new staff rotating to the help desk on internal processes/procedures, help desk tools and the ICT Operation/Services environment.

  • Compiles Frequently Ask Questions and maintains knowledge databases for eventual distribution among help desk analysts and to make them available to users in HQs and field offices.

6.  Assignments of additional duties and responsibilities are effectively performed.

  • Performs any additional assignments as requested by the supervisor.

Post, and delivers the results as required to qualify as a champion for every child you will have…

Education: Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification). Computer literacy and ability to effectively use standard office software, tools and technologies.

Work Experience: Six years practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools.

Work experience with:

1. Various computer platforms and applications: operating systems, email and database systems, Microsoft Office 365 product suites, Help Desk software, advanced PC/laptop/printer/digital sender installation, configuration, troubleshooting and repairs.

2. Network configuration and troubleshooting: switch, router, wireless controller, access point, firewall

   Work experience in emergencies including hands on experiences with Emergency telecommunication system: VHF/HF radio, Thuraya, BGAN, VSAT (SCPC and iDirect) an asset.

   Language: Fluency in English is required. Working knowledge of another UN language an asset.

   Competency Profile:

   i)  Core Values (Required)

   Commitment      

   Diversity and Inclusion     

   Integrity

   ii)  Core Competencies (Required)

             Communication [II] 

             Working with People [II] 

             Drive for Results [II]

1. Functional Competencies (Required)

    

   Analyzing   [II]

   Applying Technical Expertise [II]

   Following instructions and Procedures [II]

   Planning and Organizing [II]

    

   For every Child, you demonstrate…

   Our core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

   UNICEF is committed to diversity, gender equality and inclusion within its workforce, and encourages qualified candidates particularly females from all backgrounds to apply.