Information Comm. Technology Assistant - GS5- Fixed Term

Come and join our team support the UNICEF Papua New Guinea’s Operations section to provide the most efficient and effective ICT support to all the programmes operating in PNG- Post # 103507 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. UNICEF Papua New Guinea has more than 30 people working to promote and protect the rights of children. We aim to provide the best quality of life for every Papuan child through programmes that help them survive and flourish. Our vision is of a country where all children in Papua New Guinea enjoy their rights and have a bright future within caring and protective families and communities. As a leading child rights advocacy organization, UNICEF Papua New Guinea will advocate that every child in PNG has the environment they need for their growth, development and security; increase the number of organizations involved in securing the highest standards of care for children and the fulfillment of their rights; and, as managers of resources for all children, operate in a way that is transparent, effective and accountable. Please read more on UNICEF Papua New Guinea programs: https://www.unicef.org/png/

How can you make a difference? 

Under the supervision of the ICT Officer the incumbent of this post is accountable for delivery of effective and efficient second line support services for business clients. Responsible for diagnosing, resolving or escalating issues related to ICT Systems or processes redirected from clients in a timely manner. The incumbent provides ICT documentation and reports for ICT Management; Supports migration related to new technologies; and provides support and guidance to users.

KEY END-RESULTS

1. Timely and effective second line support is provided related to UNICEF ICT systems.

2. Effective support is provided for implementation of ICT initiatives

3.  Documentation on ICT processes and procedures are kept updated and maintained for internal resource databases.

4. Periodic and ad hoc reports timely produced for the use by ICT Management

5. A contribution is made to the enhancement of user service support and guidance.

6. Manage Global ICT Broadcast message and followed for action in accordance with the policy.

7. Assignments of additional duties and responsibilities are effectively performed

Detailed Duties & Tasks:

1. Timely and effective second line support is provided related to UNICEF ICT systems.

  • Provides second line support for all ICT support services. Resolves and closes all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.

  • Keeps the clients informed on the status of the issues/incidents/resolutions as appropriate.

  • Monitors and escalates issues for action for resolution of existing or any new processes.

2. Effective support is provided for implementation of ICT initiatives

  • Assists to plan and implement new ICT initiatives or migration of projects, including rollout of new installations, upgrades of hardware, software, or operating systems. Works closely with Release Management, ICT Team, and ICT Focal Points to ensure implementation.

 • Provides input and offer suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard.

3.  Documentation on ICT processes and procedures are kept updated and maintained for internal resource databases.

 • Assists to create, update and organize documentation on ICT support processes and procedures, and to maintain internal resource databases for common utilities used by the ICT Teams. Contributes to update of the database for known errors, fixes, solutions and workarounds maintained by Problem Management.

4. Periodic and ad hoc reports timely produced for the use by ICT Management

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

5. A contribution is made to the enhancement of user service support and guidance.

 • Provides quality support and guidance to users and clients. Draft systems related documentation for ICT Teams and Support Services. Actively participates in user training sessions, and ICT Focal Point meetings and workshops to respond to queries from users.

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

6. Manage Global ICT Broadcast message and followed up for action in accordance with the policy.

 • Monitor Global ICT Broadcast messages from GHD and field offices in accordance with the established policy and escalate issues as the right level.

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

  • Performs any additional assignments as requested by the supervisor

To qualify as a champion for every child you should have….

Completion of Secondary education supplemented with formal training at university level in Computer Science, Information Systems, Telecommunication, and Engineering.  Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification). ITIL Foundation Certificate or equivalent customer support certification is an asset. 

Must pass the English Administrative Support Assessment Test (ASAT) - formerly known as the Clerical Exam.

Five years of practical work experience in information technology, requiring systematic methods of troubleshooting and analytical problem solving. Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools. Practical experience in providing technical and business Customer Support and Services. Practical experience and working knowledge of various computer platforms and applications.

Previous work experience in emergencies is an asset.

Practical knowledge of computer programming, software information management, data processing applications, database development, network administration, data communications, telecommunications, hardware and software installation, service management, end-user assistance, preparation of end-user documentation and manuals.

Knowledge of SAP is an asset, and Help Desk tools and processes

Any previous experiences in the following is ideal: Practices and principles of services management, Systems rollout and implementation in large scale IT environment, Practices and principles of systems support, Practices and principles of IT analysis, planning, design, implementation and problem resolution.

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. Functional Competencies: Leading and Supervising, Formulating Strategies and Concepts, Analyzing, Relating and Networking, Deciding and Initiating Action (, Applying Technical Expertise.   To view our competency framework, please click hereUNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.