Information Comm. Technology Assistant, G5, ESARO, Nairobi, Kenya

The ICT Assistant is: (1) a First Line ICT Help Des analyst, provide resolution to ICT related problems to end users. S/he independently resolves most basic ICT support problems reported via telephony, in person or service management tools. (2) a second line ICT Help Desk Analysts. S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc. (3) An ICT Move Add and Change analyst. S/he installs, configures, and removes end users ICT equipment. (3) an expert, in Desktop/Laptop, Printer, Scanner, Email and standard office software.

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, a fair chance

The ICT Assistant is: (1) a First Line ICT Help Desk analyst, provide resolution to ICT related problems to end users. S/he independently resolves most basic ICT support problems reported via telephony, in person or service management tools. (2) a second line ICT Help Desk Analysts. S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc. (3) An ICT Move Add and Change analyst. S/he installs, configures, and removes end users ICT equipment.  (3) an expert, in Desktop/Laptop, Printer, Scanner, Email and standard office software.

How can you make a difference?

ICT Assistant under the supervision of ICT Officer is responsible for end user support, end user ICT equipment installation, maintenance, meeting and conference support as well as orientation and training to end users on ICT products and services. ICT Assistant will also provide backup technical support to administration, maintenance, configuration, installation of ICT infrastructure for ESARO ICT Hub. S/he can operate, diagnose and maintain all conference services including audio, video and web. S/he can maintain and perform basic diagnosis on LAN/WAN/WiFi infrastructure.

This will involve :

Help Desk Analyst (First line)

Provide first line support to end users on standard ICT products and services

Resolve basic support calls received via phone-in, walk-in users; calls received through Service Management tools.

Manage lifecycle of service calls assigned to him/her in support service management tool

Resolve calls as per service level agreements.

Manage first line service management queue.

Resolve support calls related to UNICE standard software and hardware including Office Products, email, cloud services, operating systems, laptops, desktops etc.

Provide training, orientation on end user ICT products and services.

Write brief howto documents on ICT products and services for end users.

Help Desk Analyst (Second line)

Provide second line support on standard ICT products and services.

Resolve critical support calls or incidents reported by end users. Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems.

Manage lifecycle of incidents assigned to him/her in service management tools

Resolve incidents related to UNICE standard software and hardware including Office Products, email, cloud services, operating systems, laptops, desktops etc.

Move, Change and Add Analyst

Install, configure and maintain new end user ICT equipment including Desktops, laptops, printers, scanners etc.

Rollout UNICEF standard operating systems in end user computers

Rollout UNICEF standard software in end user computers

Sanitize end user ICT equipment off UNICEF data before disposing.

Advice users about lifecycle of end user ICT equipment.

Provide basic support to Android and Apple smartphone management.

Focal person for meeting support

Facilitate ICT support to inhouse/outside meetings, conferences, workshops etc.

Liaise with event focal person on ICT need assessment.

Co-ordinate with facilities focal person on the available ICT facilities.

Arrange necessary ICT facilities for the meeting.

Provide ICT support during the meeting.

Setup and manage conference services for the meeting.

Provide BCP support outside office to specific and selective Sr. Staff as advised by ICT manager, common services unit.

System Administrators

Work as a standby administrators to ICT common services datacenter.

Maintain update servers, LAN/WAN equipment.

Install Servers, Switches, LAN/WAN ports, WiFi APs etc.

As an advocate for every child, you will have…

Education: Advanced diploma or equivalent background in Computer Science, Information Science, Business Administration, Engineering, or related area. Certification in ITIL as asset.

Experience: Five years of relevant work experience. At least three years’ experience in other technical areas, i.e. network administration, and help desk support services, messaging and database administration. Experience in an international organization is desirable.

Language Requirements: Fluency in English and Swahili as a working language.

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 and inclusion within its workforce, and encourages qualified candidates from all backgrounds to apply.