Information Communication Technology Assistant GS-6 FT, Basra, Iraq #97469 (for Iraqi national only)

ICT Associate is to provide ICT support for users in Basra Office, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first and second line functions: provides business support for country 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.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child,

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?

ICT Associate is to provide ICT support for users in Basra Office, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first and second line functions: provides business support for country 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.
2. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization's computer systems infrastructure.
3. Escalation is properly directed in a timely manner.
4. Performance monitoring and assessment is regularly conducted for service improvement.
5. Documentation and training of the Help Desk processes and procedures is provided to maintain internal knowledge continuity and competency.
6. Assignments of additional duties and responsibilities are effectively performed.

 To qualify as an advocate 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. Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. Work experience in providing ICT support to remote field offices in developing countries an asset.

  Work experience in emergencies.

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

For every Child, you demonstrate…

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

The technical competencies required for this post are:

• Analyzing  [II]
• Applying Technical Expertise [II]
• Following instructions and Procedures [II]
• Planning and Organizing [II]

View our competency framework at

http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

Technical Knowledge 

a) Common Technical Knowledge Required (for the job group)

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. UNICEF Field Offices environment and use of SAP. Knowledge of Help Desk tools and processes.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

Remarks:

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.