Temporary Appointment of IT Associate (Operations), GS-6, Global Shared Services Centre, Budapest, Hungary

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, results.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary manages the processing of transactions on behalf of UNICEF offices around the world. The GSSC provides services to UNICEF offices globally in the areas of HR Administration, Payroll, Finance and Customer Care (Information Technology Global Help Desk). Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

 

 

Under the supervision of the IT Manager (Operations), the IT Associate will provide technical, operation and procedural support and end-user services in the implementation, maintenance and improvement of information technology systems, procedures and activities of the GSSC offices.

 

 

1. Ensure timely and effective user support.

 

• Provide on-going assistance in the operation and implementation of new systems.
• Perform first and second line support functions.
• Administer data security for end user access to network and/or facilities and troubleshooting ad-hoc or software problems experience on the network or facilities.
• Escalate the problem to ITSS HQNY if required.
• Ensure all calls are recorded, responded to promptly and resolved within the specified time frame.

 

2. Assist in the installation, configuration, maintenance and operation of the ICT Infrastructure such as Servers, Datacenter, Desktops, Laptops, Printers and other IT equipment.

 

• Deploy and maintain end user hardware (e.g. Servers, Printers, Desktops, Laptops and other ICT equipment (excluding networking equipment).
• Ensure regular monitoring, analyzing and resolving of all problems related to hardware.
• Perform on the spot hardware troubleshooting and replacement of parts when needed 
• Ensure all equipment is secured against network threats, protected against virus and backup schedules are adhered to.

 

3. Coordinate and monitor the work of the helpdesk function for the effective and timely resolution of problems.

 

• Ensure adherence to UNICEF IT policies and procedures.
• Provide technical assistance to the GSSC.
• Assist in drafting technical documentation as necessary.
• Coordinate and monitor hardware calls with vendors.

 

4. Maintain and update Helpdesk calls database.

 

• Analyze and identify trends and root causes.
• Address the issue of reducing the number of calls in terms of spares, training, guidelines, etc., based on the statistical analysis.
• Track and monitor incidents throughout their life-cycle, including verification and closure.
• Analyze problems, identify alternatives, test and recommend solutions.

 

5. Participate in beta testing of new applications and hardware and report on bugs and findings.

• Assist in global roll outs both in terms of implementation and user orientation/training as necessary.
• Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems.

 

6. Maintain spares for better IT support and ensure up-to-date inventory of assets. 

 

• Coordinate with administration in items (old and obsolete) for Property Survey Board (PSB).
• Coordinate with IT and Operations staff to ensure that the asset database is up to date and updated per equipment distribution

To qualify as an advocate for every child you will have…

 

• Completion of secondary education (i.e. high school diploma) is a minimum requirement.
• Minimum of six (6) years relevant experience in information technology (IT) is required.
• Advanced knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is required.
• Fluency in English (verbal and written) is required. Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is considered an asset.
• University level courses in computer science, Information Technology, engineering, telecommunications, or equivalent qualifications is desirable.
• Certification in computer hardware A+ or similar is desirable.
• Previous hands-on experience in planning, organizing and delivering administrative support services is highly desirable.
• Additional degree/diploma in Computer Science or Information Technology highly desirable.
• Certification e.g. MCSE, ITIL or equivalent customer support certification will be an advantage.
• Certification in pc security+ will be an advantage.
• Systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT product and services, and use of applications and diagnostic tools.
• Extensive knowledge and hands-on experience of various computer platforms and applications: operation systems, email and database systems, Windows Operating Systems (2012 Server, Windows 8/10 etc.), Active Directory, Office365, Microsoft Office product suites, Help Desk software, advanced Service/PC/ laptop/printer installation, configuration, troubleshooting and repairs.
• Work experience with a development organization is an asset.
• Knowledge of UN/UNICEF’s rules, regulations and procedures is considered an asset.
• Knowledge of the local language of the duty station is 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.

View our competency framework at

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

Please submit your application through UNICEF's online recruiting system in English.

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.

UNICEF has a zero-tolerance policy on sexual exploitation and abuse, and on any kind of harassment, including sexual harassment, and discrimination.