Internship - ICT Helpdesk Support (Unpaid)
Pretoria (South Africa)
United Nations Development Programme (UNDP) is UN’s global development organization. UNDP has a normative global mission as a pro-poor development agency to promote human rights, and the Sustainable Development Goals(SDG). The Intern will work as part of the IT Unit under the direct supervision of the ICTAssistant/ICT Associate.
Duties and Responsibilities
- To backstop the implementation of mobile computing.
- After training and orientation, the intern will provide technical support (Helpdesk) to UNDP staff and Affiliated Agencies.
- Train users on MS Office applications and other related software
- Ensure all UNDP and Affiliated Agencies machines have standardized software and are up-to-date.
- Users are configured on new laptops and are trained on using mobile computing
- Prompt response to user helpdesk requests.
- Users are trained on using and basic troubleshooting of MS Office applications and other related software.
Learning opportunities for intern
- Hardware installations
- LAN/WAN Management
- Logging Calls
- First Line support
- mobile computing
- User management via Active Directory
- Antivirus server management
- Microsoft Office SharePoint Server management
- Amongst many others
- Setup meeting for Skype, blue jeans and webinar
- Upload on cloud
- Printer Management
- Amongst many others
Duties and Responsibilities:
- Accept technical support calls to the I.T. Department and log them in the Helpdesk System.
- Escalate technical support issues that cannot be addressed by the Helpdesk to the appropriate technician.
- Troubleshoot and resolve end-user hardware, operating system, and software- related problems, when possible from the Helpdesk.
- Troubleshoot and resolve basic network and server access problems for end- users, when possible from the Helpdesk.
- Troubleshoot and resolve issues with LAN, Printers and outlook, etc. systems, when possible from the Helpdesk.
- Participation in the I.T. Extended Support Program.
- Must be able to solve technical problems telephonically before escalating the call to technicians
- Assignments of additional duties and responsibilities are effectively performed
- Ability to perform a variety of repetitive and routine tasks and duties related to ICT
- Ability to review data, identify and adjust discrepancies
- Ability to operate and maintain a variety of computerized business machines and office equipment to provide efficient delivery of service
- Ability to organize and complete multiple tasks by establishing priorities
- Demonstrates ability to quickly shift from one task to another to meet multiple support needs
- Establishes, builds and maintains effective working relationships with staff and clients to facilitate the provision of support
Required Skills and Experience
National Certificate in Information Technology or related studies (A+, CompTIA N+ and IT Engineering
Applicants to the UNDP internship programme must at the time of application meet one of the following requirements:
- Be enrolled in a graduate school programme (second university degree or equivalent, or higher)
- Be enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent);
- Have graduated with a university degree (as defined in (a) and (b) above) and, if selected, must start the internship within one-year of graduation.
- Good knowledge of Microsoft Office software, Operating System Windows 7 and windows 10 Professional or Enterprise
- Hardware and software troubleshooting skills
- Good communication skills and ability to work effectively under pressure in a team and in a multicultural environment.
- Excellent written and spoken English language.
A few key points regarding internships with UNDP:
- Interns are not financially remunerated by UNDP. Costs and arrangements for travel, visas, accommodation and living expenses are the responsibility of the nominating institution, related institution or government, which may provide the required financial assistance to its students; or the intern, who will have to obtain financing for subsistence through private sources.
- Interns are responsible for securing adequate medical insurance for the duration of their internship with UNDP and must provide a medical certificate of good health prior to starting the internship. UNDP will not reimburse the medical insurance of the intern. Any costs arising from accidents and illness incurred during an internship assignment will be the responsibility of the intern.
- The intern is responsible for obtaining necessary visas and arranging travel to and from the duty station where the internship will be performed;
- UNDP accepts no responsibility for loss or damage to personal effects that may occur during the internship.
- Interns are not eligible to apply for, or be appointed to, any post in UNDP during the period of the internship;
- The intern must provide proof of enrolment in health insurance plan;
- Interns are not staff members and may not represent UNDP in any official capacity
The purpose of the Internship Programme is not to lead to further employment with UNDP but to complement an intern’s studies. Therefore, there should be no expectation of employment at the end of an internship.
Applications including an updated CV and cover letter should be uploaded on the UNDP job site.