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Digital Services Assistant


  • Organization: UNDP - United Nations Development Programme
  • Location: Gaza
  • Grade: Consultancy - SB-3 (SC6/SC7), Service Contract, Local Contractors Agreement
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
    • Information Technology and Computer Science
    • Design (digital, product, graphics or visual design)
  • Closing Date: Closed


UNDP/PAPP, Gaza office is looking to hire the Digital Service Assistant who will be responsible to manage all the common  digital services for UNDP and other UN agencies in UNDP compound according to the UNDP rules and the regulations. Within this context the Digital services Assistant will be responsible to undertake all maintenance and the spot checks needed for  the proper functioning of digital equipment , networks as well as hardware and software  under the custody of the UNDP and other UN agencies. In addition, the incumbent will work in full coordination with the procurement unit to purchase and successfully operate all relevant commodities and systems deemed needed and approved by the management of the office in close consultation on technical aspects with Digital Services analyst.  The incumbent is also expected to organize the required online meetings whether on Video Conference, Skype, Zoom, …etc and make sure that everything is functioning well while resolving connection setbacks.

The position of Digital Service Assistant aims to support the UNDP and other UN agencies under the direct technical guidelines set by the Digital Service Analyst to facilitate and organize the daily work of the ICT common services; and to identify the proper solutions that will enhance the ICT performance tools in the organization.
Under the overall guidance of the Head of Gaza office and the day to day supervision of Operations and Security focal point and the technical supervision of the Digital Services Analyst, the incumbent  provides ICT and administrative support services to the ICT unit and daily technical support to users of information management tools and technology infrastructure. The incumbent is expected to adopt a client-oriented approach and work in close collaboration with the different UNDP/PAPP operation units, program teams  and the other UN agencies for resolving complex ICT-related issues.

Duties and Responsibilities

Summary of Key Functions:

  1. Implementation of UNDP Digital strategies and introduction/implementation of new technologies.
  2. Provision of high technical  support for PAPP hardware and software packages, web management and efficient administration of networks.
  3. Provision of administrative support including tasks assigned by the Digital Services Analyst.
  4. Facilitation of knowledge building and knowledge sharing in PAPP.
  5. Ensures smooth Coordination with the Digital Services team and other service support providers to effectively resolve incidents and requests, both hardware and software.
1.Implementation of UNDP Digital strategies and introduction/implementation of new technologies focusing on achievement of the following results:
  • Compliance with corporate information management and technology standards, guidelines and  procedures for the office technology environment.
  • Provision of inputs to internal policies and procedures on the use of Digital Services.
  • Elaboration of the content of internal Standard Operating Procedures in Digital Services will be carried out in consultation with office management.
  • Developing and updating the Automation and Digital Services annual plans.
  • Provision of support to the users of Atlas (UNDP’s implementation of PeopleSoft ERP) to maintain functionality and improve clients’ services.
2.Provision of high technical  support for PAPP hardware and software packages, web management and efficient administration of networks focusing on the achievement of the following results.
  • Supervision of the corporate UNDP systems and provision of advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
  • Development of new software packages for high impact results (e.g. office management system, electronic registry, etc.) utilizing SharePoint and or other web-based development software as required. The incumbent is expected to explore and analyze datasets with tools like Power BI, MS Excel or Access.
  • Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks in addition to maintenance of up-to-date parameters of information for the Local Area Network (LAN), Wide Area Networks (WAN), Firewall, network clients and electronic mail. In addition, upgrade timely LAN Infrastructure and Internet connectivity to meet UNDP requirements.
  • Identification of the opportunities and ways of converting business processes into SharePoint web-based systems to address the issues of efficiency (office management system, donor profile software, knowledge management systems). All SharePoint lists, libraries, web parts, workflows, sites/sub-sites will be maintained updated. Activities will include creation of automated solutions/workflows in online Office 365 SharePoint.
  • Troubleshooting and monitoring of network problems.
  • Response to user needs and questions regarding network access.
  • Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups. Activities will include maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities.
3.Provision of administrative support including tasks assigned by the Digital Services Analyst focusing on achievement of the following results 
  • Provision of advice on and assistance in procurement of new equipment for the CO and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids received from suppliers and inspection of equipment in accordance with UNDP Digital Services Policy and Standards.
  • Maintenance of an up-to-date inventory of the software and hardware.
  • Maintenance of the library of reference materials.
  • Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
  • Management of email accounts of the staff.
  • Identifying and developing digital solutions in order to become a paperless organization.
4.Facilitation of knowledge building and knowledge sharing in PAPP focusing on achievement of the following results:
  • Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision.
  • Organization of trainings for the operations/ projects staff on Digital Services solutions.
  • Maintenance of staff training profiles.
  • Synthesis of lessons learned and best practices in Digital Services.
  • Sound contributions to knowledge networks and communities of practice.
5.Smooth Coordination with the Digital Services team and other service support providers to effectively resolve incidents and requests, both hardware and software focusing on achievement of the following results:
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Upgrade and reimage computer hardware and application software as required. (Install and configure desktop computers, printers, routers, switches, smartphones, software deployment, security updates and patches)
  • Assist in the presentation of display materials and Video Conferencing events.
  • Manage users in the Office 365, provide IT Services orientation for Employees (Email, printers, scanners, IP telephone, etc.).
  • Monitor, troubleshoot and resolve internet/Telephone connectivity problems.
  • Supervise and process help desk support requests.
Impact of Results 
The key results have an impact on the overall efficiency of the Country Office including improved business results and client services. Forward-looking Digital Services management has an impact on the organization of office management, knowledge sharing, and information provision. 



Demonstrates integrity and ethical standards.
Demonstrate corporate knowledge and sound judgment.
Demonstrates the ability to remain objective, neutral and independent vis-à-vis all parties involved.
Demonstrates commitment to UNDP’s mission, vision and values by supporting corporate goals.
Complies with UNDP’s rules, regulations and code of conduct.
Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.
Self-development, initiative-taking.
Acting as a team player and facilitating teamwork.
Core Competencies
Ability to make new and useful ideas work
Level 1: Assesses work with critical eye
Ability to persuade others to follow
Level 1: Takes responsibility for and ensures high quality of own work
People Management
Ability to improve performance and satisfaction
Level 1: Understands personal and team roles, responsibilities and objectives
Ability to listen, adapt, persuade and transform
Level 1: Reliably and consistently listens and interprets information and instruction correctly
Ability to get things done while exercising good judgement
Level 1: Meets goals and timelines for team deliverables
Experienced understanding of TCP/IP.
Good knowledge of Windows Server 2012/2016 and Azure.
Experience with Meraki Appliances and VPN’s remote implementation.
Experience with other Office 365-based collaboration tools, Outlook, Yammer, Planner, Teams
Ability to work with social media (Facebook, Twitter, YouTube, and more).
Good judgment and ability to improve network security and prepare correspondence on own initiative.
Understands the main processes and methods of work regarding to the position.
Demonstrates ability to identify problems and proposes solutions.
Organizes and prioritizes work schedule to meet client needs and deadlines.

Required Skills and Experience


University degree in computer engineering with relevant certifications in hardware and software management and application, Microsoft Certified Professional (MCP) required. If certification is not available at the time of recruitment, it should be obtained within 6 months. 
5 years of relevant working experience, including network administration, support to management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications. 
Language Requirements:
Fluent in Arabic, proficiency in English. 
Working knowledge of other UN language desirable 


Important applicant information

All posts in the SC categories are subject to local recruitment.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Workforce diversity

UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.

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This vacancy is now closed.