ICT Senior Assistant - Helpdesk, Multiple positions

Addis Ababa

Organization: UNOPS - United Nations Office for Project Services
Location: Addis Ababa
Grade: Administrative support - LICA-5, Local Individual Contractors Agreement
Occupational Groups:
- Administrative support
- Information Technology and Computer Science
- Customer services
Closing Date: Closed

Background Information - Job-specific

Established in 2009, UNOPS Ethiopia Office has been providing services to various partners, including the government of Ethiopia, UN agencies including but not limited to WHO, UNHCR,UNECA,UNOCHA,UNIDO and WFP, and other international organizations such as but not limited to EU, KOICA,EOJ,IRC and Italian Government . In 2014, the UNOPS Executive Director decided to establish the UNOPS Ethiopia Operational Hub (EMCO), which manages and coordinates the UNOPS activities in Ethiopia, as well as Sudan and Djibouti.

UNOPS EMCO activities range from tailor-made administration, operations, human resources and logistics support for implementation of development and humanitarian projects, infrastructure and procurement management services; and advisory services on effective procurement, supply and financial management as well as project and program management.

From 2016, EMCO launched a strategy to position itself as the preferred partner of choice for development projects, increase visibility,balanced and growth, organizational development and increase operational excellence . As a part of this, EMCO is embarking upon various infrastructure management projects across Ethiopia, Sudan and Djibouti with a variety of donors and partners. These projects range from provision of advisory and transactional services to facilitate construction of various structures, from roads to hospitals, and from power plants to industrial zones. All of these projects and their sub-projects will be implemented in partnership with the Government of Ethiopia, Sudan and Djibouti, as well as other international and non-governmental organizations in the county.

UNOPS and the ECA have partnered together to deliver on a project that will put in place the critical business systems and services to enable the Economic Commission for Africa (ECA) to go beyond its current regular operations and effectively deliver on its Business Plan mandate of becoming Africa’s premier think tank. Five specific outcomes are foreseen, which are the results of the implementation plans of four corporate strategies introduced for communications, publications, knowledge management and ICT for Development. When attained, the outcomes will result in a sustainable increase in the visibility and impact of the organization’s work in the areas of policy research and knowledge delivery. This recruitment initiative is carried out by UNOPS in support of ECA’s Information Ans Communication Technology Support Section (ICTSS) strategic intent. It is with this objective that UNOPS advertises these opportunities in partnership with ECA.

Functional Responsibilities

Within delegated authority, the ICT Senior Assistant will be responsible for the following duties:

Acts as focal point for receipt and processing of user requests, including logging, escalation and resolution of issues reported to the ICTSS Help Desk either through e-mails or telephone phone calls;
Helps provide technical support to staff and Senior Management on relevant UN standard hardware and software systems and applications;
Helps install, configure, test and troubleshoot desktop, printer and end user devices hardware and software, including configuring for Local Area Network connectivity, desktop operating systems, Electronic mail, Lotus Notes, Citrix, Database systems, Internet Web applications, network services like Domain Name Server (DNS), DHCP, and various security and client applications.
Helps and participates in the development, deployment and maintenance of application software(s) within Lotus Notes, Microsoft SQL Server, IMIS and Web-based architectures;
Helps support critical conferences, meeting and town-halls
Helps prepare technical and user documentation for training purposes and is also involved in conducting basic user training for IT related hardware and applications;
Helps prepare, update, deploy and document Desktop Standards and images;
Undertakes routine monitoring of server and network connectivity systems to ensure availability of services;
Plays a support role in needs assessments for new systems (including modifications to existing systems), performs ongoing reviews with users and developers and responding to requirements. Also involved in generating requests, implementation, and provision of operational support for various applications;
Helps provide monitoring of personal computers running the UN software delivery system to ensure that software distributions, patches and antivirus updates are being delivered correctly;
Installs, configures and tests audio, video conference and desktop video conference
Hardware/Software using available communication and network connectivity systems;
Assists in meetings’ and Conferences preparation by standardizing and configuring conference hardware and software in various locations throughout headquarters and may be requested to operate the equipment during conferences;
Be part of the activity concerning research on new technologies as requested, keeping abreast of developments in the field;
Participates in the testing and evaluating new products and technologies;
Assists management with scheduling and assignment of tasks to Junior Staff;
Provides training and guidance to junior staff on the more complex technical issues;
Coordinates and oversees review meetings for outstanding issues, requests, tickets etc;
Collaborates with other units on cross cutting projects where participation is required;
Performs other related duties as required and maybe required to work as service desk support beyond normal office working hours.
Assists in preparation of MOUs as well as follow-up on billing and receivables for IT services extended to co-located agencies.
Performs other related duties as required and maybe required to work beyond normal office working hours.

Knowledge Management and Learning

Shares knowledge and experience and contributes to practice areas
Encourages office staff to share knowledge and contribute to practice areas
Promotes a knowledge sharing and learning culture in the office
Demonstrates strong coaching/mentoring skills, regularly providing helpful feedback and advice to others in the office
Actively works towards continuing personal learning and development in one or more practice areas, acts on learning plan and applies newly acquired skills

Education/Experience/Language requirements

Education:
High School Diploma or equivalent is required.
Technical Diploma or Bachelor Degree in Information Systems, Computer Science or related fields is highly desirable.
Experience:

Five years experience in providing service desk support to end users is required.
Experience following areas is an advantage; incident management, problem management, troubleshooting end user devices, desktop operating systems and enterprise client applications, preparation of desktop standards and software distribution or related area preferably with a UN organization or INGOs.

Language:
Fluency in oral and written English is required.

Contract type, level and duration

This is a local position and therefore it is open to only Nationals of Ethiopia.
Contract type: Local Individual Contractor
Contract level: LICA 5
Contract duration: 1 year with possibility of extension ( Subject to satisfactory performance and funds availability)

For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.

Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).

Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.

Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.

Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.

Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Additional Considerations

Please note that the closing date is midnight Copenhagen time
Applications received after the closing date will not be considered.
Only those candidates that are short-listed for interviews will be notified.
Qualified female candidates are strongly encouraged to apply.
UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
For retainer contracts, you must complete a few Mandatory Courses (around 4 hours) in your own time, before providing services to UNOPS.
The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.

Background Information - UNOPS

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale.

This vacancy is now closed.
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