INTERNSHIP - ICT Helpdesk Assistant, 6 months, Full-time, Addis Ababa, Ethiopia

The ICT Helpdesk Assistant is accountable for the delivery of effective and efficient Help Desk first support services to all UNICEF Ethiopia staff. She/he will be accountable for diagnosing and resolving user requests and incidents in a timely manner, assist with monthly tickets generation for the local helpdesk, and provide support and guidance to users.

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, a hero

The ICT Helpdesk Assistant is accountable for the delivery of effective and efficient Help Desk first support services to all UNICEF Ethiopia staff. She/he will be accountable for diagnosing and resolving user requests and incidents in a timely manner, assist with monthly tickets generation for the local helpdesk, and provide support and guidance to users.

How can you make a difference?

The ICT Helpdesk Assistant will be responsible for the following duties: -

User Support:

• Provide Tier1 user support to all users on their requests and incidents in collaboration with the Helpdesk Assistant.
• Imaging and configuring laptops to users as per the ICT standards set and Checklist developed
• Support on meetings and conferences requests
• Assist in receiving and registering user requests on the service gateways ICT-related issues and /or requests.
• Installing the user laptop and gadgets in the respective working station (Dockers, monitors, etc.)

Administration Support:

• User requests processing on service gateway (Open to resolution stage)
• Ensure all requested users’ tickets status are updated (on hold, resolved, or closed)
•  Assist in receiving new ICT equipment from Admin for configuration custodianship

Any other duties assigned by the supervisor.

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

• Enrollment at a university in Ethiopia at the undergraduate or graduate level or be a recent graduate (within the past two years) in Computer science, information systems, or related areas.
• Knowledge of relevant computer systems and applications; excellent knowledge of MS Office is required.
• Good interpersonal, networking, and communication skills.
• Willingness to contribute and work as part of a team.
• Flexible and open to learning and new experiences.
• Respect for diversity and adaptability to other cultures and working environments.
• Fluency in English is required.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, Accountability and Sustainability (CRITAS).

To view our competency framework, please visit here.

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 Ethiopia especially encourages qualified female candidates including persons living with disabilities, to apply.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.