ICT Assistant, G5 at UNICEF

• Under UNICEF mandate for promoting the protection and survival of Children, Information Communication Technology (ICT) plays an integral part of supporting UNICEF business operations. ICT Support services have proved vital in the context of increased demand to support to staff hybrid office and teleworking, changing ICT applications and cloud environments. UNICEF Kenya country office seeks to recruit qualified ICT Assistants for a period of one year to strengthen ICT resource capacity required in support of UNICEF Kenya Country Office operations in Nairobi and field offices as well as meet requirements to support emergencies response activities.

Purpose of the Position

• The primary purpose of position is to strengthen ICT operational effectiveness. The ICT Assistants will work within the ICT Common Services Unit based in Nairobi to ensure adequate resource capacity to support UNICEF operations in Nairobi and zonal offices within Kenya.

Main Responsibilities and Tasks

The incumbents will undertake the ICT support assignments listed below.

• Play roles of First Line ICT Help Desk Analyst to provide resolution to ICT related problems to end users. S/he independently resolves most ICT support problems reported remotely or in person or through service management tools.
• Play role of Second Line ICT Help Desk Analysts, to provide solution to critical ICT problems by research, collaboration with other technical personnel, utilizing knowledge databases, problem solving techniques etc.
• Undertake role of Move Add and Change analyst to install, configure, and remove end user ICT equipment.
• The ICT Assistants will undertake end user support, including user orientation and training on ICT products and services.
• They will be required to operate, diagnose, and maintain conference services tools including audio, video, and web.
• They will be required to travel within Kenya undertaking ICT support assignments from time to time.
• They will be required to play role of alternate to Systems Administrators in the maintenance, configuration, installation of ICT infrastructure components.

Description of the Assignment

Help Desk Analyst (First line)

• Provide first line support to end users on standard ICT products and services received via phone-in, walk-in users; calls received through Service Management tools.
• Manage lifecycle of service calls assigned to him/her till calls are resolved and closed.
• Resolve calls as per service level agreements as per service management tools protocol.
• Resolve support calls related to UNICEF standard software and hardware including Office 365 Products, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc.
• Provide training, orientation on end user ICT products and services.

Help Desk Analyst (Second line)

• Provide second line support on standard ICT products and services.
• Resolve critical support calls or incidents reported by end users. Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems.
• Manage lifecycle of incidents assigned to him/her in service management tools
• Resolve incidents related to UNICEF standard software and hardware including Office Products, email, cloud services, operating systems, laptops, desktops etc.

Move, Change and Add Analyst

• Install, configure, and maintain new end user ICT equipment including desktops, laptops, printers, scanners etc.
• Rollout UNICEF standard operating systems and standard software in end user computers
• Sanitize end user ICT equipment off UNICEF data before disposing.
• Advice users about lifecycle of end user ICT equipment.
• Provide basic support to Android and Apple smartphone management.

Focal person for Webinars, events and meeting support

• Facilitate ICT support to inhouse/outside meetings, conferences, workshops etc.
• Co-ordinate with facilities focal person on the available ICT facilities.
• Arrange necessary ICT facilities for the meeting.
• Provide ICT support during the meeting (Setup and manage conference services)

Other duties

• The ICT Assistants may be assigned other ICT related tasks such as supporting Business Continuity activities at designated sites outside the UN complex.
• Undertake inspection of ICT equipment procured for UNICEF counterparts at warehouse or partner locations, installation and testing of the same.

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

• Diploma/Advanced diploma of higher certificate.

Experience

• At least 3 years work experience in ICT Support Services/Helpdesk within an environment of over 200 users in a team
• At least 3 technical certifications in Operating System environment, Networking and ICT Support: Microsoft Windows Operating System, MS Office365/Microsoft 365®, TCPIP Networking/Network Administration, ICT Security. ITIL certification will be added advantage.
• Working environment and proficiency in supporting collaboration tools (Zoom, MS TEAMS, Cloud workspace such as SharePoint, OneDrive etc.)
• At least 2 years working experience working with remote user support tools
• 2 years’ work experience with international multi-cultural institutions (UN, NGO/multinationals) environment will be an added advantage.