ICT Associate at UN Women

Duties and Responsibilities:

ICT Support and Service Delivery

• Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with appropriate priority levels.
• Investigate, diagnose, and resolve common hardware, software, and connectivity issues; escalate complex or unresolved issues to the relevant global IST teams.
• Provide first-level support for corporate applications, including Quantum ERP, Performance & Results Integrated System for Management (PRISM), and Microsoft 365, escalating functional or system-level issues to the relevant teams at headquarters.
• Communicate incident status and resolution updates to end users promptly, ensuring a positive user experience.
• Collect and consolidate user requests and feedback, reporting recurring issues to the supervisor for systematic improvements.

Hardware, Software, and Local Infrastructure Support

• Install and configure UN Women standard ICT hardware and software in accordance with corporate standards and guidelines.
• Implement and maintain security measures, timely system updates and OS/application patches as directed by the global Helpdesk team.
• Ensure adherence to UN Women ICT policies, standards, and guidelines.
• Monitor the local network environment, including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team at headquarters.
• Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure services, under guidance from the supervisor.

IT Asset Management

• Maintain a complete and accurate inventory of all ICT assets in the Nairobi office, including hardware, software licenses, peripherals, and network equipment.
• Support local ICT procurement by providing technical specifications and reviewing quotations, in coordination with the supervisor and Procurement teams.
• Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
• Manage and maintain local office technology, including printers, digital signage, and room booking systems.

Training and Knowledge Management

• Deliver training on standard computing and productivity tools using tools provided by UN Women IST.
• Contribute to team knowledge sharing and maintain the Knowledge Base.
• Support onboarding of new personnel by delivering ICT orientation, provisioning accounts and equipment, and ensuring completion of mandatory security training.
• Document local procedures, workarounds, and frequently asked questions to build a Nairobi-specific knowledge repository, contributing to the global Knowledge Base.

Collaboration and Coordination

• Serve as the local ICT point of contact for the Nairobi office, performing delegated tasks including user account management, shared mailbox and distribution list administration, and check-in approvals, in accordance with the ICT Focal Point Delegation of Authority and under guidance from the supervisor.
• Work closely with the global IST teams (Information Security, Platforms and Service Delivery, Enterprise Applications) to ensure alignment with corporate standards and timely resolution of issues requiring global team support.
• Liaise with other UN agencies and service providers in Nairobi (e.g., host agency, local UN common services) on shared ICT services and infrastructure, under guidance from the supervisor.
• Coordinate with local vendors for printing, connectivity, and maintenance services as required.
• Attend IST team meetings and provide timely updates on Nairobi office ICT status, issues, and user feedback.

Audiovisual and Conferencing Support

• Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments using MS Teams, Zoom, and similar platforms.
• Manage and maintain video conferencing facilities in the Nairobi office, including setup, testing, and troubleshooting for hybrid meetings and events.
• Provide technical support for meetings, town halls, and events hosted at the Nairobi office.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Core Values:

• Integrity;
• Professionalism;
• Respect for Diversity.

Core Competencies:

• Awareness and Sensitivity Regarding Gender Issues;
• Accountability;
• Creative Problem Solving;
• Effective Communication;
• Inclusive Collaboration;
• Stakeholder Engagement;
• Leading by Example.

Functional Competencies:

• Good working knowledge of IT infrastructure, including hardware, networking basics, and operating systems.
• Proficiency in Microsoft 365 end-user support and basic administration.
• Familiarity with ITSM tools and helpdesk ticketing workflows.
• Basic knowledge of information security principles, including endpoint protection and access controls.
• Ability to troubleshoot common hardware, software, and connectivity issues, and to know when to escalate.
• Strong client-service orientation with ability to communicate technical concepts to non-technical users in a clear and patient manner.
• Ability to work as part of a distributed team, following guidance from remote supervisors and collaborating effectively with colleagues across time zones.
• Strong organizational skills with ability to prioritize and manage multiple tasks simultaneously.
• Ability to establish and sustain effective working relationships with colleagues, vendors, and inter-agency counterparts in a multicultural environment.

Education and Certification:

• Completion of secondary education is required.
• Bachelor's degree in information technology or relevant equivalent field is an asset.
• Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.

Experience:

• At least six years (or 3 years with a bachelor’s degree) progressively responsible. experience in ICT helpdesk support, desktop administration, and end-user services, is required.
• Experience with Microsoft 365 end-user support is required.
• Experience with ITSM ticketing tools is required.
• Experience with basic network troubleshooting and local infrastructure support is required.
• Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
• Experience supporting in SharePoint and ERP systems is desirable.
• Experience working in a UN system organization or international organization is desirable.

Languages:

• Fluency in English is required.
• Knowledge of Kiswahili is desirable.
• Knowledge of any other UN official language is an asset.