ICT & Database Intern at Urgent Action Fund-Africa

Position Overview

• Reporting to the ICT & Database Assistant, the ICT & Database Intern will provide first-line ICT support and assist with routine database, Microsoft 365, information security, asset management, documentation and digital workplace activities. The role offers practical learning experience while contributing to reliable day-to-day ICT service delivery across UAF-Africa’s virtual working environment. Complex technical issues and higher-level systems administration matters will be escalated to the ICT & Database Assistant.

Duties and Responsibilities

ICT User Support

• Respond to first-line user support requests, including password resets, access issues, application support, and routine troubleshooting, and escalate unresolved or complex matters to the ICT & Database Assistant.
• Support the set-up, configuration, and routine maintenance of laptops, mobile phones, printers, and other ICT equipment.
• Assist with basic hardware, software, operating system, and connectivity troubleshooting.
• Support virtual meetings, webinars, and other online organisational events as assigned.
• Log, categorise, and track support tickets in the helpdesk system, and follow up on their resolution status.

Microsoft 365 and Digital Workplace Support

• Assist users with Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, and Forms.
• Support routine user account administration, permissions, and access rights updates under the supervision of the ICT & Database Assistant.
• Assist with ICT onboarding and offboarding activities, including equipment preparation, account checklists, and access documentation.
• Support the organisation and maintenance of documents and records within approved digital repositories.

Database and Information Management Support

• Assist with data entry, validation, record updates, and routine data-quality checks within organisational databases.
• Support data-cleaning exercises and identify incomplete, duplicate, or inconsistent records for review.
• Assist with the preparation of approved database reports, dashboards, and data extracts.
• Support user access administration and routine user inquiries relating to organisational databases.
• Assist with user testing of database enhancements and document issues, test results, and recommended follow-up actions.

ICT Asset Management

• Maintain an accurate inventory of ICT equipment and asset records.
• Support the issuance, return, transfer and verification of ICT assets and related documentation.
• Assist with periodic physical verification of ICT equipment and follow up on identified discrepancies.
• Perform minor equipment maintenance and coordinate other servicing needs under supervision.

Cybersecurity and Compliance Support

• Assist with routine monitoring of antivirus and endpoint protection status and escalate identified concerns.
• Support cybersecurity awareness activities and promote safe use of organizational systems and information.
• Report suspected phishing, unauthorized access, data-security concerns, and other ICT incidents promptly.
• Support adherence to ICT policies, data-protection requirements, access controls, and approved procedures.

Reporting, Documentation, and Continuous Improvement

• Maintain ICT service records and assist in preparing periodic summaries of support tickets, recurring issues, asset movements, and other agreed ICT indicators.
• Draft and update user guides, induction materials, knowledge articles, and standard operating procedures for review by the ICT & Database Assistant.
• Use approved AI-assisted tools responsibly to support day-to-day business operations, documentation and productivity.
• Participate in testing and implementation of new ICT tools, process improvements, and digital solutions.
• Research emerging technologies and share practical observations that may improve operational efficiency.
• Perform any other relevant duties assigned by the supervisor, consistent with the learning objectives of the internship.

Qualifications

• A degree in Computer Science, Information Technology, Information Systems, Software Engineering or a related field.
• At least one-year relevant experience and relevant introductory training or certification in Microsoft 365, databases, networking, or cybersecurity will be an added advantage.

Skills and Experience

• Basic understanding of Windows and macOS environments.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Basic understanding of database concepts, data quality, and responsible information management.
• Basic knowledge of computer hardware, software installation, and troubleshooting.
• Awareness of cybersecurity, confidentiality, and data-protection principles.
• Knowledge of, or willingness to learn, approved AI-assisted productivity tools.
• Strong organisational skills, attention to detail, and ability to manage multiple priorities.
• Good written and verbal communication skills and a service-oriented approach.
• Ability to work independently, take initiative, learn quickly, and escalate issues appropriately.
• Experience working in a virtual or multicultural environment will be an added advantage.
• Commitment to UAF-Africa’s feminist values, women’s human rights, and social justice.

Learning Outcomes

By the end of the internship, the intern is expected to have gained practical exposure to:

• ICT service management and first-line user support.
• Microsoft 365 and digital workplace administration.
• Database support, data quality, and operational reporting.
• ICT asset management and documentation controls.
• Cybersecurity awareness and responsible information handling.
• Digital process improvement and responsible use of AI-assisted workplace tools