Background

The ICT team plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.

Under the guidance and direct supervision of the ICT Associate/Head of ICT Unit, the ICT Helpdesk Associate provides services on ICT related issues and software maintenance. The main responsibility of the ICT Helpdesk Associate is to improve IT infrastructure, which shall include but not be limited to: Network, Software, Database, IT Training and IT Capacity Development activities.

Specific expectations from the ICT Helpdesk Associate will be articulated in the service requests to be made by UNDP and UN Agencies during the course of the contract.

Scope of Work

The ICT HelpDesk Associate works in close collaboration with Programme and Operations teams of the UN Agencies for resolving ICT-related issues.

1. Provide IT support to the end-users:

• Provide and/or monitor Intune enrollment for work computers
• Provide ICT support on corporate cloud services
• Provide on-site support on the usage of software and hardware to the end-users upon request;
• Provide remote ICT support to the end-users;
• Troubleshoot on operational IT problems, provide assistance in finding solutions;
• Provide IT support in organization of events in the shared premises and external locations, as necessary;
• Assist in preparation of specifications and configurations for purchasing of computer equipment and/or expendable materials.
• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.

2. Monitor and control effective functioning of the ICT hardware and software:

• Monitor the use of ICT equipment, organize for periodic maintenance, routine repair and/or replacement (as necessary and in consultation with the corresponding managers) of hardware electronic components.
• Assist in the installation of commercial software, in-house software and related upgrades.
• Assist in upgrading of operating systems on a timely and regular basis.
• Support the users in backing up and restoring their data, as well as in virus detection, removal and prevention.
• Perform other specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.).

3. Support network administration and security:

• Respond to end-user needs regarding network access;
• Implements IT related security measures as per the guidance from the CO;
• Assist in troubleshooting and monitoring of network problems;
• Perform other specific technical functions, including replacement of network equipment (switches, access points, etc.).

4. Provide administrative support:

• Provide support for Intune enrollment process
• Maintain the inventory and stock of supplies and spare parts;
• Provide other ICT support as required by the supervisor

5. Ensure facilitation of knowledge building and knowledge sharing in the CO

• Participate and assist in the organization of training for the CO staff on ICT issues.
• Provide sound contributions to knowledge networks and communities of practice.

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

Institutional Arrangement

Direct supervisor: ICT Associate /Head of ICT Unit.

The incumbent is expected to exercise full compliance with UNDP ICT, programming, financial, procurement and administrative rules, regulations, policies and strategies.

Competencies

Core

Achieve Results:

LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively:

LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously: 

LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility:    

LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination:   

LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner:    

LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion:   

LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies 

Business Management:

• Customer Satisfaction/Client Management     

Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns.

Business Management:

• Digital Awareness and Literacy    

Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. Knowledge of the usage of digital technologies and emerging trends.

Information Management & Technology    

• IT Customer Support 

Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management & Technology:    

• Network, Communication and Infrastructure Management    

Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Information Management & Technology:    

• IT Service Delivery & Operations  

Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable

Administration & Operations:

• Onboarding of personnel  

Knowledge of policy and procedures on administrative
on-boarding, email address creation, office space, telephone extension, issuance of office ICT equipment

Minimum Qualifications of the Successful NPSA

Min. Education requirements

• Secondary education is required.
• University Degree in Computer Science or other relevant area or equivalent field will be given due consideration, but it is not a requirement.

Min. years of relevant work experience 

• Minimum of 6 (six) years (with Secondary Education) or  3 (three)  years (with University Degree)  of relevant experience in ICT user-support and client service is required.

Required skills 

• Previous experience in relevant areas like network administration, support to management of hardware and software platforms, telecommunications facilities.
• Knowledge and experience of Microsoft Windows-based packages/ applications.
• Knowledge and experience of Microsoft 365 services.

Desired skills 

• Previous experience with UN Agencies/UNDP is a strong advantage.
• Demonstrated and substantive experience in providing ICT Helpdesk services to ensure efficient and timely support to users.
• Experience working with user-centered designs and conducting user research and testing is desired.
• Proven experience in ongoing technical support for implemented systems is an asset.
• Experience in supporting the monitoring of functionalities of digital solutions is desired.

Required Language(s) 

• Fluency in English, Romanian and Russian is required.
• Knowledge of one or more minority languages relevant for Moldova, including Romani, Gagauzian, Bulgarian, Ukrainian and sign language, is an asset.

Professional Certificates

• Any computer science relevant certification is an asset.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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