Org. Setting and Reporting

The position is located in the Field Technology Section. Within delegated authority, the Information Technology Assistant will be responsible for the following duties:

Responsibilities

• Provide 1st level ICT support on ICT related issues and requests, following Incident Management and Request Fulfilment lifecycle of recording, classification, prioritization, resolution, escalation and closure. • Receive and log service requests and escalate work orders using Customer Relationship Management tool (e.g. iNeed) as per Service Level Agreement (SLA). • Provide basic technical support to the Enterprise Resource Planning system (e.g. UMOJA) related requests and issues as required • Provide basic on-line and on-site assistance to problems related to the use of IT equipment, UN Standard applications and software (e.g. Office 365, Adobe application, database applications, Internet browsers, workstation operating systems, antivirus etc.). • Assists in providing basic training to end-users on the use of UN applications/systems. • Assists in the preparation of technical and user documentation, technical reports as well as in the production of training materials. • Assist in implementing standards for applications that meets the needs of the users and supports the overall Information and Communication Technology. • Assist in the administration, installation, configuration and maintenance of computing and FTS End-User devices (Laptops, Desktops, Mobile Devices, Printers, UPS, etc.) • Assists in configuring UN officially issued smart phones, tablets (e.g. iPad, Samsung Tab etc.) • Assist in supporting voice and video conferencing services and any other in-person or hybrid events. • Assist in the installation of the software packages, basic repair/maintenance of computer hardware. • Assists in basic network troubleshooting and endpoint related hardware and software components. • Assists with maintaining an inventory of organizational needs and requirements and assists with reports and communication. • Provide basic support to UNMIK data analytics and business intelligence reporting requirements. • Assists in maintaining databases, with data collection efforts, create statistics. • Assists with data acquisition and data cleansing. • Provide support to UNMIK Digital Transformation and Cybersecurity projects and activities. • Keeps abreast of developments in technology both in the UN and in the industry in general. • Performs other related duties as requested by supervisor or chief of section.

Competencies

• Professionalism: Knowledge of information technology and applications, including computer system networks. Knowledge of data analytics and Microsoft Power BI. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. • Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed. • Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Education

Completion of secondary/high school education with confirmed diploma.

Job – Specific Qualification

ITIL 3.0 or ITIL 4.0 training/certification is desirable. Knowledge of Basic computer programming (e.g. Python, Ruby etc.) is desirable. Knowledge of WordPress Content Management System is desirable.

Work Experience

A minimum of three (3) years of progressively responsible experience in Service Management and Support, IT Business Administration, Project management or related area is required. The minimum years of relevant experience is reduced to 1 for candidates who possess a first-level university degree or higher.

Languages

English and French are the working languages of the United Nations Secretariat. For this position, fluency in English (both oral and written) is required.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.