Org. Setting and Reporting

The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the representative office of the Secretary-General. We support programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme (UNHABITAT) globally, as well as other UN offices in Kenya, by providing administrative, conference and information services (www.unon.org). The post is located in the Client & Enterprise Support Section (CES) of the Information and Communications Technology Service (ICTS) in UNON.

Under the general guidance of the Chief, UNON/ICTS/CES and direct supervision of the Chief, UNON/ICTS/CES/CSU) the incumbent will perform the following duties:

Responsibilities

1. Desktop Administration and Configuration:
Supervise junior staff for specific projects;
Monitor all personal computers running the UN software delivery system;
Perform software distribution updates, scripting, testing and support;
Perform research into new versions of centrally supported software, perform beta testing, production rollout and post production support;
Perform 2nd level desktop troubleshooting;
Provide technical advice to clients;
Provide guidance and training to staff;
Prepare, maintain and update files and internal databases;
Draft documentation and reports.

2. Service Installation and Support:
Receive and log service request calls;
Resolve problem and incident management requests;
Schedule service requests including equipment replacement/installation, software installation, Local Area Network connection, return to stock, site surveys;
Diagnose and resolve any hardware, software or connectivity problem;
Provide basic training to end user;
Log all action including site survey, steps taken to resolve problem or to complete task and problem encountered, current status;
Act as focal point for technical staff at lower levels;
Escalate tasks to the appropriate parties;
Detect problem patterns and recommend solutions.

3. Service Coordination:
Receive and log service requests;
Create and assign work order in accordance with the established procedures;
Distribute work assignment and monitor progress;
Liaise with other ICTS teams to facilitate completion of service requests;
Provide advice to clients regarding ICTS standards and workflow processes;
Perform quality assurance procedures;
Address escalated problems and monitor resolution.

4. iNEED Customer Relationship Management (CRM) System:
Use iNEED and Nairobi Service Hub (NSH) as platforms to register and address all ICTS calls;
Participate in the Gap analysis of iNEED/NSH for ICTS Services;
Provide assistance in data preparation of iNEED/NSH;
Assist in the administration of iNEED/NSH as and when required;
Assist in training ICTS contractors and other ICTS teams in the usage and utility of iNEED;
Update and maintain a knowledge base database with tested, proven and practiced IT solutions and best practices that can be used for problems logged in iNEED requirements.

5. Intranet Update:
Update and modify information on the ICTS intranet and ensure that it is up-to-date;
Liaise with other ICTS Intranet focal points for Intranet information gathering.

6. Problem Management:
In accordance with Information Technology Infrastructure Library (ITIL) best practices, assist and coordinate weekly meetings with problem managers; Escalate problems based on established criteria and Standard Operating Procedures;
Ensure problems are addressed within the benchmark. Identify and develop quick solutions within the ICTS problem manager’s framework;
Follow-up on issues and record solutions in the knowledge base data base for future reference and usage;
Act as a focal person for all problems past benchmark and generate weekly reports on actions being taken or solutions identified.

7. Data analytics:
Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making;
Assists with visualizations and updating information material such as web pages or brochures.

8. Perform other related duties as may be assigned.

Competencies

PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks; Good technical skills, ability to conduct network maintenance, provide server services and user support; The ability to perform analysis, modeling and interpretation of data in support of decision-making; 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; Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas 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; 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; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.

Education

Completion of high school diploma or equivalent is required.

Supplemental training in computer Science, System Administration, Database Administration, Service Operations, System Analysis, Software Development, or other related IT field is required.

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Successful passing of the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters (UNHQ), Economic Commission for Africa (ECA), Economic and Social Commission for Western Asia (ESCWA), United Nations Office at Geneva (UNOG), United Nations Office at Vienna (UNOV), International Criminal Tribunal for Rwanda (ICTR) or International Criminal Tribunal for the former Yugoslavia (ICTY) may be accepted in lieu of the GGST. The GGST is administered to applicants when required before the administration of a written assessment and/or interview.

Work Experience

A minimum of seven (7) years of relevant and progressively responsible experience in the Information Technology Support field or related field is required. The minimum years of relevant experience is reduced by two years for candidates who possess a first level University degree.

A minimum of 2 years experience in overseeing service desk support and in the use of any Client Relationship Management system (e.g. Siebel or ServiceNow) is required.

A minimum of 4 years experience in assisting in the administration of vendor performance and contract management is required.

Work experience in the administration, management and operation of a large Information Technology environment with Microsoft 365 is required.

1 year or more of experience in data analytics or related area is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the position(s) advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.

NOTE: “Fluency equals a rating of “fluent” in all four areas (read, write, speak, understand) and ” Knowledge of” equals a rating of’ confident” in two of the four areas.

Assessment

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

Special Notice

Appointment against this position is for an initial period of one year and may be subject to extension. The position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position.

Internal Applicants: When completing the form, ensure ALL fields, ALL professional experience and contact information are completed and up to date. This information is the basis for the hiring manager to assess your eligibility and suitability for the position and to contact you.

At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

All applicants are strongly encouraged to apply on-line as soon as possible after the job opening has been posted and well before the deadline stated in the job opening. On-line applications will be acknowledged where an email address has been provided. If you do not receive an e-mail acknowledgement within 24 hours of submission, your application may not have been received. If the problem persists, please seek technical assistance through the Inspira “Need Help?” link.

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.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side 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.