Result of Service

1. Efficient Tier-1 IT support, resolving requests promptly to enhance user experience and minimize downtime. 2. Updated IT asset records, ensuring accuracy in hardware and software inventory. 3. Smooth onboarding/offboarding support, ensuring account setup and training for ESCAP staff. 4. Compliance with UN IT security policies across all helpdesk tasks.

Work Location

ESCAP

Expected duration

1 Jan 24 – 31 Dec 25

Duties and Responsibilities

• Provide first-level (Tier-1) IT helpdesk support in a UNESCAP environment, including responding to service requests through hotline, email, and onsite assistance. • Troubleshoot and resolve issues related to IT hardware, software, network connectivity. • Perform tasks related to scheduled service requests, such as installation, configuration, and de-installation of IT equipment and software. • Process Microsoft Entra ID enrollment and troubleshooting, ensuring users are properly enrolled, and resolving any issues related to identity management and access. • Operate the function of UN-standard IT hardware and applications, including UMOJA and Inspira, and escalate issues to Tier-2 support as needed. • Troubleshoot Office 365 applications, including Outlook, SharePoint Online, and Microsoft Teams, ensuring users can effectively utilize these platforms for communication and collaboration. • Troubleshoot and maintain multifunction printer equipment and other peripherals used within the UNESCAP offices. • Maintain IT asset inventory and participate in IT asset management processes to ensure the accuracy of hardware and software records. • Record all support and troubleshooting tasks in iNeed (UN’s CRM), ensuring issues are documented and addressed in a timely manner. • Perform onboarding and offboarding of UN staff and non-staff, providing technical support and account setup for ESCAP Subregional Offices (SROs) and other UN agencies. • Provide basic IT training to staff, offering guidance on commonly used systems, security protocols, Office 365 tools (Outlook, SharePoint Online, MS Teams), and other applications to enhance user proficiency. • Ensure adherence to UN IT security policies and procedures while handling all IT-related service requests and incidents.

Qualifications/special skills

A university degree in Information Technology, Computer Science, Computer Engineering, Telecommunications, Electronics, or a related field is required. A minimum of 2 years of experience in IT support or a related field is required. Experience supporting Microsoft Office 365 applications, including Outlook, SharePoint Online, and MS Teams, is required. Experience with Microsoft Entra ID enrollment, support and troubleshooting is an advantage. Experience with UN enterprise applications such as UMOJA, Inspira, and iNeed is desirable. Familiarity with supporting and troubleshooting network connections (Wi-Fi, Internet) is an advantage. Experience providing support in a United Nations Secretariat, United Nations Common Systems, or other international organizations is an advantage.

Languages

• English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English and Thai is required.

Additional Information

Not available.

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.