Job Opening

Posting Title: INFORMATION TECHNOLOGY ASSISTANT, G6
Job Code Title: INFORMATION TECHNOLOGY ASSISTANT
Department/Office: United Nations Office at Nairobi
Duty Station: NAIROBI
Posting Period: 04 October 2018 - 02 November 2018
Job Opening Number: 18-Information Management Systems-UNON-96100-R-Nairobi (X)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
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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. UNON supports the programme implementation of the UN Environment (UNE) and the UN Human Settlements Programme (UN-HABITAT) 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 and Conference Support Section (CCSS) of the Information and Communications Technology Service (ICTS) in UNON. Under the general guidance of the Chief, CCSS and the direct supervision of the Chief Client Support Unit (CSU) the incumbent will perform the following duties:

Responsibilities

1. Desktop Administration and Configuration:
a) Occasionally supervises a team of staff for specific projects.
b) Monitor all personal computers running the UN software delivery system to ensure software distributions are delivered correctly.
c) Perform software distribution updates, scripting, testing and support.
d) Perform research into new versions of centrally supported software and perform beta testing, production rollout and post production support.
e) Perform 2nd level desktop troubleshooting in conjunction with the Help Desk.
f) Provide technical advice to clients when necessary.
g) Provide guidance and training to new/junior staff.
h) Prepare, maintain, and update (electronic and paper) files and internal databases.
i) Draft documentation and reports.

2. Service Installation and Support:
a) Receive and log problem calls or service requests with minimum delay.
b) Attempt to resolve as many problem calls or service requests on initial contact.
c) Schedule service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, return to stock, site surveys, etc.
d) Diagnose and resolve any hardware, software, or connectivity problems.
e) Provide basic training to end-users on the use of standard systems and applications.
f) Draft end-user and/or technical documentation.
g) Log all actions in the tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.
h) Act as problem escalation point for technical staff at lower levels.
i) Escalate tasks to the appropriate parties in accordance with established procedure.
j) Detect problem patterns and recommend solutions.
k) Provide training to junior technical staff and occasionally supervise a team of technical staff for special projects.

3. Service Coordination:
a) Supervise a team of service coordination staff.
b) Receive and log service requests in the request management system.
c) Create and assign work orders in accordance with established procedure.
d) Distribute work assignments and monitor progress.
e) Liaise with other areas of ICTS to facilitate completion of service requests.
f) Provide advice to clients regarding ICTS standards and workflow processes.
g) Perform quality assurance procedures to ensure client satisfaction.
h) Address escalated problems and monitor to resolution.
i) Detect problem patterns and recommend solutions.

4. Asset Management:
a) Assist in the inventory of ICTS assets.
b) Assist in the receiving and inspection of ICTS assets.
c) Assist in the record management of ICT assets through hardcat or available database.
d) Safeguard the ICT assets and associated records in accordance to the UN property management.
e) Initiate disposals and write-off actions.

5. Perform other related duties as required.

Competencies

Professionalism: Knowledge of information technology and applications, including hardware, software, application systems and computer system networks. Good technical skills, ability to provide server services and user support. Ability to conduct research and gather information from a wide variety of standard and non-standard sources. Ability to respond to changing requirements and assignments. Ability to apply good judgment in the context of assignments given. Shows pride in work and in achievements; 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.

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.

Technological Awareness: Keeps abreast of available technology; Understands applicability and limitations of technology to the work of the office; Actively seeks to apply technology to appropriate tasks; Shows willingness to learn new technology.

Education

High school diploma or equivalent. Supplemental courses/technical certificate in Information Technology or other related course is desirable. Candidates must have passed the United Nations Administrative Support Assessment Test (ASAT), or the Global General Service Test (GGST) at Headquarters or at Offices Away from Headquarters (OAHs).

Work Experience

A minimum of seven (7) years of progressively responsible experience in the Information Technology field or related field is desirable. Experience in the administration, management and operation of a large IT environment with MS servers desirable. Relevant experience in customer services and related fields desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Working knowledge of other United Nations languages is an asset.

Assessment

Evaluation of qualified applicants may includean assessment exercise which may be followed by a competency-based interview.

Special Notice

Appointment against these posts is on a local basis. This post is funded for an initial period of one year and may be subject to extension. Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Service category in the United Nations Secretariat. Having passed the Administrative Assessment Support Test (ASAT) in English at Headquarters, ECA, ESCWA, UNOG, UNOV, ICTR, or ICTY may be recognized in place of the GGST, pending confirmation of validity. External candidates will be considered only when no suitable candidates from the duty station are identified. The candidates are responsible for any travel expenses incurred in order to take up the appointment. 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. 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 or sexual abuse, or crimes other than minor traffic offences, 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.

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.

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.

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