Job Title
INFORMATION TECHNOLOGY ASSISTANT, G5
Department/ Office
United Nations Office at Nairobi
Duty Station
NAIROBI
Posting Period
19 February 2014-21 March 2014
Job Opening number
14-IST-UNON-33381-R-NAIROBI (X)
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Organizational 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 (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 The position is located in Client and Conference Support Services (CCSS) of the Information and Communications Technology Service (ICTS) in UNON.
Responsibilities
Under the general guidance of the Chief, CCSS and and direct supervision of the Chief-ICT Client Support Unit the incumbent will perform the following duties:
1. Manage Service Desk e-Mail Requests.
- Receive all incoming email and draft response to inquiries;
- Register incoming Service Desk e-mail requests;
- Re-route emails to respective recipients; Identify and resolve incidents/queries received;
- Process schedules for planned jobs;
- Monitor the trend and nature of incoming email requests and advice management on corrective action;
- Maintain track of problems experienced and generate reports;
- Assist in screening requests submitted for further investigation;
- Ensure that outgoing emails are accurate and of high integrity;
- Coordinate the registration of new equipment on Service Level Agreement;
- Keep all help-desk staff informed of any perceived trends, positive or negative in calls received;
- Follow-up on pending calls with relevant team;
- Ensure existing workflows and procedures are adhered to.
2. Service Desk Operations and Service Delivery
- Receive and log calls from clients;
- Perform 1st level support and implement solutions for problems and escalate problems/tasks to appropriate parties;
- Liaise with other areas of ICTS to facilitate completion of service requests with set bench marks;
- Maintain a professional Service Desk image at all times;
- Act as a problem escalation point for contractors;
- Provide training to end-users on the use of standard systems and applications.
3. Desktop Administration:
- Provide full range of technical assistance in the area of desktop administration and support;
- Provide technical advice to clients when necessary;
- Provide assistance and guidance to clients in Standard PC application software;
- Troubleshoot application software installations and configurations, electronic mail, internet and network access problems;
- Provide support for deployed computer application systems;
- Install computer application systems software and hardware according to specifications;
- Coordinate with other organizational units on issues that affect desktop administration and configuration;
- Perform 2nd level desktop troubleshooting in conjunction with Engineers.
4. Perform other related duties as 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;
- 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.
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.
Technological Awareness:
- Keeps abreast of available technology;
- Understands applicability and limitation of technology to the work of the office;
- Actively seeks to apply technology to appropriate tasks;
- Shows willingness to learn new technology.
Education
- Completion of secondary education, supplemental courses/technical certificate in information technology or other related field.
Work Experience
- A minimum of five years of relevant and progressively responsible experience in the information technology field.
- 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 this position fluency in oral and written English is required. Working knowledge of another UN language is desirable.
Assessment Method
- Evaluation of qualified candidates for this position may include a substantive assessment which will be followed by a competency-based interview.
