ICT Helpdesk Associate Job Vacancy: United Nations Development Programme (UNDP)

Closing date: 24 Nov 2009

Location: Kenya - Nairobi

I. Position Information

Title: ICT Helpdesk Associate
Contract Type: Fixed Term
Level: ICS 6
Supervisor: ICT Analyst
Duration: One Year
Duty station: Nairobi, Kenya (Relocation to Somalia when situation permits)

II. Organizational Context

Under the guidance and supervision of the of the ICT Analyst, the ICT Helpdesk Associate provides daily technical support for users of the Local Area Network (LAN), information management tools and technology infrastructure.

The ICT Helpdesk Associate should be competent in the technical aspects of LAN systems (daily support, training, and implementation) and applications in order to ensure 100% availability of the technology environment.

The ICT Helpdesk Support Associate works in close collaboration with the ICT Analyst and the rest of the ICT unit team.

III. Functions / Key Results Expected

Summary of Key Functions:

• Helpdesk Management and provision of administrative support to LAN users
• Efficient LAN administration support
• Effective desktop and System support
• Facilitation of knowledge building and knowledge sharing
• ICT Asset Tracking

1. Provide Helpdesk Management and provision of administrative support to LAN users focusing on achieving the following results:

• Logging of support calls from End Users and assigning the task of resolving the issue to ICT support staff.
• Monitoring of call logs to determine how regularly occurring issues can be resolved through system changes or training of end users and recommending the same to the ICT Management Associate for Implementation.
• Ensuring timely resolution of client queries and escalating those that cannot be resolved through the first level support.
• Generating of monthly reports on the helpdesk (problems reported, corrective measures taken and escalated cases) and proposing ways of improving IT support to end users.

2. Provide efficient LAN administration support, focusing on achieving the following results:

• Assist in Set up and maintenance of the LAN in the Country Office
• Installation and configuration of new equipment and systems and corrective actions in case of failure.
• Assist in Maintenance of servers and all LAN equipment, periodically updating software and configurations as well as the copies of the systems and data bases.

3. Provides effective desktop and Systems support and administration focusing on the achievement of the following results:

• Assist in trouble-shooting and monitoring of server based database management systems. Follow up for corrective measures.
• Response to user needs and questions regarding network access; assistance to staff in the use of network resources.
• Installation of corporate, commercial and in-house developed software packages and related upgrades. Technical support to the CO staff in the operation of new corporate and commercial software introduced.
• Assist in Implementation of backup and restoration procedures for the country office. Maintenance of backup logs. Organization of off-site storage of backups.
• Virus detection, removal and prevention for all systems in the CO. Updated virus detection and removal software.
• Assistance in data access, file transfers and conversions.

4. Ensures facilitation of knowledge building and knowledge sharing in the CO focusing on achievement of the following results:

• Maintenance of staff training profiles and coordination/conduct of training specific to users’ needs.
• Arrangements for briefings and demonstrations (of corporate and user-developed systems) and coordination of external training sessions.
• Synthesis of lessons learned and best practices in LAN management.
• Sound contributions to knowledge networks and communities of practice.

5. Tracking of ICT Assets and management of Inventory in the CO focusing on achievement of the following results;

• Ensuring that all ICT assets given to staff on short loan are accounted for and maintaining of the signed ICT Asset loan forms.
• Ensuring condition of short loan assets is monitored to ensure that necessary operating system and application software are applied.

IV. Impact of Results

The key results have an impact on the overall efficiency of the Country Office including improved business results and client services. Forward-looking LAN management has an impact on the organization of office management, knowledge sharing, and information provision.

V. Competencies and Critical Success Factors

Corporate Competencies:

• Demonstrates commitment to UNDP’s mission, vision and values
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability

Functional Competencies:

Knowledge Management and Learning

• Shares knowledge and experience
• Encourages office staff to share knowledge and contribute to UNDP Practice Areas
• Develops substantive knowledge of one or more Practice Areas
• Provides helpful feedback and advice to others in the office
• Actively works towards continuing personal learning and development in one or more practice areas, acts on learning plan and applies newly acquired skills

Development and Operational Effectiveness

• Ability to provide network support services including hardware/ infrastructure support, ERP support, other LAN applications support, web design and maintenance
• Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, knowledge of web design, database design and administration, knowledge of Microsoft Windows network administration,
• Ability to provide input to business processes re-engineering, elaboration and implementation of new systems.

Leadership and Self-Management

• Focuses on results for the client
• Consistently approaches work with energy and a positive, constructive attitude
• Demonstrates strong oral and written communication skills
• Remains calm, in control and good humored even under pressure
• Responds positively to critical feedback and differing points of view
• Solicits feedback from staff about the impact of his/her own behavior

VI. Recruitment Qualifications

Education: Secondary education and technical training in computer, systems analysis or related sciences. Certification or university degree in Computer Science is desirable, but it is not a requirement. Cisco Certified Network Administrator (CCNA) and Microsoft Certified Professional (MCP) required.

If certification is not available at the time of recruitment, it should be obtained within 6 months.

Experience: 3 to 5 years experience in the area of information technology and network administration with increasing level of responsibility.

Language Requirements:

• Fluency in English, both spoken and written is essential.

How to apply

Interested and qualified candidates are requested to submit electronic application by visiting http://jobs.undp.org/.

Applicants are required to fill and sign a P11 Form and submit it together with Curriculum Vitae on the online application.

The P11 Form can be obtained from the link below:
http://sas.undp.org/Documents/P11_Personal_history_form.doc

Women are strongly encouraged to apply

UNDP will only be able to respond to those applications in which there is further interest.

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