Helpdesk Support – UNOV

The United Nations Office at Vienna (UNOV) manages and implements the United Nations programme on the peaceful uses of outer space and supports UNOV/UNODC with various operational services.

As part of the United Nations Office at Vienna, the Information Technology Service (ITS) through its India Technology Hub (ITH) forms part of the ITS’s vital delivery pillars in keeping with the UN’s revised ICT strategy and is responsible for Information Technology Support, focusing on innovative, sustainable, affordable and robust digital solutions, cybersecurity measures and trainings to meet UNOV/UNODC requirements, also enabling availability of the solutions more generally across the UN Secretariat entities and beyond.

The Helpdesk Support volunteer will play a pivotal role in assisting the ITS team within the India Technology Hub. Responsibilities will include providing IT support for ongoing applications, resolving hardware and software issues, and contributing to administrative and HR functions. This role is essential in maintaining smooth IT operations, addressing technical issues, and supporting HR workflows.

The Helpdesk Support will work under the direct supervision of the Head – India Technology Hub and will be responsible for the following tasks:

1. Technical IT Support and Troubleshooting:
o Provide primary IT support for applications, including basic troubleshooting for hardware, software, and connectivity issues.
o Resolve technical issues logged in the helpdesk system, ensuring timely support and follow-up on user requests.
o Set up and configure IT equipment such as computers, printers, and mobile devices for users.

2. Application Support and Maintenance:
o Support ongoing IT applications by providing user assistance, troubleshooting errors, and ensuring optimal performance.
o Assist with routine application updates, patches, and maintenance under guidance from senior IT staff.

3. User Training and Documentation:
o Develop and maintain IT support documentation, including FAQs and user guides for applications and software.
o Provide user training on basic IT tools and troubleshoot frequently encountered issues.

4. Administrative and HR Assistance:
o Support IT asset management, maintaining inventory records and handling equipment allocation.
o Assist HR with onboarding and offboarding processes, including setting up system access for new hires and retrieving equipment from departing staff.
o Perform other general administrative tasks as needed to support efficient office operations.

5. Monitoring and Reporting:
o Track helpdesk requests, compile data, and provide regular reports on response times and resolution outcomes.
o Report recurring technical issues or application concerns to the supervisor for further action.

6. Other Duties:
o Provide additional assistance as required to the technology and administrative teams to meet organizational objectives.