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 work as part of ITH’s IT support operations, focusing on maintaining and troubleshooting IT applications and systems for UNOV/UNODC. The role includes administrative and HR assistance to ensure smooth functioning of the technology hub, thus directly contributing to the broader mission of enhancing UNOV’s operational efficiency.

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

1. IT Support and Troubleshooting:
o Provide first-level IT support, including troubleshooting hardware, software, and connectivity issues for internal users.
o Manage IT-related requests through ticketing systems and ensure timely resolution.
o Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and other IT equipment.

2. Application and Systems Support:
o Support the ongoing IT applications used by ITH, addressing user issues, and ensuring smooth functionality.
o Coordinate with the IT team to implement updates, patches, and basic troubleshooting of applications.

3. User Training and Documentation:
o Create and update user manuals, FAQs, and IT support documentation.
o Conduct basic training sessions for new users on essential IT tools and systems.

4. Administrative and HR Support:
o Assist in administrative tasks related to IT asset management, including tracking and inventory management.
o Support HR-related functions, such as onboarding processes, system access setup for new staff, and maintaining personnel records as needed.

5. Monitoring and Reporting:
o Regularly monitor IT system performance and report issues or potential improvements to the supervisor.
o Prepare monthly reports summarizing the support activities, response times, and resolutions.

6. Other Duties:
o Provide additional support to the technology team and undertake other related tasks as assigned by the supervisor.