ICT Assistant

tendersglobal.net

Job Description

The objective of the Division of Business Operations (BOS) is to support the work of WHO in the European Region through delivery of services within the areas of human resources, finance, contracting and procurement, legal advice, information & communications technology, printing, security, facilities management, fixed assets, conference support, travel and transport, safeguarding personnel and staff wellness and well-being. As an enabling function, the division enhances the productivity of the health technical programmes and country offices while at the same time overseeing accountability, transparency and compliance with WHO administrative rules and regulations. The BOS division strives to strengthen the capacity of WHO/Europe to react in an agile way to external and internal changes. The division projects are designed to increase productivity, ensure financial sustainability of the region’s structures, reinforce a client-oriented culture, strengthen country office capacities, and drive strategic initiatives to enhance staff motivation and well-being.

The purpose of the Information and Communications Technology (ICT) Unit is to provide and oversee innovative, effective, and value-for-money technology solutions throughout the WHO European region, including country offices and geographically dispersed offices, as well as to the UN City located in Copenhagen, Denmark. ICT ensures connectivity, quality equipment, software solutions, access to and security of data, and customer support to optimize a digital WHO to deliver its strategic goals (three billion targets).

ICT further provides connectivity, communication technology and client support to staff in the organizations of the UN City, Copenhagen. The WHO country office works with the National Authorities to achieve the highest standard of health as a fundamental human right, based on equity and on SDGs principle of leaving no one behind. WHO actions are engrained in the WHO 13th General Programme of Work with its 3 prong objectives of promoting healthier populations, keeping the world safe through addressing health emergencies, and protecting the vulnerable through Universal Health Coverage.

WHO’s mandate revolves around six core functions:

providing Global Health leadership;
shaping the health research agenda;
setting norms and standards;
articulating evidence-based policy options;
providing technical support to countries; and
monitoring and assessing health trends.

The WHO Country Office is an integral part of the WHO Regional Office for Europe. Its main role is to facilitate and coordinate all WHO activities at country level and to implement the European Programme of Work 2020-2025 -“United Action for Better Health in Europe” which sets out a vision of how the WHO Regional Office for Europe can better support countries in meeting citizens’ expectations about health. WHO at country level delivers this through practical, actionable and country focused solutions to health challenges, keeping in perspective that achieving health and well-being is a whole-of-society endeavour; This is done through facilitating the implementation of the Biennial Collaborative Agreement with the country and its corresponding workplan. The WHO Country Office maintains good working relations and ensures information exchange between the country and WHO, policy and strategic guidance on Health issues to all national and international partners in the country, provision of direct technical expertise when needed and aims at more community engagement and participation, and to promote health equity.

DESCRIPTION OF DUTIES

Under the supervision of the Administrative Officer of the Country Office, the incumbent provides day-to-day service desk and proximity support to WHO end-users, responding to queries, and resolving incidents and problems on Information and Communications Technology issues. In addition, the incumbent has responsibility to provide IT support for meetings and conferences and at times support for audio and video collaboration and/or Microsoft Office.

Key duties:

As part of the integrated WHO Country Office team and in close collaboration with the ICT Unit at BOS division, Copenhagen, the incumbent will perform a variety of services as follows:

Regular maintenance of the Office LAN/WAN (on all premises used by the Office),facilitating stable operation of the active network devices of any type (hubs, switches, routers, firewalls) and cable system.

Communicating with host technical services as appropriate on technical issues related to LAN, power circuits and infrastructure support. Administration, operation and maintenance of the office workstations, laptops and servers (if any), including both hardware and software. End-user support in using the standard software; Support and maintenance of peripheral equipment (printers, faxes, multi-functional devices, copiers) upon the request of the Office staff; Acting as a main technical focal point with the telephony and Internet provider(s), , implementing any technical activities/adjustments recommended by Internet Service Providers, monitoring tariffs policy and recommending optimal rates to the Office management. Provide other on-site technical activities, requested by the ICT unit in Copenhagen, that may require physical intervention into the hardware; Acting as a main technical focal point for the corporate global network infrastructure support, monitoring hardware status, addressing any related technical issues to the relevant staff of the ICT Unit in Copenhagen, implementing any technical activities/adjustments requested by the ICT and performing any other actions necessary to keep VPN link up and running the maximum possible time; Maintain the regular back-up system in the Office. Assist the ICT Unit in Copenhagen in the installation and initial setup of any backup hardware and software as needed. Cover for absence of other ICT staff; Perform other Duties as may be required.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school education or equivalent. Training: Essential: Formal training in computer support areas or demonstrated experience in helpdesk / proxy support. Microsoft Office and Microsoft SharePoint.
Desirable: Higher education an advantage.

Experience

Essential: At least 5 years of experience in Information Technology support, experience in user support in a large networked and PC based environment, with strong knowledge in service desk/call centre systems, incident and problem handling and escalation. Good knowledge of phone handling techniques and in dealing with demanding customers in a service delivery role and/or a multicultural environment. Knowledge of MSSharePoint. Advanced knowledge of Windows, desktop, notebook, and printer technologies. A hands-on experience with conference support systems including various Audio / Video components. Detailed knowledge of MS Office templates and scripting technologies.
Desirable: Experience with WHO rules and regulations, procedures and practices, and WHO applications, ITIL.

Skills

Excellent demonstrated communication skills in a multicultural and international environment. Approachability, service and customer-oriented with the ability to think quickly and act courteously at all-time. Sound understanding of thneed to respects ethical rules and confidentiality at all times. The incumbent maintains comprehensive skills and knowledge in the following technical areas: PC Hardware, Windows operating systems, basic networking (wired and wireless), platforms and related components and peripherals, mobile devices, and dependent on the incumbent conference support systems, video conferencing, and/or Microsoft Office and SharePoint. Knowledge kept up to date through self-learning, market research, vendor seminars/briefings, industry publications and web sites, training courses and active use of these technologies. Ability to identify and manage one’s own emotions, as well as helping others to do the same.

Use of Language Skills