ICT Clerk

With the aim to support the UN system in the country the Government of Kazakhstan provided the UN agencies, located in Astana, with a 6 storey-building. According to the terms of the Memorandum Concerning Occupancy and Use of Common Premises by United Nations Agencies, Programmes, Funds and Offices (Memorandum) the UNDP country office was selected as an administrative agency responsible for day-to-day management over the provided premises (UN House in Astana/Common Premises). For these purposes UNDP established a Common Premises Team (CP team) headed by the Common Premises Manager. The CP team is responsible for building maintenance and provision of common services to UN Agencies residing in the UN House. The CP team is supervised by the Common Premises Manager. 

The ICT team plays a crucial role in UN Common Premises as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the UNCP to better enable, leverage and deploy technology solutions that help the UNCP implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UN partners, stakeholders, and beneficiaries.

Under direct supervision of the ICT Analyst, the ICT Clerk provides daily technical support to users of information management tools and technology infrastructure, assists in maintaining LAN system, printing, copying, and computer equipment. The ICT Clerk promotes a client-oriented approach in provision of all services.

The ICT Clerk works in close collaboration with UN Agencies’ Programme, Operations, and project teams located in UN Common Premises in Astana (UN House), and assists in resolving complex ICT- related issues.

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for UN Common Premises in Astana technology environment.
• Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings. 
• Provide ICT help desk support to colleagues in other agencies. 
• Provide support in primarily ICT support to the tenants of UN Common Premises and on ad-hoc basis and cost recovery basis to agencies located outside of the UN House.
• Provide support in installation of the computer, printing, copying equipment for the UN agencies and Common Premises.
• Support in organization of offline and online meetings and events.
• Technical support with audio and video conference equipment.
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.
• Assist in procuring the ICT equipment for the UN agencies and the Common Premises.
• Conduct market research required for procurement of the ICT equipment and software.
• Assist in implementing and promotion of the Green ICT Technologies.
• Contributes to effective implementation of the UN corporate information management and technology standards, and follows the guidelines and procedures for the technology environment.

Assist in providing automation and digitalization support for UN Common Premises in Astana.

• Support in the installation of required software and related upgrades. 

Assist in supporting network administration.

• Assist in cloud-based backup and restoration procedures. 
• Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis.
• Respond to user needs and questions regarding network access.
• Assist in trouble-shooting and monitoring of network problems.
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.

Ensure facilitation of knowledge building and knowledge sharing in UN Common Premises in Astana. 

• Assist in the organization of training for the UNCP and UN Agencies’ staff on ICT issues.
• Provide sound contributions to knowledge networks and communities of practice.

Results-Based Management    Ability to manage the implementation of strategies, programmes, and projects with a focus at improved performance and demonstrable results. Knowledge and understanding of relevant theories, concepts, methodologies, instruments, and tools.

Customer Satisfaction/Client Management    Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients’ immediate requests, Ability to anticipate client’s upcoming needs and concerns.

Working with Evidence and Data    Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.

Digital Awareness and Literacy      Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. Knowledge of the usage of digital technologies and emerging trends.
 

IT Customer Support      Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Network, Communication, and Infrastructure Management    Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

User Experience and Business Analyst    Capacity to translate efficiently user needs into IT requirements around human-centered design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.

Secondary education is required with formal training in IT systems, business software and/or web-based applications is required. 
A university degree (Bachelor´s degree) in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.