ICT Helpdesk Internship

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Job Description

The HQ ICT Helpdesk, also known as the Global Helpdesk, supports all HQ based employees as well as numerous remote staff in various locations globally. In addition, it supports ICT focal points globally with a number of services including advisory services, problem escalations, project rollouts, global ICT initiatives as well as running the global ICT community where the nearly 100 ICT focal points can interact together and share information. Our aim is to keep user downtime at the lowest possible at all times on a global scale.

Functional Responsibilities:

At UNOPS, interns join our teams as equal members and are offered a good mix of support work and independent assignments with substantial responsibility.
Under the direct supervision of the ICT Helpdesk Coordinator, the intern role is to support the activities aimed at increasing ICT Helpdesk capacity.

Duties and Responsibilities:

Support with ICT client services and administration guaranteeing quality, efficiency and availability:

Provision of quality, proactive and agile helpdesk support
The main functions of the Programme Management Office (PMO) Intern include:
Support with ICT client services and administration.
Ensures efficient and effective ICT client services, management and administration, focusing on achieving the following results:
Provide first line technical support by telephone, email, and in person.
Logging support calls and customer follow-up as appropriate.
Support users in the use of equipment and standard IT applications regularly used in UNOPS.
Support maintenance of inventory of ICT hardware and software in HQ.
Effective functioning (installation, operation and maintenance) of all UNOPS hardware equipment, approved software and application of updates and patches in a timely manner.
Desk ICT setups for internal office moves and for new staff.
Addressing and improving common areas of concern.
Facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ ICT personnel, as required.
Provision of (including but not limited to) relevant admin support to ICT Associate and ICT Coordinator.

Training components and learning elements:

Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in ICT services.
Collaborate in Guaranteeing the security of information at all times, including confidentiality and availability
Availability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity.
Confidentiality: Ensure confidentiality, integrity and availability of UNOPS ICT systems and UNOPS information assets.tendersglobal.net
Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available.
Provide implementation support for ICT projects from HQ and basic ICT support for HQ supervised staff.
Collaborate in the training of users in the use of ICT tools and promote effective adoption.
Implementation: Collaborate in the correct implementation and subsequent evaluation of the ICT projects promoted from HQ.
Support to projects: Provide basic support / advice / research, including implementation activities in various ICT initiatives/projects.
User training: Provide courses and documentation that ensure the empowerment of users to use ICT tools in the most appropriate and efficient way.

Participation in training courses:

The incumbent will have access to the UNOPS Learning Zone and can access training in various Programme Management, Gender Mainstreaming, Coaching, and mandatory training as per UNOPS policy.

Education/Experience/Language requirements:

Academic qualifications:

The applicant should have completed a Minimum First level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three (3) years prior to the start date of the intern assignment.
Area of study should preferably relate to computer sciences, communications, or customer service.
Prior troubleshooting and customer service experience is highly desirable.

Language Skills:

Excellent command of written and spoken English is required.
Any other UN language would be an asset.

Source: https://jobs.unops.org/Pages/ViewVacancy/VADetails.aspx?id=27206#3

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