Information Communication Technology

Information and Communications Technology (ICT) Associates in the CSC performs specialized activities pertaining to UNICEF’s ICT systems including IT Customer support services, Moves, Adds, Changes, new hardware and software provisioning, hardware and software troubleshooting, incidents, and IT asset management. Specialized activities may include technical support in the testing and implementation of new applications, services, systems, modules, and functionalities.  

The ICT Associate provides support to the supervisor and colleagues in the office by executing a variety of technical services through application of theoretical and practical skills and performs tasks in line with the CSC Catalogue of Services, UNICEF rules, policies and procedures and ICT guidelines. The ICT Associate reports to the Sr ICT Associate for close guidance, training, and supervision.  

The MAC (Move Add Change) ICT Assistant is expected to provide first-level technical support to all current UNICEF hardware and their operating systems, ensuring compliance with all ICTD processes and policies throughout the hardware assets’ life cycle.  The MAC Unit’s early engagement in UNICEF hardware and operating system development and deployment is a critical success factor in maintaining UNICEF’s hardware standards.

Key responsibilities:

Timely and effective provisioning of new hardware assets: Swiftly respond to incoming requests for hardware-related customer/business services. Register and schedule all requests/queries in close collaboration with NYHQ Computer Focal Points, Subject Matter Experts (SMEs) and end users.  Provision of task creation and scheduling, hardware asset management, follow-up, resolution, and documentation. Provide users with solutions to identified incidents, requests or services interruptions; provide new users with ad-hoc onboarding via an introduction to UNICEF ICT software suite, processes and policies. Support effective management of all NYHQ-owned ICT assets and office equipment with responsibilities of recording and tagging, storing, and disposal phases of these assets life cycle. Ensure close collaboration with NYHQ-based asset focal points to facilitate proper management of asset records.

Provide MAC support in the successful rollout and user adoption of ICT products, processes and policies: During ICT product /process releases, act as “early adopters’ during development and user acceptance testing, provide critical end-user support during initial HYPERCARE release, and act as product “champions’ to promote user adoption and cultural change. Support roll outs and implementation of new UNICEF hardware & software standards.  Support bi-directional feedback during development and product release between Technical Architects and pilot groups, CFPs early adoption, and the Release Manager.  Provides SMEs with feedback received from users, additional updates or “Lessons Learned” to facilitate ICT product enhancement.

ICT asset management throughout hardware life cycle: Provision of secured storage for all divisions’ hardware post-procurement, and, at the request of a Divisional Computer Focal Point, configure and release corporate hardware.  Ensure end-user data transfer, onboarding of new users to UNICEF ICT standards, systems, processes; including asset decommissioning through the Property Survey Board.

Provision of standard Help Desk functions where applicable or requested: Provision of Help Desk support on request of MAC first line manager, to all current UNICEF software and hardware during periods of high Customer Support Services’ demand.

MAC project-related activities: Participate in other ICT projects to enhance working & technical knowledge in relevant areas. For example, MAC Unit is currently an integral part of the NYHQ Capital Refurbishment Programme closely collaborating with Divisional Computer Focal Points, Networking Unit, DFAM Building Facilities and end-users during Divisional moves.

Keeps abreast of industry standards and trends: Keep both technical and customer service soft skills current, for example through early engagement with SMEs, through online self-study, and short stretch assignments within SME units to enhance understanding in other ICT areas.

To qualify as an advocate for every child you will have… 

• Completion of secondary education (High School Diploma) is required. Completion of university modules or degree in Computer Science, Information Systems, Engineering, Telecommunications, and/or any related field from an accredited institution, will be counted toward the minimum work experience requirements.
• A minimum of five (5) years relevant experience in Information Technology (IT) is required, as well as systematic methods of troubleshooting, analytical problem solving, and assisting end-users on ICT products and services, and use of applications and diagnostic tools.
• Working knowledge of IT Infrastructure Library (ITIL) Service Delivery and of UNICEF’s incident management and service request systems.
• Completion of A+ Certification, or equivalent working experience, is highly desirable.
• Work experience dealing with Customer Support and Services is highly desirable, including excellent customer-focused skills (thus communication, interpersonal, and technical), is highly desirable.
• Working knowledge of UNICEF’s environment (and UNICEF proprietary software) and of various computer platforms and applications: operating systems, email and database systems, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting, and repairs is an advantage.
• Work experience dealing with IT hardware setup, moves, relocations and safe disposal of IT equipment, is highly desirable.
• An advanced knowledge of computer hardware systems, operating systems, and the Microsoft Suite of Products (including OneDrive, MSTeams, SharePoint, Word, Excel, and PowerPoint).
• Fluency in English is required.  Knowledge of another UN language (Arabic, Chinese, French, Russian and Spanish) is considered an asset.

Source: https://jobs.unicef.org/en-us/job/571048/information-communication-technology-assistant-gs5-central-services-center-csc-dfam-nyhq-111367