Senior Information Technology Assistant

This position is located in the Service Design and Provisioning Team (SDP), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The Information Technology Assistant (Team Leader) will report to the Service Delivery Officer and Chief, ITS.

Responsibilities

Within delegated authority, the Information Technology Assistant (Team Leader) will be responsible for activities involving both technical and administrative competence, including the following specific duties:

• Lead, guide, and supervise the Service Design and Provisioning Team (SDP).
• Distribute work assignments, monitor progress, and provide guidance and training to new/junior staff.
• Contribute to developing standards and guidelines for the design and provisioning of services under their purview.
• Develop and implement long-term strategies to optimize end-user computing environments, aligning with the organization’s overall IT and business objectives.
• Identify emerging technologies and trends to proactively enhance end-user productivity and experience.
• Collaborate with senior management to ensure end-user computing initiatives support the organization’s strategic goals.
• Prepare and manage the annual budget for end-user computing, ensuring cost-effective use of resources while maintaining high service standards.
• Oversee the deployment, updates, and maintenance of software and hardware for end-user devices, including laptops, workstations, and mobile devices.
• Provide support for enterprise messaging and collaboration software solutions for UNOV/UNODC and liaise with UN Secretariat HQ as necessary.
• Ensure compliance with ICT information security standards within the scope of the unit and propose improvements; Liaise with the information security team and act as the ICT security focal point for SDP.
• Follow established procedures to ensure the lifecycle of end-user devices from acquisition to decommissioning and propose improvements.
• Coordinate procurement activities for SDP-related items and provide technical advice to Field Offices.
• Act as focal point and coordinate technical support for meetings, conferences, and virtual events, and provide on-site and remote assistance.
• Ensure the functionality and availability of AV equipment and collaboration tools, including but not limited to videoconference equipment, Microsoft Teams and Webex.
• Lead the customer support team to provide timely and effective technical support to end users and ensure efficient resolution of user issues.
• Participate in the development of service level agreements (SLAs) and performance metrics to maintain high levels of user satisfaction, measure the success of end-user computing initiatives and drive ongoing enhancements.
• Foster a culture of continuous learning and development within the teams to keep skills and knowledge current.
• Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
• Assist with visualizations and updating information material such as web pages or brochures.
• Perform other work-related duties as required.

Education

• High school diploma or equivalent is required.

Job – Specific Qualification

• Supplementary courses/technical certificate in IT, certification in O365, Lotus Domino and Notes technologies is desirable. ITIL4 Foundation certification is required

Work Experience

• A minimum of ten (10) years of relevant and progressively responsible experience in information technology, with a focus on end-user support, help-desk operations, and enterprise messaging systems, with a proven ability to troubleshoot and resolve complex technical issues related to end-user computing is required. The minimum years of relevant experience is reduced to eight (8) for candidates who possess a first-level university degree or higher. Experience in coordinating technical support for meetings, conferences, and live events is required. Experience as 2nd level support for O365 products (Outlook and MS Teams) in a large enterprise environment is required. Working experience in the UN specific O365 add-ons like user account, shared mailboxes, and access list maintenance tools in iNeed Service is desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. For this position, fluency in English is required. Knowledge of another official United Nations language is an advantage.

Source: https://careers.un.org/jobSearchDescription/239379?language=en