SENIOR INFORMATION TECHNOLOGY ASSISTANT

Org. Setting and Reporting

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.

Competencies

•Professionalism: Has in-depth knowledge of deploying, configuring, and maintaining end-user hardware and software, including laptops, workstations, and mobile devices. Is able to support and manage enterprise messaging and collaboration software solutions (e.g., Microsoft Office 365, Microsoft Teams, IBM Notes). Is proficient in managing and troubleshooting audio-visual equipment and collaboration tools such as videoconferencing systems, Microsoft Teams, and Webex. Has extensive knowledge of help-desk operations, including ticketing systems and support metrics analysis. Has good research, analytical and problem-solving skills, including the ability to identify and participate in the resolution of issues/problems, formulating options, communicating effectively both orally and in writing and making conclusions and recommendations. Is able to apply good judgment in the context of assignments given. Is able to plan own work, manage teams and manage conflicting priorities. Has ability to perform analysis, modelling and interpretation of data in support of decision-making. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. •Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client. •Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. •Managing Performance: Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.

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.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. Non-local candidates will be considered only when no suitable candidate from the duty station is identified and will be subject to local recruitment. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.