ICT Associate (NPSA-6) – UNDP Country Office Moldova

JOB DESCRIPTION

The UNDP’s Digital Strategy allows us to better harness technology and innovation to deliver more and better results in the countries and communities in which we work. In this context it is very important to provide quality ICT services.

Under the guidance and direct supervision of the ICT Associate/Head of ICT Unit, direct supervisor, and ARR/Head of Operations, secondary supervisor, the ICT Associate provides services on ICT related issues, software maintenance and provide administration of ICT Helpdesk activities. The main responsibility of the ICT Associate is to manage and coordinate a helpdesk tasks by leading the helpdesk team. The helpdesk management goal is to ensure users’ helpdesk support by providing Tier 1 IT support level, to escalade the cases to Tier 2 support level in case of necessity,, to propose automatization solution for the Operations business activities, to improve IT infrastructure which shall include but not be limited to: Network, Software, Database, IT Training and IT Capacity Development activities. ICT Associate must diagnose computer hardware, network systems and computer software programs accurately and efficiently. The incumbent promotes a client-oriented approach and provide all necessary support to ensure smooth operation in every workplace. The ICT Asociate must provide coaching for IT Helpdesk Assistant.

Scope of Work

The ICT Associate works in close collaboration with Programme and Operations teams for resolving ICT-related issues.

• Support the implementation of UNDP ICT corporate tools and policies, focusing on achievement of the following results:
• Provide and/or monitor Intune enrollment for work computers
• Ensure implementation of corporate ICT security requirements
• Monitor changes in ICT corporate policies
• Participate in organization of trainings on corporate ICT tools
• Provide ICT Helpdesk services to ensure efficient and timely support to users, focusing on achievement of the following results:
• Monitor the resolving and closing of UNall ICT tickets
• Initiate the Tier 2 UNall ICT tickets as required. Monitor execution and closing of the Tier 2 UNall ICT tickets.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction;
• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response;
• Help UNDP CO users in usage of corporate cloud services;
• Provide support to UNDP CO users in virus detection, removal and prevention;
• Respond to UNDP CO users’ needs and questions related to software troubleshooting, hardware issues and network access;
• Troubleshooting of undp.org email accounts, including the password resetting procedure;
• Monitor the undp.org accounts, delete non-used undp.org accounts and recertify the needed undp.org accounts
• Provide the requested reclaiming, deleting, extending of undp.org accounts
• Track and monitor trends in service requests;
• Provide recommendations for the improvement of ICT Helpdesk services;
• Assist the process of competency and proficiency development with corporate productivity tools:
• Build employee awareness of different corporate productivity tools;
• Suggest appropriate IT tools to be implemented to meet present and future demands of the CO needs;
• Communicate and provide support to end users on how to efficiently use productivity tools.
• Support in proposing automatization solutions for the Operations business activities
• Support effective functioning of the CO hardware and software packages, focusing on achievement of the following results:
• Provide support for Intune enrollment process
• Manage the end user devices environment to ensure that it is maintained to high standards of performance and security;
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs;
• Perform the installation of commercial software and related upgrades;
• Maintain the local wireless access solution and maintain the cabling connectivity;
• Maintain/provide staff with appropriate printing facilities and administer printing accounting information;
• Support and maintain the printing services
• Assist with efficient networks and systems administration, focusing on achievement of the following results:
• Monitor and report network, hardware/software faults;
• Oversees installation of hardware components;
• Actively assist the Head of ICT Unit in creation and maintenance of plans for future infrastructure and services;
• Provide administrative support, focusing on achievement of the following results:
• Maintenance of an up-to-date inventory of hardware;
• Provide inputs to Head of ICT Unit in the maintenance of the inventory and stock of supplies and spare parts;
• Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required;
• Act as focal point of technical, technical logistics and training support for the conference events, which take place in the UNDP Moldova conference facilities.
• Ensure effective management of conference and training events by providing the guidance to outsourced ICT Assistant;
• Provide IT support to the UNDP Moldova projects and UN Agencies in accordance with agreements/memorandums of understanding between UNDP and projects and Agencies;
• Support Head of ICT Unit in providing inputs for financial aspects of the ICT Unit: procurement, budgeting and budget review;
• Support and coordinate in the ICT related procurements processes;
• Participate in ICT procurement technical evaluation processes;
• Ensure the greening approach for ICT activities and greening ICT procurement;
• Contribute to the knowledge building and knowledge sharing, focusing on achievement of the following results:
• Participate in the organization and provide ICT training for UNDP staff;
• Contribute to identification, documenting and drafting of best practices and lessons learned to be shared in knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangement

Direct supervisor: ICT Associate/Head of ICT Unit.

The incumbent is expected to exercise full compliance with UNDP ICT, programming, financial, procurement and administrative rules, regulations, policies and strategies.

Competencies

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies

Business Management/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.

Business Management/Digital Awareness and Literacy : Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Information Management & Technology/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.

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

Information Management & Technology/IT Service Delivery & Operations : Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable

Information Management & Technology/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.

Administration & Operations/Onboarding of personnel : Knowledge of policy and procedures on administrative on-boarding, including issuance of office ID, email address creation, office space, telephone extension, Argus profile set up, issuance of office ICT equipment

Minimum Education Requirements

• Secondary education is required.
• University Degree in Computer Science or other relevant area or equivalent field will be given due consideration, but it is not a requirement.
• Any computer science relevant certification is an asset.

Minimum Years Of Relevant Work Experience

• Minimum of 6 (six) years (with Secondary Education) or 3 (three) years (with University Degree) of relevant experience in ICT user-support and client service is required.

Required Skills

• Previous experience in relevant areas like network administration, support to management of hardware and software platforms, telecommunications facilities.
• Knowledge and experience of Microsoft Windows-based packages/ applications.
• Knowledge and experience of Microsoft 365 services.
• Previous experience with UN Agencies/UNDP is a strong advantage.

Desired Skills

• Previous experience with UN Agencies/UNDP is a strong advantage.
• Demonstrated and substantive experience in developing web-based applications, including databases, and mobile apps is a distinct asset.
• Proven experience in ongoing technical support for implemented systems is an asset.
• Experience in supporting the monitoring of functionalities of digital solutions is desired.
• Experience working with user-centered designs and conducting user research and testing is desired.

Required Language(s)

• Fluency in English, Romanian and Russian is required.
• Knowledge of one or more minority languages relevant for Moldova, including Romani, Gagauzian, Bulgarian, Ukrainian and sign language, is an asset.

Professional Certificates Any computer science relevant certification is an asset.

The Following Documents Shall Be Required From The Applicants

• Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.
• A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.
• Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.

Disclaimer

Applicant Information About UNDP Rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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