IT Support Assistant (GS-4)

United Nations University (UNU)

The United Nations University (UNU) is an international community of scholars engaged in policy-oriented research, capacity development and dissemination of knowledge in furthering the purposes and principles of the Charter of the United Nations. The mission of UNU is to contribute, through research and capacity building, to efforts to resolve the pressing global problems that are the concern of the United Nations and its Member States.

For the past four decades, UNU has been a go-to think tank for impartial research on human survival, conflict prevention, sustainable development, and welfare. With more than 400 researchers in 12 countries, UNU’s work spans the 17 Sustainable Development Goals’ full breadth, generating policy-relevant knowledge to effect positive global change. UNU maintains more than 200 collaborations with UN agencies and leading universities and research institutions across the globe. For more information, please visit http://unu.edu

The United Nations University Vice-Rectorate in Europe (UNU-ViE)

UNU-ViE, established in 2007, is one of two Vice-Rectorates and the only one located outside Japan. UNU-ViE seeks to strengthen the presence of UNU in Europe and supports the worldwide institutional development of UNU by facilitating collaboration across UNU and the UN, and sharing knowledge and expertise through the development of joint activities and projects. In addition to its core mandate, it administers the central units providing service to both UNU-ViE and UNU-EHS. For more information, please visit: http://vie.unu.edu/

Responsibilities

Under the overall authority of the Vice-Rector/Director EHS and the direct supervision of the Head of ICT Services (ViE), the successful candidate will be responsible for the following tasks:

1. Provide End User Support

• Deliver responsive (local and remote) first-level support to staff by providing accurate, timely and efficient solutions.
• Log, track and resolve service requests using the service desk database.
• Provide on-boarding and basic training to new and existing end-users on the use of standard systems and applications.
• Assign and track ICT assets to staff in accordance with established procedures.

2. Provide Service Support

• Create- and maintain up to date process- and support related information in the ICT knowledgebase.
• Register and maintain ICT assets and asset assignments to staff in the service desk database.
• Register and maintain software license information and ensure timely renewals as necessary.
• Maintain the ICT storeroom in an efficient manner and keep track of supplies and peripheral equipment (headsets, webcams, etc.).
• Troubleshoot, diagnose and resolve hardware, software, or connectivity problems.
• Proactively escalate possible improvements or issues related to the operation of support, applications, systems and services.
• Keep abreast of developments in technology and make recommendations for improvements and acquisition of hardware, software, devices, tools, etc. to facilitate ongoing work.

3. Support Service Administration**

• Perform day-to-day administration both locally and in M365 e.g. creating user accounts, mailboxes, groups and Email accounts.
• Provide meeting and video conferencing support to end-users.
• Install, configure and troubleshoot printers.
• Create and manage folders and set access rights as appropriate.
• Troubleshoot and resolve data problems related to storage space and quota management.
• Escalate any issues wherever necessary.

4. Support Desktop Administration**

• Perform hardware and software configuration tasks such as deploying standard Operating Systems and applications to computers and laptops.
• Monitor the corporate software repository and self-service portal to ensure software is up-to-date, available to end users and being delivered correctly.
• Assist in, and perform testing, deployment and post-deployment support for productivity applications.
• Maintain ICT equipment such as computers and laptops including support information.

5. Perform other duties as required or assigned by supervisor.

Key Performance Indicators

• Reliable ICT support procedures and documentation.
• Quality of service response documented through ICT End User Satisfaction surveys.
• Timely resolution of first- and second-level support tasks within established Service Level targets.
• Accurate and well maintained assets and support database.

Competencies

Values:

• Inclusion – Take action to create an environment of dignity and respect for all, regardless of age, culture, disability, ethnicity, gender, gender identity, gender expression, geography, grade, language, nationality, racial identity, religion, sex, sex characteristics, sexual orientation, social origin or any other aspect of identity.
• Integrity – Act ethically, demonstrating the standards of conduct of the United Nations and taking prompt action in case of witnessing unprofessional or unethical behaviour, or any other breach of UN standards.
• Humility – Demonstrate self-awareness and willingness to learn from others.
• Humanity – Act according to the purposes of the United Nations: peace, dignity and equality on a healthy planet.

Behaviours:

• Connect and Collaborate – Build positive relationships with others to advance the work of the United Nations and work coherently as One UN
• Analyse and Plan – Seek out and use data from a wide range of sources to understand problems, inform decision-making, propose evidence-based solutions and plan action
• Deliver Results with Positive Impact – Hold oneself and others accountable for delivering results and making a positive difference to the people and causes that the United Nations serves
• Learn and Develop – Pursue own learning and development and contribute to the learning and development of others
• Adapt and Innovate – Demonstrate flexibility, agility and the ability to think and act in novel ways

Qualifications

Education and certification

1. Diploma of secondary education.

2. Valid certifications in at least one out of the following areas is required:

3. Microsoft Windows (Windows 7/10/11)

4. Microsoft Office (Office 2010/2013/2016/2019/Online)

5. Microsoft M365-related technologies (SharePoint, Teams, Exchange Online etc.)

6. ITIL version 3 or ITIL version 4 certification

Experience

• Minimum of four (4) years providing ITIL-based service desk support to end users in an international setting is required.
• Demonstrated experience and expertise, specifically in the administration of the above-mentioned technologies/frameworks.
• Experience working with End Users to ensure first- and second-level requests are addressed.
• Experience maintaining documentation related to end user guides, configuration, and procedures.
• Knowledge and experience in the configuration and administration of
  1. Manage-engine products such as Service desk Plus, Desktop Central, AD Manager.
  2. Academic productivity suites e.g. Stata, Arc GIS, IBM SPSS, Mentimeter, Citavi.
  3. Active Directory and M365 user accounts, mailboxes, groups etc.
  4. File and folder permissions.
  5. Computers and laptop installations.
• Familiarity with testing, patching, and upgrading computers and software.
• Ability to learn and adapt to ICT systems that may be unfamiliar.
• Excellent communication, analytical and problem solving skills.
• Flexibility and willingness to work outside normal business hours as needed.
• Proven interpersonal skills demonstrated by the ability to work well in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.

Language Requirements

• Fluency in oral and written English is required.
• German language skills will be considered a strong asset.

Remuneration

UNU offers an attractive, tax exempt compensation package including an annual net salary (subject to mandatory deductions for pension contributions and health insurance), 30 days annual leave, dependency benefits, pension plan and health insurance scheme. For more information please see: https://careers.un.org/lbw/home.aspx?viewtype=SAL

Duration of contract

This is a full-time, fixed-term appointment. The initial appointment will be for one (1) year with the possibility of renewal on a fixed-term appointment basis, subject to satisfactory work performance.

For academic positions, the combined duration of fixed-term appointments with UNU may not exceed six (6) years. The mandatory age of retirement for United Nations staff is 65 years.

Starting date: As soon as possible