If you are a committed, creative professional and are passionate about making a lasting difference for children, the world’s leading children’s rights organization would like to hear from you.
For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children’s survival, protection and development. The world’s largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.
Purpose of the Position
Help Desk Assistant is to provide ICT support for users in all locations, at country, regional, and headquarters levels, ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. The incumbent is responsible for user support in first and second line functions: provides business support for country, regional and HQ locations; communicates with users, Subject Matter Experts (SMEs) and ICT Management; and escalates incidents from users, SMEs, vendors, and ICT Management. She/he maintains relevant documentation on known problems, processes and procedures for the Global Help Desk.
Key Expected Results
- Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions.
- Timely and proper Info. Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure.
- Escalation is properly directed in a timely manner.
- Performance monitoring and reporting is regularly conducted for service improvement.
- Documentation and training of help desk processes and procedures are provided to maintain internal knowledge continuity and competency, support provided to staff on systems applications.
- Assignments of additional duties and responsibilities are effectively performed.
Key Accountabilities and Duties & Tasks
- Timely and effective user support is provided on an on-going basis, by assisting in the programming and implementation of new systems and performing first and second line support functions.
- Swiftly responds to incoming calls and communication for customer/business services, registers all incidents/queries, and provides first time answers and resolution as is possible.
- Dispatches service calls, in a timely manner, to the correct groups or SMEs as appropriate.
- Liaises with Computer Focal Points and Field Office ICT staff on resolution of common incidents/issues.
- Works closely with Problem Management for incidents that have no workarounds or solutions.
- Tracks and monitors the incident throughout its life-cycle, including verification and closure.
- Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems.
- Analyzes problems, identifies alternatives, tests and recommends solutions.
- Works with Business third line support to identify correct procedures and solutions in a timely manner.
- Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure.
- Provides users with solutions to identified incidents, requests or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.
- Provides SMEs with feedback received from users, additional updates or to request for faster resolution.
- Provides ICT Management with feedback using end-of-shift or daily reports; identifies and reports customer training/education needs based on requests/incidents reported to Global Help Desk.
- Escalation is properly directed in a timely manner.
- Diagnoses and resolves Global Help Desk calls related to applications or processes redirected from the Global Help Desk first line support and escalates them to Global Help Desk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.
- Assists in maintenance of ICT service Global Help Desk processes with users Departments.
- Performance monitoring and assessment is regularly conducted for service improvement.
- Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members.
- Provides detailed metrics periodically on Help Desk queries, analyzes them to assess staff performance, faulty areas in the ICT infrastructure causing issues, and defines training needs, for improvement in the service provided to users.
- Documentation and training of the Help Desk processes and procedures is provided to maintain internal knowledge continuity and competency.
- Ensures Help Desk processes and procedures, with particular emphasis on business processes, are well documented and kept up to date.
- Provides support in the training, development and distribution of user instructions and other related materials. Classifies and maintains the documents on the database/Intranet Web site.
- Conducts the users training/induction process for new staff rotating to the help desk on internal processes/procedures, help desk tools and the ICT Operation/Services environment.
- Compiles Frequently Ask Questions and maintains knowledge databases for eventual distribution among help desk analysts and to make them available to users in HQs and field offices.
- Assignments of additional duties and responsibilities are effectively performed.
- Performs any additional assignments as requested by the supervisor.
Qualifications of Successful Candidate
- Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., A+ certification, ITIL Foundation Certification or equivalent customer support certification).
- Computer literacy and ability to effectively use standard office software, tools and technologies.
- Must pass the UN clerical test in English.
- Six years practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs. Work experience in providing ICT support to remote field offices in developing countries an asset.
- Work experience in emergencies.
- Fluency in English is required. Working knowledge of another UN language an asset.
Specific Technical Knowledge Required
- Practical knowledge of Service Delivery processes (e.g., Incident Management, Problem Management, Configuration Management, Change Management, Release Management).
- Practical knowledge of Service Support (e.g., Service Level Management, Availability Management, Capacity Management, Financial Management, ICT Service Continuity Management, Security Management)
- Knowledge of ITIL standards of services support
- Knowledge of server operating systems, active directory services, network operating systems platforms
- Systems roll outs and implementation in large scale ICT environment
- Software development methodologies
- Practices and principles of systems support
- Practices and principles of ICT analysis, planning, design, implementation and problem resolution
- Trends in information technologies and services management
Technical Knowledge to be Acquired/Enhanced
- Understanding of UNICEF ICT policies, procedures and guidelines (including Information Security Policy and Standards of Electronic Conduct.)
- Understanding of UN/UNICEF Financial rules and regulations, business processes and procedures.
- Understanding of UN Mission and system; and International Code of Conduct
- Understanding of UNICEF Mission Statement and observance of UNICEF Guiding Principles.
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organisation.
How to apply:
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.
More Information
- Job City Ouagadougou
