United Nations(UN)Information technology assistant vacancy

United Nations(UN)Information technology assistant vacancy

Job title: Information technology assistant, G5
United Nations Office at Nairobi
Posting Period 19 February 2014-21 March 2014
Job Opening number: 14-IST-UNON-33381-R-NAIROBI (X)


Org. Setting and Reporting
The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the representative office of the Secretary-General. We support programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme (UN-HABITAT) globally, as well as other UN offices in Kenya, by providing administrative, conference and information services (www.unon.org). The post is located in the The position is located in Client and Conference Support Services (CCSS) of the Information and Communications Technology Service (ICTS) in UNON.


Responsibilities
Under the general guidance of the Chief, CCSS and and direct supervision of the Chief-ICT Client Support Unit the incumbent will perform the following duties:
1. Manage Service Desk e-Mail Requests.
Receive all incoming email and draft response to inquiries; Register incoming Service Desk e-mail requests; Re-route emails to respective recipients; Identify and resolve incidents/queries received; Process schedules for planned jobs; Monitor the trend and nature of incoming email requests and advice management on corrective action; Maintain track of problems experienced and generate reports; Assist in screening requests submitted for further investigation; Ensure that outgoing emails are accurate and of high integrity; Coordinate the registration of new equipment on Service Level Agreement; Keep all help-desk staff informed of any perceived trends, positive or negative in calls received; Follow-up on pending calls with relevant team; Ensure existing workflows and procedures are adhered to.
2. Service Desk Operations and Service Delivery
Receive and log calls from clients; Perform 1st level support and implement solutions for problems and escalate problems/tasks to appropriate parties; Liaise with other areas of ICTS to facilitate completion of service requests with set bench marks; Maintain a professional Service Desk image at all times; Act as a problem escalation point for contractors; Provide training to end-users on the use of standard systems and applications.
3. Desktop Administration:
Provide full range of technical assistance in the area of desktop administration and support; Provide technical advice to clients when necessary; Provide assistance and guidance to clients in Standard PC application software; Troubleshoot application software installations and configurations, electronic mail, internet and network access problems; Provide support for deployed computer application systems; Install computer application systems software and hardware according to specifications; Coordinate with other organizational units on issues that affect desktop administration and configuration; Perform 2nd level desktop troubleshooting in conjunction with Engineers.
4. Perform other related duties as assigned
Education
Completion of secondary education, supplemental courses/technical certificate in information technology or other related field.
Work Experience
A minimum of five years of relevant and progressively responsible experience in the information technology field. Experience in the administration, management and operation of a large IT environment with MS servers desirable. Relevant experience in customer services and related fields desirable.
Languages
English and French are the working languages of the United Nations Secretariat. For this position fluency in oral and written English is required. Working knowledge of another UN language is desirable
Assessment Method
Evaluation of qualified candidates for this position may include a substantive assessment which will be followed by a competency-based interview
Special Notice
This position is funded for an initial period of one year and may be subject to extension.
Appointment against this post is on a local basis. External candidates will be considered only when no suitable internal candidate from the duty station is identified. The candidate is responsible for any travel expenses incurred in order to take-up the appointment. Staff members are subject to the authority of and assignment by the Secretary-General. All staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. 1. All applicants are strongly encouraged to apply on-line as soon as possible after the job opening has been posted and well before the deadline stated in the job opening. On-line applications will be acknowledged where an email address has been provided. 2. If you do not receive an e-mail acknowledgement within 24 hours of submission, your application may not have been received. In such cases, please resubmit the application, if necessary. If the problem persists, please seek technical assistance through the Inspira "Need Help?" link.



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