Overview
The Information and Communications Technology (ICT) Assistant provides foundational support and ensures the smooth day-to-day functioning of ICT services for the Supply Chain Management Unit (SCMU). The role supports the ICT & Business Analytics Team Lead in achieving ICT objectives.
Key Responsibilities
- Installs application systems software and hardware, configures and tests collaboration and telecommunication equipment.
- Monitors, maintains, and performs daily operations of telecommunication systems, Print/Scan services, and equipment.
- Conducts analysis and troubleshooting of equipment malfunctions, ensures proper operations, and maintains equipment inventory.
- Gathers performance indicator data and reports on service levels for the UNFPA Global Service Desk.
- Acts as a focal point for user requests and provides technical support on relevant hardware and software systems.
- Supports the maintenance of customized application software systems, including building, testing, and modifying prototypes.
- Provides support on software and hardware integration matters, including security, data integrity, and recovery.
- Performs ongoing reviews with users and developers, responds to requirements, and implements applications.
- Maintains regular contact with users and technical staff and provides support as required.
- Supports end-user hardware from procurement to disposal.
- Manages SCMU ICT service catalogue and resolves level 1 support calls, following up with level 2 and 3 support.
- Maintains and supports SCMU Service Catalogues and ensures user guides are up to date.
- Collaborates with other technical support, including UNFPA global service desk and UN City/UN Common Services service desks.
- Assists with support for internal business applications, including CRM and Supply Chain applications.
- Assists the existing IT team with backing up business applications.
- Works closely with team members and consultants to identify user requirements and coordinate data gathering.
- Liaises and coordinates with responsible branches in UNFPA, particularly the Information Technology Solutions Office (ITSO).
- Assists in identifying where existing processes need revision or new applications are required.
- Supports and implements activities related to UNFPA’s Governance, Risk, Compliance and Reporting function.
- Develops and implements UNFPA's capacity-strengthening initiatives.
- Advocates for the training of supply chain professionals.
- Coaches and mentors UNFPA personnel to strengthen their capacity in supply chain management.
- Champions UNFPA's supply chain thought leadership.
- Fosters an environment for knowledge retention and sharing.
- Provides counsel and support on supply chain management issues.
- Contributes to the development of UNFPA’s value proposition and relationships with donors and partners.
- Supports SCMU’s collaboration with the Division for External Relations for funding opportunities.
- Supports SCMU’s oversight of resource mobilisation proposals.
- Establishes effective collaboration with relevant stakeholders within UNFPA.
- Leads the fostering of relationships with key supply chain partners.
- Represents SCMU and UNFPA in meetings related to ICT, Business Analytics, and supply chain management.
- Carries out any other duties as may be required by the Chief, SCMU.
Required Experience
- A minimum of five (5) years of relevant, progressively responsible experience in ICT technical support in an international customer-focussed organisation.
- At least two (2) years of hands-on experience in PC software, hardware support and network technical support.
- At least two (2) years of hands-on experience with Microsoft Infrastructure: Windows Server 2012, Active Directory, File Server, Print server.
- At least two (2) years of hands-on experience in cloud enabling technologies, particularly related to Google.
- The minimum years of relevant experience is reduced to two (2) years for candidates who possess a relevant first-level or advanced university degree.
- Strong interpersonal skills and capability to develop and maintain broad diversified partnerships is required.
- Professional written and spoken presentation skills, including for the development of reports, presentations, and the ability to synthesize complex supply chain documents for both technical and non-technical audiences is required.
- Experience using Enterprise Resource Planning (ERP) is required.
- Experience working in a matrix organizational structure is an asset.
- Hands-on experience with voice and video communication systems is an asset.
Qualifications
- Completion of secondary education is required.
- A University degree at Bachelor Level in Computer Science, Information Systems, Telecommunications, or Engineering is an asset.
- A professional certification such as Information Technology Infrastructure Library (ITIL) Foundation, formal training or certification in Voice and Collaboration technologies and/or Information Security (CompTIA Security+ or equivalent) certification would be an additional asset.
