Overview
Information and Communications Technology (ICT) Assistant provides office-based first-level technical support to end-user hardware and operating systems, ensuring effective and efficient solutions for ICT operations and services. The role supports external events and extends operational support for preparing laptops and other ICT devices.
Key Responsibilities
- Timely and effective deployment of ICT equipment and portable devices for operational use.
- Configures all UNICEF desktop/laptops for operational use.
- Configures printers and computer-related peripherals for operational use.
- Provide support for implementation of ICT4D initiatives (operational and programme).
- Supports implementation of new ICT4D initiatives including rollout of new installations, upgrades of hardware, software and operating systems.
- Assists in training UNICEF staff on new systems introduced to the organization.
- Build capacity of staff for effective use of ICT equipment and peripherals.
- Provides on-the-job training to staff on the effective use of desktop applications.
- Provides on-the-job guidance to staff on the effective use of ICT4D peripherals and communication devices.
- T4D role in supporting the Programme staff.
- Support and design of T4D Interventions.
- Provide technical support to the Country Office in the identification, selection, concept design, deployment, and sustainability of T4D interventions.
- Solution Procurement and Evaluation.
- Provide inputs into the review of technical solutions to ensure UNICEF Standards playbook are followed, contribute to project management processes, generation and review of terms of reference and vendor selection.
- Providing first-level support that includes receiving, processing and logging service requests via Service Gateway, email communication and walk-in clients.
- Ensuring new installations, moves, and relocation of hardware as per requests submitted in Service Gateway.
- Providing support in conferencing with ICT and audiovisual equipment as and when requested.
- Ensuring end-user onboarding of new users, supporting users’ data transfer and asset decommissioning after the hardware lifecycle through the PSB recommendation.
- Maintaining ICT section’s internal inventory of ICT assets and accessories, manuals and other documentation.
- Assist in periodic preventive and corrective maintenance of ICT and Telecom equipment and systems.
- Assisting in the testing and validation of emergency telecommunication equipment for end users.
- Performing any additional assignments as requested by the supervisor.
Required Experience
At least 5 years of relevant work experience in providing assistance to users with IT products and services, and use of applications and diagnostic tools is required. Practical experience in providing technical and business Customer Support and Services is required. Practical experience and working knowledge of various computer platforms and applications are required. Relevant experience at country level, particularly in development, fragile settings and humanitarian contexts.
Qualifications
Completion of Secondary Education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering. ITIL Foundation Certificate or equivalent customer support certification is an asset.
