Categories: Information Communication Technology

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

TERMS OF REFERENCE

Title of Assignment

Local ICT Help Desk Assistant

Section

ICT and Innovation

Location

ESARO Nairobi, Kenya

Duration

10 Months

Start date

From: 15/01/2021

To: 15/11/2021

Background and Justification

Mission of UNICEF is to promote rights of children, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life, in its social, political, economic, civic and cultural dimensions, her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens, addressing inequity, not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. Therefore, the focus on equity is vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

In addition to regional oversight and innovation functions, and as part of a common services approach, the Regional ICT Section provides support to the UNICEF Kenya Country Office (KCO) and the East and Southern Regional Office (ESARO) in ICT (information and communication technology), including information systems for programs, internal operations and management.

The common services unit in ESARO ICT section is responsible for planning, developing and implementing cost effective, innovative and secure ICT services, namely networks, security, servers and storage, telephony, video and directory services; for setting and enforcing common ICT standards and for managing central ICT services for the KCO and ESARO.

The individual contractor (IC), will work under the ICT Common Services Unit. The incumbent will be accountable for providing ICT Support Services to the end users in accordance with the UNICEF ICT policies and security guidelines

Scope of Work

Main Purpose and Role:

The primary purpose of the individual contractor’s assignment is to strengthen ICT operational effectiveness.

The Individual Contractor is a: (1) First Line ICT Help Desk support, provide resolution to ICT related problems to end users. S/he independently resolves most ICT problems reported remotely or in person or through service management tools. (2) Second Line ICT Help Desk support, S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc. (3) An ICT Move Add and Change analyst. S/he installs, configures, and removes end user’s ICT equipment. (3) an expert, in Desktop/Laptop, Printer, Scanner, Email and standard office software.

The IC is responsible for end user support, end user ICT equipment installation, maintenance, meeting and conference support as well as orientation and training to end users. Will also provide backup technical support to administration, maintenance, configuration, installation of ICT infrastructure. S/he can operate, diagnose and maintain all conference services including audio, video and web. S/he can maintain and perform basic diagnosis on LAN/WAN/WiFi infrastructure.

Deliverables

Duration (Estimated # of days or months)

Timeline/ Deadline

Schedule of Payment

Help Desk Assistant (First line)

Provides first line support to end users on standard ICT products and services received via phone-in, walk-in users; calls received through Service Management tools.
Manages lifecycle of service calls assigned to him/her till calls are resolved and closed
Resolves calls as per service level agreements.
Manages first line queue in service management tools.
Resolves support calls related to UNICE standard software and hardware including Office 365 Products, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc.
Provides training, orientation on end user ICT products and services.
Writes brief how to documents on ICT products and services for end users.