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 Client & Conference Support Section (CCSS) of the Information and Communications Technology Service (ICTS) in UNON. Under the general guidance of the Chief, UNON/ICTS/CCSS and direct supervision of the Chief, UNON/ICTS/CCSS/CSU, the incumbent will perform the following duties:
Responsibilities 1. Desktop Administration and Configuration: Supervise staff for specific projects; Monitor all personal computers running the UN software delivery system; Perform software distribution updates, scripting, testing and support; Perform research into new versions of centrally supported software, perform beta testing, production rollout and post production support; Perform 2nd level desktop troubleshooting; Provide technical advice to client; Provide guidance and training to staff; Prepare, maintain and update files and internal databases; Draft documentation and reports.2. Service installation and support: Receive and log services request calls; Resolve problem and service request calls; Schedule service requests including equipment replacement/installation, software installation, Local Area Network connection, return to stock, site surveys; Diagnose and resolve any hardware, software or connectivity problem; Provide basic training to end user; Log all action including site survey, steps taken to resolve problem or to complete task and problem encountered, current status; Act as focal point for technical staff at lower levels; Escalate tasks to the appropriate parties; Detect problem patterns and recommends solutions.3. Service coordination: Receive and log service requests; Create and assign work order in accordance with the established procedures; Distribute work assignment and monitor progress; Liaise with other area of ICTS to facilitate completion of service requests; Provide advice to client regarding ICTS standards and workflow processes; Perform quality assurance procedure; Address escalated problems and monitor resolution.4. iNEED (CRM): Use iNEED as a platform to register and address all ICTS calls; participate in the Gap analysis of iNEED for ICTS Services; Provide assistance in data preparation of iNEED; assist in the administration of iNEED as and when required; Assist in the training ICTS service desk contractors and other ICTS Teams in the usage and utility of iNEED. Update and maintain a knowledge base database with tested, proven and practiced IT solutions and best practices that can be used for problems logged in iNEED requirements.5. Intranet Update: Update and modify information on the ICTS intranet and ensure that is up-to-date; Liaise with other ICTS Intranet focal point for Intranet information gathering.6. Problem management: In accordance to ITIL best practices, assist and coordinate weekly meetings with problem managers. Escalate problems based on established criteria and SOP. Ensure problems are addressed within the benchmark. Identify and develop quick solutions within the ICTS problem manager’s framework. Follow-up issues and record solutions in the knowledge base data base for future reference and usage. Act as a focal person for all problems past benchmark and generate weekly reports on actions being taken or solutions identified.7. Perform other related duties as may be assigned.
Competencies • Professionalism: Knowledge of information technology and applications, including computer system networks; Good technical skills, ability to conduct network maintenance, provide server services and user support; Shows pride in work and in achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments,observing deadlines and achieving results; Is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; Remains calm in stressful situations.• Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Demonstrates openness in sharing information and keeping people informed.• Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients’ needs and matches them to appropriate solutions; Keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.
Education Completion of Secondary education or equivalent. Supplemental courses/technical certificate in Information Technology or other related field is desirable. Applicants must have passed the United Nations Administrative Support Assessment Test (ASAT) or the Global General Service Test (GGST) at Headquarters or an equivalent locally administered test at Offices away from Headquarters.
Work Experience A minimum of seven years of relevant and progressively responsible experience in the Information Technology field or related field is desirable. Experience in the administration, management and operation of a large IT environment with MS servers is desirable. Hands on work experience in the deployment of SCCM and group policy is essential.
Languages English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of another United Nations official language is an advantage.
Assessment Evaluation of qualified candidates for this position may include a technical assessment which may be followed by a competency-based interview.
United Nations Considerations According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity, including but not limited to, respect for international human rights and humanitarian law. Candidates may be subject to screening against these standards, including but not limited to, whether they have committed or are alleged to have committed criminal offences or violations of international human rights law and international humanitarian law. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the At-a-Glance on “The Application Process” and the Instructional Manual for the Applicants, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.The screening and evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications, including but not limited to, their education, work experience, and language skills, according to the instructions provided on inspira. Applicants will be disqualified from consideration if they do not demonstrate in their application that they meet the evaluation criteria of the job opening and the applicable internal legislations of the United Nations. Applicants are solely responsible for providing complete and accurate information at the time of application: no amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to a reference-checking process to verify the information provided in the application.Job openings advertised on the Careers Portal will be removed at midnight (New York time) on the deadline date.
