Help Desk Assistant

Job no: 572957
Contract type: Temporary Appointment
Duty Station: Kharkiv
Level: G-5
Location: Ukraine
Categories: Information Communication Technology, Administration

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.

For every child,hope

UNICEF Ukraine

How can you make a difference?

Summary of key functions/accountabilities:

• General ICT / Office Support

• Minimal ICT Administration

• Administrative Support

General ICT / Office Support:

Help Desk Assistant (ICT and Administration) shall perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff. Specific duties may include:

Activities include:

• Providing first-level support that includes receiving, processing, and logging service requests
• Managing lifecycle of ICT incidents assigned to him/her in service management tool.
• Creating, assigning, and following up on work tasks
• Maintaining and updating data, files, and online repositors of ICT operations
• Maintaining ICT equipment inventory, this may require the incumbent to lift, move, mount, or store equipment.
• Installing/upgrading, configuring and maintaining Windows 10/11 systems and equipment.
• Assisting in routine operations and monitoring of Local Area Networks (wired and wireless) systems.
• Providing technical support to printing and scanning issues
• Providing on-the-job orientation/guidance for users in the use UNICEF ICT systems and tools

Basic ICT Administration:

Help Desk Assistant (ICT and Administration) is accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of ICT equipment, operating system, hardware and software documentation and functionality. Specific duties may include:

• Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine operation and monitoring of on-site ICT equipment and ICT environment.
• Providing first-level user support/troubleshooting.
• Extracting ICT equipment Log data for diagnosing errors and correcting as necessary.
• Assisting in the generation of computer reports.
• Providing on-the-job orientation for users in the use of ICT systems.

Administrative Support:

Help Desk Assistant (ICT and Administration) shall perform a range of tasks to ensure smooth operations of the UN House in Kharkiv as well as to provide administrative support to UNICEF’s Kharkiv FO team. Specific duties may include:

• Ensuring timely and effective delivery and improvement in administrative support and office services, including premises management, transport services, equipment, conference, mail and delivery services, local procurement, and bill payments of utilities.
• Preparing and monitoring budgets and financial expenditures, ensuring compliance with UNICEF rules and regulations, and keeping the supervisor informed and advised on actions for decision/follow-up.
• Assisting in the development of the annual budget for common premises and in the preparation of quarterly financial reports on common premises expenses.
• Negotiating and supervising matters relating to office premises, including common premises, utilities, and services with landlords/vendors/agencies.
• Assisting in the organization and control of the distribution of space in the office common premises, the corridors, and other indoor and outdoor common areas as necessary.
• Receiving, inspecting, and verifying all incoming equipment and furniture in common use; tagging all furniture/equipment in common use upon receipt from the supplier and tracking the movement of furniture/equipment pieces, acting as custodian of such assets.
• Supporting the annual physical inventory verification exercise by checking the accuracy of records and location of property.
• Arranging for the booking of meeting/conference rooms as per received requests and maintaining a log for booking, ensuring that the meeting/conference rooms are maintained clean and organized.
• Arranging for the maintenance of premises, equipment, and minor repairs, as necessary.
• Preparing and maintaining records, documents, and control plans for budget monitoring.
• Arranging for the purchase and timely distribution of office supplies.
• Supporting the Inter-Agency Operations Management Teams approaches for enhancing UN common services to attain efficiencies and effectiveness.

To qualify as an advocate for every child you will have…

Recruitment Qualifications

Education:

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.

Experience:

A minimum of five years of practical work experience (with secondary education) in information technology, requiring systematic methods of troubleshooting and problem solving is required.

For this position, a bachelor’s degree from a recognized academic institution in ICT, social sciences, sciences, business management, administration, finance or any other relevant field of discipline may replace three years of related work experience. A master’s degree may replace additional two years.Experience in providing assistance to users on 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 is required.

administrative work experience, including experience in administration of premises, assets, renovation works is an asset.

Language Requirements:

Fluency in English and Ukrainian is required. Knowledge of another official UN language is an asset.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust, Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are...

Core Competencies

• Demonstrates Self Awareness and Ethical Awareness (1)
• Works Collaboratively with others (1)
• Builds and Maintains Partnerships (1)
• Innovates and Embraces Change (1)
• Thinks and Acts Strategically (1)
• Drive to achieve impactful results (1)
• Manages ambiguity and complexity (1)

Remarks:

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be cancelled.

All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

This position is based in Kharkiv and the incumbent will be expected be work on-site. However, depending on the security conditions and advisory, s/he will be required to relocate within Ukraine.

Advertised: 14 Jun 2024 FLE Daylight Time
Deadline: 28 Jun 2024 FLE Daylight Time