UNICEF ICT Associate Jobs in Kenya

UNICEF ICT Associate Jobs in Kenya


  • 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, Communication

    How can you make a difference?

    Purpose for the job:

  • The primary purpose of the intended ICT Associate is to strengthen ICT operational effectiveness in UNICEF Kenya Zone offices. The personnel will work with the ICT Support Services Unit in Nairobi and fill the gaps in the resource capacity to ensure required ICT support is sustained in UNICEF Kenya Zone offices in view of the increasing teleworking during Covid-19 period.

    Key Roles of Temporary Appointment:

  • Reporting to ICT Officer (NOB), the ICT Assistants will undertake ICT support assignments listed below on daily basis:

  • Provide first line ICT help desk support and resolve ICT end user problems. Independently resolve most ICT support problems reported to help desk.

  • Provide second line support to resolve critical ICT problems by research/knowledgebase, collaboration with other team members or problem-solving techniques.

  • Install, configure, and remove end user ICT equipment.

  • Provide user orientation and training on ICT products and services.

  • Provide ICT support to unicef conferences, meetings, events etc.

    Description of the Assignment:

    Help Desk Analyst (First line)

  • Provide 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.

  • Manage lifecycle of service calls assigned to him/her till calls are resolved and closed

  • Resolve calls as per service level agreements.

  • Manage first line queue in service management tools.

  • Resolve support calls related to UNICE standard software and hardware including Office 365 Products, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc.

  • Provide training, orientation on end user ICT products and services.

  • Write brief how-to documents on ICT products and services for end users.

    Help Desk Analyst (Second line)

  • Provide second line support on standard ICT products and services.

  • Resolve critical support calls or incidents reported by end users. Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems.

  • Manage lifecycle of incidents assigned to him/her in service management tools

  • Resolve incidents related to UNICE standard software and hardware including Office Products,
    email, cloud services, operating systems, laptops, desktops etc.

    Move, Change and Add Analyst

  • Install, configure, and maintain new end user ICT equipment including desktops, laptops, printers, scanners etc.

  • Rollout UNICEF standard operating systems in end user computers

  • Rollout UNICEF standard software in end user computers

  • Sanitize end user ICT equipment off UNICEF data before disposing.

  • Advice users about lifecycle of end user ICT equipment.

  • Provide basic support to Android and Apple smartphone management.

    Focal person for Webinars, events and meeting support

  • Facilitate ICT support to inhouse/outside meetings, conferences, workshops etc.

  • Liaise with event focal person on ICT need assessment.

  • Co-ordinate with facilities focal person on the available ICT facilities.

  • Arrange necessary ICT facilities for the meeting.

  • Provide ICT support during the meeting.

  • Setup and manage conference services for the meeting.

    Other duties

  • TA personnel may be assigned other ICT related tasks such as listed below

  • Provide Support to Business Continuity activities at designated sites outside the UN complex.

  • Undertake inspection of ICT equipment procured for UNICEF counterparts at warehouse or partner locations, installation and testing of the same

  • Undertake duty travel outside of Nairobi duty station on need basis to provide ICT support to KCO Zone offices

    Qualification Requirements

  • A minimum Diploma/Advanced Diploma or higher in Information Technology

  • At least 3 years work experience in ICT Support Services/Helpdesk within an environment of over 200 users in a team

  • Professional Technical Certifications in Operating Systems, TCPIP Networking/Network Administration and ICT Support: Microsoft Windows Operating System, MS Office365/Microsoft 365®, ICT Security, ITIL certification will be added advantage.

  • Working environment and proficiency in supporting collaboration tools (Zoom, MS TEAMS, Cloud workspace such as SharePoint, OneDrive etc.)

  • Working experience with international organizations such as UN or multinational entities will be considerable advantage.

    For every Child, you demonstrate

  • UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

    How to Apply

  • For more information and job application details, see; UNICEF ICT Associate Jobs in Kenya ​


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