UNON Jobs in Kenya - Information Technology Assistant Vacancies - 106643

UNON Jobs in Kenya - Information Technology Assistant Vacancies - 106643

Posting Title:
  • Information Technology Assistant, G6 filled From Roster
    Job Code Title:
  • Information Technology Assistant
    Department/office:
  • United Nations Office at Nairobi
    Duty Station:
  • Nairobi
    Job Opening Number:
  • 19-information Management Systems-unon-106643-r-nairobi (X)

    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 (UNHABITAT) 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 & Enterprise Support Section (CESS) of the Information and Communications Technology Service (ICTS) in UNON.

    Under the general guidance of the Chief, UNON/ICTS/CESS and direct supervision of the Chief, UNON/ICTS/CESS/Client Service Unit (CSU), the incumbent will perform the following duties:

    Responsibilities

    Desktop Administration and Configuration:

  • Supervise junior 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 clients;
  • Provide guidance and training to staff;
  • Prepare, maintain and update files and internal databases; Draft documentation and reports.

    Service Installation and Support:

  • Receive and log service 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 recommend solutions.

    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 ICTS teams to facilitate completion of service requests;
  • Provide advice to clients regarding ICTS standards and workflow processes;
  • Perform quality assurance procedures;
  • Address escalated problems and monitor resolution.

    iNEED Customer Relationship Management (CRM) System:

  • 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 training ICTS 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.

    Intranet Update:

  • Update and modify information on the ICTS intranet and ensure that it is up-to-date;
  • Liaise with other ICTS Intranet focal points for Intranet information gathering.

    Problem Management:

  • In accordance with Information Technology Infrastructure Library (ITIL) best practices, assist and coordinate weekly meetings with problem managers.
  • Escalate problems based on established criteria and Standard Operating Procedures.
  • Ensure problems are addressed within the benchmark.
  • Identify and develop quick solutions within the ICTS
    problem manager's framework.
  • Follow-up on 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.

    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
  • High school diploma or equivalent is required.
  • Supplemental training in computer Science, System Administration, Database Administration, Service Operations, System Analysis, Software Development, or other related IT field is required.
  • Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat.
  • Applicants who have not passed the GGST at the time of application may be invited for the test after submitting an application.

    Work Experience
  • A minimum of seven (7) years of relevant and progressively responsible experience in the Information Technology (IT) field or related field is required.
  • Working experience in the administration, management and operation of a large Information Technology environment with MS servers is required.
  • Hands on work experience in the deployment of System Center Configuration Manager (SCCM) and group policy is desirable.

    Languages
  • English and French are the working languages of the United Nations Secretariat.
  • For the post advertised, fluency in written and oral 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.

    How to Apply
  • Interested candidates should apply online by 19th March 2019
  • For more information and job application details, see; UNON Jobs in Kenya - Information Technology Assistant Vacancies - 106643

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