IT Assistant

Title: IT Assistant (Two positions)

Vacancy No.: UNAIDS/13/FT36

Grade: G5

Contract type: Fixed-Term Appointment

Duration of contract:  1 year

Application Deadline: 20 July 2013

Organization unit: Technology and Innovation / Field and Remote Support Division

Duty station:  Nairobi Kenya

Mandate of the Department:

The Technology and Innovation Department (TIN) ensures that information technology is a strategic enabler of the vision of Getting to Zero, and contributes to the transition from managing a disease to ending an epidemic.

TIN makes possible new ways of collaboration, facilitates greater sharing of knowledge and provides new tools to reach out and communicate - with unprecedented reach and speed - with our key stakeholders and constituencies.

To play this important role, the department is an agent of change, contributing to making UNAIDS work fast, smart and efficiently.

Main tasks and Responsibilities of the Position:

• The Global Service Desk aligns learning strategies and coordinates delivery of all UNAIDS IT learning services, including user support at a first-level diagnosis and second-level support. 
• The GSD promotes IT literacy, optimizing utilization of systems and enhancing the performance of users.
• Reporting to the Chief, Field and Remote Support Division, the IT Assistant provides the delivery of UNAIDS learning services and User support , ensuring that all calls coming via telephone and email are attended to and responded within a specified time frame.

The incumbent will provide technical assistance to the Global Service Desk for all user-related aspects of desktop hardware and software facilitating their ongoing maintenance, usage and enhancement.

The ITAssistant will interact directly with the users, providing practical operational support and IT services that facilitate the work of all staff.

Specifically, the Training and Support Assistant will:

• Assist in delivering and organizing , group learning sessions, hands-on sessions, demo sessions, customization of learning activities to suit individual, workgroup and organizational learning needs.
• Provide support to the, delivery and evaluation of a comprehensive and innovative, on-going IT training programme for UNAIDS staff in Geneva, the RSTs and country offices.
• Manage the Global Service Desk Hotline by recording all incoming calls, providing solutions to users and escalate calls to second level support, as needed.
• Provide technical and operational support to users for calls coming in via the Global Service Desk hotline or e-mail.
• Ensure timely configuration and deployment of desktop/laptop equipment to staff, both in headquarters and in regional/country offices, providing first level support and escalating to proximity support and external vendors where applicable.
• Provide support to Global Service Desk Coordinator to identify areas which need coaching and training with the aim to reduce helpdesk calls and enhance user self reliance.
• Contribute to a positive attitude among staff toward technology utilization.
• Perform all other related duties or assignments as assigned by the Chief, Field and Remote Support Division and participate in on-call rotation.

Required Qualifications

Education:

Essential: 

Completion of secondary school education complimented by formal training in computer science or related field. including training in the use of office systems. ICDL (International Computer Driving Licence) Core Certification

Desirable:  

University degree (Bachelors) in Information Technology, Computer Science or related field, ITIL Certification.

Competencies:

UNAIDS Values

• Commitment to the AIDS response
• Integrity
• Respect for diversity

Core competencies

• Working in teams
• Communicating with impact
• Applying expertise
• Delivering results
• Driving change and innovation
• Being accountable

Experience:

Essential: 

• A minimum of five to seven years' experience in IT end-user support, user training or (preferably) a combination of both. 
• In addition experience with supporting Microsoft operating systems and Office suite.

Desirable: 

• Experience supporting large-scale ERP systems, preferably in an international environment. 
• Experience in supporting Microsoft Servers.

Languages:

Essential:
Advanced knowledge of English.

Desirable: 
Good working knowledge of another UN official language.

Annual salary, (Net of tax): 1,486,554 Schillings at single rate

Applications from people living with HIV are particularly welcome.

Applications from women and from nationals of non- and under-represented member states are particularly encouraged.

Any appointment/extension of appointment is subject to WHO Staff Regulations and Rules.

Only candidates under serious consideration will be contacted.

Note: The paramount consideration in the appointment, transfer or promotion of staff is the necessity of securing the highest standards of efficiency, competence and integrity. 

The medical criterion for recruitment is fitness to work in the particular post.

The United Nations HIV/AIDS Personnel Policy clearly stipulates that no staff and/or potential candidates shall be discriminated against on the basis of real or perceived HIV status. 

HIV infection, in itself, does not constitute lack of fitness to work. 

There is no obligation to disclose HIV-related personal information.

Online applications are strongly encouraged to enable UNAIDS to store your profile in a permanent database. Please visit UNAIDS's e-Recruitment website at: https://erecruit.unaids.org.

The system provides instructions for online application procedures.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.