Information Technology Assistant

Vor 5 Tagen

Geneve, Schweiz United Nations Vollzeit

This position is located in the Resource Management Service (RMS), Information Technology Services Section (ITSS), Service Support Team of the United Nations Conference for Trade and Development (UNCTAD). The incumbent will report to the Chief, Service Support Team.

**Responsibilities**:
Within delegated authority, the Information Technology Assistant will be responsible for the following duties:
Desktop Administration and Configuration:

- Monitors all personal computers running the UNCTAD software delivery system (Microsoft Endpoint Configuration Manager) to ensure that software distributions are being delivered correctly.
- Performs software distribution updates, scripting, testing and support, including maintaining the UNCTAD software delivery system (Microsoft Endpoint Configuration Manager).
- Performs research into new versions of centrally supported software and performs beta testing, production rollout and postproduction support.
- Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.
- Provides technical advice to clients when necessary.
- Provides guidance and training to new/junior staff.
- Prepares, maintains, and updates files (electronic and paper) and internal databases.
- Drafts documentation and reports.
- Performs other related duties as required.

Service Installation and Support:

- Receives and logs problem calls or service requests in the automated tracking system with minimum delay.
- Attempts to resolve as many problem calls or service requests on initial contact.
- Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
- Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
- Drafts end-user and/or technical documentation.
- Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.
- Acts as problem escalation point for technical staff at lower levels.
- Escalates problems/tasks to the appropriate parties in accordance with established procedure.
- Detects problem patterns and recommends solutions.
- Keeps abreast of developments in technology both in the UN and in the industry in general;
- Provides training to junior technical staff.
- Performs other related duties as required.

Procurement and Logistics:

- Receive, unpacks, and inspects all incoming assets.
- Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.
- Obeys and enforces all security procedures.
- Troubleshoots equipment.
- Performs more complex hardware and software configuration tasks such as creating standard images, e.g.using the UNCTAD Software delivery system (Microsoft Endpoint Configuration manager).
- Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
- Prepares and releases equipment for service requests.
- Liaises with other areas of ITSS, and IT focal points within UNCTAD.
- Monitors inventory levels and initiates procurement when low thresholds are reached.
- Keeps abreast of developments in technology in the UN and in the industry in general.
- Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
- Performs other duties as required.

Service Coordination:

- Supervises a team of UNCTAD service providers.
- Receives and logs service requests in the automated request management system.
- Creates and assigns work orders in accordance with established procedure.
- Distributes work assignments and monitor progress.
- Liaises with other areas of ITSS and service providers to facilitate completion of service requests.
- Provides advice to clients regarding ITSS standards and workflow processes.
- Performs quality assurance procedures to ensure client satisfaction.
- Addresses escalated problems and monitor to resolution.
- Detects problem patterns and recommend solutions.
- Keeps abreast of latest ITSS standards and technology.
- Performs other duties as required.

Physical Requirements:

- May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad
- hoc assignments during evenings or early mornings of working days as well as holidays and weekends.

Competencies
- 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; monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; keeps clients informed of

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