Stretch Assignment, ICT Associate, GS-5/GS-6/GS-7, Central Services Center (CSC), DFAM, NYHQ, USA – Two (2) Months Onsite (OPEN TO ONLY NYHQ GENERAL SERVICE STAFF MEMBERS)

Job title:

Stretch Assignment, ICT Associate, GS-5/GS-6/GS-7, Central Services Center (CSC), DFAM, NYHQ, USA – Two (2) Months Onsite (OPEN TO ONLY NYHQ GENERAL SERVICE STAFF MEMBERS)

Company

Unicef

Job description

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, innovationTerms of ReferenceBackgroundWith the creation of Central Services Center (CSC), NY IT Help Desk Team is deploying its services in collaboration with Facilities Help Desk, Computer Focal Points while continuing to implement major ICTD projects: Cloud Printing, Decommissioning of Direct Access and deployment of Secure Access, Decommissioning of Symantec Endpoint and Deployment of Microsoft Defender.CSC NY Help Desk/DFAM is looking for a self-motivated and talented ICT Associate (GS6) to join the New York CSC NY IT Help Desk team. The selected candidates will be physically stationed in New York.Selected candidate will join the existing CSC NY IT Help Desk Team, serving as the first point of contact for all matters related to ICT Customer support, hardware, and software provisioning. S/He will interact with Subject Matter Experts (SMEs), more than 1,800 staff and consultants working remotely or at UNICEF NYHQ office (3 UN UNICEF House and 633 Third Ave).Purpose of the PositionUnder the direct supervision of the Help Desk Manager, this internal stretch assignment (within DFAM) will provide office based first-level technical support to all current UNICEF end-user hardware and their operating systems, ensuring compliance with all ICTD processes and policies throughout the hardware assets’ lifecycle.Key Duties and Tasks performed from the officeTimely and effective provision of new hardware assets.Responds to incoming requests via Service Gateway, email communication, and walk-in clients, for hardware-related customer and business services.Registers and schedules all requests/queries, and closely collaborates with Subject Matter Experts (including ICT Teams, Administrative and Facilities Management staff) and end-users.Provides users with solutions to identified incidents, requests, or service interruptions during release and time-intensive customization of new hardware.Provides new users with ad-hoc onboarding via an introduction to UNICEF ICT software suite, processes, and policies. Provides timely feedback, status, and progress reports as needed.Moves/Additions/Changes support is provided in the successful rollout and user adoption of ICT products, processes, and policies.Ensures new installations, moves, relocations of hardware as per requests submitted in Service Gateway.Supports roll outs and implementation of new UNICEF hardware and software standards andsupport during general release.Provides Subject Matter Experts with feedback received from users, additional updates, and “Lessons Learnt” to facilitate ICT product enhancement.Ensures end-user data transfer, onboarding of new users to UNICEF ICT standards, systems, processes, including asset decommissioning through the Property Survey Board.Provision of standard ICT Customer support functions.Provides ICT Customer support to all current UNICEF standard software and hardware.Troubleshoots and resolves reported computer related issues.Records/monitors incidents assigned tasks and ensures timely closure to maximize customer satisfaction.Answers phone calls, walk-ins and creates/updates service calls registering user/caller issues and requests.Ensures all open incidents are actioned as per the established procedures and tasks assignment.Escalates and follows up incidents when applicable until resolution.DurationThis stretch assignment will be for a period of two (2) months, with a possible extension of one (1) month.FundingOnce the selection process is completed, the releasing section will agree on a start date. This is a temporary development opportunity and there will be no changes to the staff member’s status (position number, level, etc.). The staff member retains his/her current position and there is no DSA entitlement, backfill or SPA for this stretch assignment.Qualifications and CompetenciesRequired:Holding a Fixed Term Contract within DFAM.Completion of secondary education (high school diploma) is required. Completion of university modules or degree in computer science, information systems, engineering, telecommunications, or a related field from an accredited institution will be counted toward the minimum work experience requirements.Minimum of five (5) years relevant experience in Information Technology (IT) is required, as well as systematic methods of troubleshooting, analytical problem solving, and assisting end-users on ICT products and services, and use of applications and diagnostic tools.Working knowledge of ITIL Service Delivery and of UNICEF’s incident management and service request systems.Completion of A+ Certification, or equivalent working experience.Advanced knowledge of Windows 10 and the Microsoft Suite of Products (including Word, Excel, and PowerPoint).Fluency in English is required.Desirable:Work experience dealing with Customer Support and Services is desirable, including excellent customer-focused skills (thus communication, interpersonal, and technical).Working knowledge of UNICEF’s environment (and UNICEF proprietary software) and of various computer platforms and applications: operating systems, email and database systems, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting, and repairs is an advantage.Knowledge of another UN language (Russian, Arabic, Chinese, French) is an asset.How to applyDiscuss this assignment with your supervisor and obtain supervisor’s agreement before applying. The agreement of your supervisor and Head of office is required.Please upload all documentation listed below, including receipt of supervisor and head of office agreement, by 3 June 2024:Up to date TMS candidate profileMotivational Letter2 latest PERsApproval e-mail from supervisor and Head of Section.NB: Candidates for the stretch assignment may be contacted for a short conversation. Supervisors may also be contacted for references.To view our competency framework, please visit .Remarks:Only shortlisted candidates will be contacted and advance to the next stage of the selection process.UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. , irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.UNICEF offers for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.Advertised: 04 Jun 2024 Eastern Daylight Time
Deadline: 12 Jun 2024 Eastern Daylight Time

Expected salary

Location

USA

Job date

Thu, 06 Jun 2024 01:45:18 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (un-jobs.net) you saw this job posting.