UNICEF works in a number of the world’s hardest locations, to succeed in the world’s most deprived kids. To avoid wasting their lives. To defend their rights. To assist them fulfill their potential.

Throughout 190 nations and territories, we work for each little one, in all places, day by day, to construct a greater world for everybody.

And we by no means hand over.

For each little one, that’s why UNICEF is right here!

How will you make a distinction?

Underneath UNICEF mandate for selling the safety and survival of Youngsters, Data Communication Know-how (ICT) performs an integral a part of supporting UNICEF enterprise operations. ICT Help companies have proved very important within the context of elevated demand to help to employees hybrid workplace and teleworking, altering ICT functions and cloud environments. UNICEF Kenya nation workplace seeks to recruit certified ICT Assistants for a interval of 1 yr to strengthen ICT useful resource capability required in help of UNICEF Kenya Nation Workplace operations in Nairobi and discipline workplaces in addition to meet necessities to help emergencies response actions.

Function of the Place

The first goal of place is to strengthen ICT operational effectiveness. The ICT Assistants will work throughout the ICT Frequent Companies Unit primarily based in Nairobi to make sure satisfactory useful resource capability to help UNICEF operations in Nairobi and zonal workplaces inside Kenya.

Important Obligations and Duties

The incumbents will undertake the ICT help assignments listed beneath.

1. Play roles of First Line ICT Assist Desk Analyst to supply decision to ICT associated issues to finish customers. S/he independently resolves most ICT help issues reported remotely or in particular person or via service administration instruments.
2. Play position of Second Line ICT Assist Desk Analysts, to supply resolution to vital ICT issues by analysis, collaboration with different technical personnel, using data databases, downside fixing methods and so forth.
3. Undertake position of Transfer Add and Change analyst to put in, configure, and take away finish person ICT gear.
4. The ICT Assistants will undertake finish person help, together with person orientation and coaching on ICT services and products.
5. They are going to be required to function, diagnose, and keep convention companies instruments together with audio, video, and internet.
6. They are going to be required to journey inside Kenya endeavor ICT help assignments every now and then.
7. They are going to be required to play position of alternate to Techniques Directors within the upkeep, configuration, set up of ICT infrastructure parts.

Description of the Project

1. Assist Desk Analyst (First line)

• Present first line help to finish customers on customary ICT services and products obtained through phone-in, walk-in customers; calls obtained via Service Administration instruments.
• Handle lifecycle of service calls assigned to him/her until calls are resolved and closed.
• Resolve calls as per service degree agreements as per service administration instruments protocol.
• Resolve help calls associated to UNICEF customary software program and {hardware} together with Workplace 365 Merchandise, e mail, cloud companies, working programs, laptops, desktops, printers, scanners, smartphones and so forth.
• Present coaching, orientation on finish person ICT services and products.

2. Assist Desk Analyst (Second line)

• Present second line help on customary ICT services and products.
• Resolve vital help calls or incidents reported by finish customers. Carry out analysis from manuals, web data bases, collaborate with different assist desk analyst within the staff to search out options, workaround to such issues.
• Handle lifecycle of incidents assigned to him/her in service administration instruments
• Resolve incidents associated to UNICEF customary software program and {hardware} together with Workplace Merchandise, e mail, cloud companies, working programs, laptops, desktops and so forth.

3. Transfer, Change and Add Analyst

• Set up, configure, and keep new finish person ICT gear together with desktops, laptops, printers, scanners and so forth.
• Rollout UNICEF customary working programs and customary software program in finish person computer systems
• Sanitize finish person ICT gear off UNICEF knowledge earlier than disposing.
• Recommendation customers about lifecycle of finish person ICT gear.
• Present primary help to Android and Apple smartphone administration.

4. Focal particular person for Webinars, occasions and assembly help

• Facilitate ICT help to inhouse/outdoors conferences, conferences, workshops and so forth.
• Co-ordinate with services focal particular person on the obtainable ICT services.
• Organize obligatory ICT services for the assembly.
• Present ICT help through the assembly (Setup and handle convention companies)

5. Different duties

• The ICT Assistants could also be assigned different ICT associated duties resembling supporting Enterprise Continuity actions at designated websites outdoors the UN complicated.
• Undertake inspection of ICT gear procured for UNICEF counterparts at warehouse or associate places, set up and testing of the identical.

To qualify as an advocate for each little one you’ll have…

• Diploma/Superior diploma of upper certificates.

Expertise

• At the least 3 years work expertise in ICT Help Companies/Helpdesk inside an setting of over 200 customers in a staff
• At the least 3 technical certifications in Working System setting, Networking and ICT Help: Microsoft Home windows Working System, MS Office365/Microsoft 365®, TCPIP Networking/Community Administration, ICT Safety. ITIL certification might be added benefit.
• Working setting and proficiency in supporting collaboration instruments (Zoom, MS TEAMS, Cloud workspace resembling SharePoint, OneDrive and so forth.)
• At the least 2 years working expertise working with distant person help instruments
• 2 years’ work expertise with worldwide multi-cultural establishments (UN, NGO/multinationals) setting might be an added benefit.

For each Little one, you exhibit…

UNICEF’s Core Values of Care, Respect, Integrity, Belief and Accountability and Sustainability (CRITAS) underpin every little thing we do and the way we do it. Get acquainted with Our Values Constitution: UNICEF Values

UNICEF competencies required for this publish are…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and moral consciousness (3) Drive to realize outcomes for affect (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.

Through the recruitment course of, we take a look at candidates following the competency framework. Familiarize your self with our competency framework and its completely different ranges: competency framework here.

UNICEF is right here to serve the world’s most deprived kids and our world workforce should mirror the variety of these kids. The UNICEF family is committed to include everyone, regardless of their race/ethnicity, age, incapacity, gender id, sexual orientation, faith, nationality, socio-economic background, or some other private attribute.
We provide a wide range of benefits to our staff, together with paid parental depart, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the usage of versatile working preparations.
UNICEF has a zero-tolerance coverage on conduct that’s incompatible with the goals and goals of the United Nations and UNICEF, together with sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is dedicated to advertise the safety and safeguarding of all kids.

Remarks:

Further vetting and evaluation for elevated threat roles in little one safeguarding (probably together with further felony background checks) applies.

UNICEF’s energetic dedication in the direction of variety and inclusion is vital to ship the very best outcomes for kids.

All chosen candidates will endure rigorous reference and background checks and might be anticipated to stick to those requirements and ideas. Background checks will embrace the verification of educational credential(s) and employment historical past. Chosen candidates could also be required to supply further data to conduct a background verify.

Authorities staff which might be thought of for employment with UNICEF are usually required to resign from their authorities earlier than taking on an project with UNICEF. UNICEF reserves the suitable to withdraw a proposal of appointment, with out compensation, if a visa or medical clearance shouldn’t be obtained, or obligatory inoculation necessities will not be met, inside an inexpensive interval for any purpose.

Solely shortlisted candidates might be contacted and advance to the following stage of the choice course of.