Background
Under the guidance and direct supervision of the Common services ICT Specialist, the ICT Support Clerk provides ICT and administrative support services to the participating agencies in the Arundel Park Common Premises, provides daily technical support to users of information management tools and technology infrastructure in a large Common Premises setting . The ICT Support Clerk promotes a client-oriented approach.The Common Services ICT Support Clerk works in close collaboration with the Front Office, Management Support and Business Development, Programme and Operations teams for resolving ICT-related issues.
Duties and Responsibilities
Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:- Compliance with UN wide information management and technology standards, guidelines and procedures for the Arundel Park Common Premises technology environment.
- Provision of inputs to the result-oriented common services workplan.
- Performance of routine technical tasks, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
- Support in the installation of commercial and in-house developed software and related upgrades.
- Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.
- Answering, receiving, processing, monitoring and evaluating telephonic, email and walk-in calls for assistance, and routing it to the appropriate Common Service Unit staff member where appropriate.
- Maintaining an accurate log of all calls and associated problems for reference.
- Making initial diagnosis of any problems and advises known solutions where applicable.
- Provides an effective interface between users and common services.
- Response to user needs and questions regarding network access.
- Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance in off-site storage of backups.
- Maintenance of an up-to-date inventory of software and hardware.
- Maintenance of ICT assets and stock of supplies and spare parts.
- Provision of ICT support to common premises agencies.
- Provide inputs to the development of ICT common premises policies and procedures.
- Participation and assistance in the organization of training for the Arundel Park Common Premises staff on ICT issues.
- Contributions to knowledge networks and communities of practice to UN agencies.
Competencies
OPERATIONAL EFFECTIVENESS- Ability to perform a variety of repetitive and routine tasks and duties related to ICT
- Ability to review data, identify and adjust discrepancies
- Ability to handle a large volume of work possibly under time constraints
- Good knowledge of administrative rules and regulations
- Detailed knowledge and understanding of clerical, administrative, secretarial best practices and procedures, in-depth knowledge of office software applications relating to word processing data management presentation, ATLAS, as required
- Ability to operate and maintain a variety of computerized business machines and office equipment in order to provide efficient delivery of service
- Ability to organize and complete multiple tasks by establishing priorities
MANAGING DATA
- Collects and compiles data with speed and accuracy identifying what is relevant and discarding what is not, records it in an accessible manner and maintains data bases
- Thoroughly and methodically collects, verifies and records data demonstrating attention to detail and identifying and correcting errors on own initiative
- Transmits file data; creates and generate queries, reports and documents utilizing databases, spreadsheets, communications and other software packages with speed and accuracy
- Interprets data, draws conclusions and/or identifies patterns which support the work of others
MANAGING DOCUMENTS, CORRESPONDENCE AND REPORTS
- Creates, edits and presents information (queries, reports, documents) in visually pleasing, clear and presentable formats such as tables, forms, presentations, briefing notes/books and reports using advanced word processing and presentation functions and basic database and spreadsheet software
- Edits, formats and provides inputs to correspondence, reports, documents and/or presentations using work processing, spreadsheets and databases meeting quality standards and requiring minimal correction
- Shows sound grasp of grammar, spelling and structure in the required language
- Ensures correspondence, reports and documents comply with established UN standards
- Ability to produce accurate and well documented records conforming to the required standard
PLANNING, ORGANIZING AND MULTI-TASKING
- Organises and accurately completes multiple tasks by establishing priorities while taking into consideration special assignments, frequent interruptions, deadlines, available resources and multiple reporting relationships
- Plans, coordinates and organises workload while remaining aware of changing priorities and competing deadlines
- Demonstrates ability to quickly shift from one task to another to meet multiple support needs
- Establishes, builds and maintains effective working relationships with staff and clients to facilitate the provision of support
- Promoting learning and knowledge management/sharing is the responsibility of each staff member.
Corporate Competencies:
- Demonstrates integrity by modeling the UN’s values and ethical standards;
- Promotes the vision, mission, and strategic goals of UNDP;
- Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
- Treats all people fairly without favoritism;
- Fulfills all obligations to gender sensitivity and zero tolerance for sexual harassment.
Required Skills and Experience
Education:- Secondary education with recognised industry ICT certification (Industry certification refers to A+,N+, ITIL and/or MCP, MCITP modules) or Diploma in IT.
- 4 years of relevant working experience in IT and administration (helpdesk would be an added advantage).
- Fluency in English and Shona/Ndebele.
FC: 11920