Background

UNDP’s Regional Centre for Europe and the CIS is UNDP`s advisory hub for the Europe and CIS region tasked with the responsibility to provide policy and programmatic support to UNDP´s development activities in the region. Throughout UNDP´s focus areas, it works towards increasing the impact of UNDP´s activities in the region by assisting Country Offices in development of country-level initiatives through advisory services and technical support and by implementing regional-level projects in partnership with a wide range of partners supported to a global network of expertise. Under the leadership of the Director, the RBEC Regional Centre employs will a multi-disciplinary team of specialists and advisors, project managers, operations and programme support staff.

Under the guidance and direct supervision of the ICT Specialist, the ICT Support Assistant provides ICT support services and daily technical support to the RSC staff and other users of information management tools and technology infrastructure. The ICT Support Assistant promotes a client-oriented approach.

Duties and Responsibilities

Summary of key functions:

• General IT user support;
• Effective functioning of the RSC hardware and software packages;
• Support to networks administration;
  
• Provision of administrative support;
  
• Implementation of ICT management systems and strategies;
• Facilitation of knowledge building and knowledge sharing.
  
  

Provides general IT user support to clients by:

• Continuous user assistance with IT issues;
• Maintenance of computers, servers, printers and other devices; 
• Full compliance of IT systems and procedures with UN/UNDP rules and regulations on IT operations;
• Regular updates of user hardware and software;
  
  

Ensures effective functioning of the RSC hardware and software packages, focusing on the achievement of the following results:

• Performance of specific technical functions, including replacing hardware components (disks, memories, network wiring, power sources, etc.) and routine repairs;
• Assistance in the installation of commercial and in-house developed software and related upgrades;
• Assistance in upgrading patch and anti-virus programs on a timely basis;
• Monitoring of file server traffic, usage and performance on a frequent and regular basis;
• Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.
  
  

Supports networks administration, focusing on achievement of the following results:

• Assistance in trouble-shooting and monitoring of network problems;
• Response to user needs and questions regarding network access;
• Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.
  
  

Provides administrative support, focusing on achievement of the following results:

• Maintenance of an up-to-date inventory of software and hardware;
• Maintenance of a library of ICT related reference materials;
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit; 
• Maintenance of the filing system ensuring safekeeping of confidential materials;
• Extraction of data from various sources;
• Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required;
• Provision of ICT support to events, workshops, trainings, etc.
  
  

Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the RSC technology environment;
• Support to the use of Atlas functionality for improved business results and improved client services;
• Provision of inputs to the RSC administrative business processes mapping and implementation of the internal standard operating procedures (SOPs);
• Provision of inputs to preparation of results-oriented workplans.
  
  

 Ensures facilitation of knowledge building and knowledge sharing in the RSC, focusing on achievement of the following results:

• Participation and assistance in the organization of training for the RSC staff on ICT issues;
• Sound contributions to knowledge networks and communities of practice;
• Active participation on corporate IT social networks.
  

Impact of Results:

The key results have an impact on the overall efficiency of the RSC including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision. Accurate and prompt analysis and solution of the existing IT problems is essential for smooth operations of the entire centre.

Competencies

Functional Competencies:      

Building Strategic Partnerships

• Analyzes general information and selects materials in support of partnership building initiatives.

Promoting Organizational Learning and Knowledge Sharing

• Researches best practices and poses new, more effective ways of doing things.

Job Knowledge/Technical Expertise

• Understands the main processes and methods of work regarding to the position;
• Identifies new and better approaches to work processes and incorporates same in own work;
• Strives to keep job knowledge up-to-date through self-directed study and other means of learning;
• Demonstrates good knowledge of information technology and applies it in work assignments;
  

Promoting Organizational Change and Development

• Demonstrates ability to identify problems and proposes solutions.

Strategic Alignment of Management Practice (HQ & RSCs)

• Gathers information on best practices in the relevant management practice in his/her area of responsibility.

Design and Implementation of Management Systems

• Uses information/databases/other management systems.

Client Orientation

• Reports to internal and external clients in a timely and appropriate fashion;
• Organizes and prioritizes work schedule to meet client needs and deadlines.
  

Promoting Accountability and Results-Based Management

• Gathers and disseminates information on best practice in accountability and results-based management systems.

Core Competencies:

• Demonstrating/safeguarding ethics and integrity;
  
• Demonstrate corporate knowledge and sound judgment;
  
• Self-development, initiative-taking;
• Acting as a team player and facilitating team work;
• Facilitating and encouraging open communication in the team, communicating effectively;
• Creating synergies through self-control;
• Managing conflict;
• Learning and sharing knowledge and encourage the learning of others. Promoting learning and knowledge management/sharing is the responsibility of each staff member;
• Informed and transparent decision making.

Required Skills and Experience

Education:

• Secondary education with relevant certifications in hardware and software management and application, Microsoft Certified Professional (MCP) required;
  
• If certification is not available at the time of recruitment, it should be obtained within 6 months;
• University Degree in Computer Science would be desirable, but it is not a requirement.
  

Experience:

• 5 years of relevant working experience, including IT user support, network administration, maintenance of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

Previous experience with the following is expected: 

• Microsoft Windows Servers;
• Windows based operating systems;
• Apple OS and mobile phone platforms;
• Microsoft Office applications;
• SharePoint services;
• Cisco routers and firewalls;
• Open source applications;
• Other commercial software;
• VoIP applications.
  

Language Requirements:

• Fluency in English and Turkish;
  
• Knowledge of Russian or other language spoken in Europe and the CIS region would be an asset.

Please note that this is both internal and external announcement, however external candidates will be considered only if possible internal candidates are not found suitable for the post.

Qualified women and members of minorities are strongly encouraged to apply. UNDP is a non-smoking work environment.