Background

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

The Common Services Unit provides an operational support service to the UN agencies residing in the UN CITY premises in Copenhagen as well as the UNDP Liaison offices in Oslo, Stockholm and Helsinki.

The ICT Support Assistant works in close collaboration with the other members of the ICT team, colleagues in the Common Services Unit, colleagues from ‘client’ UN agencies and UNDP/UNOPS/UN-City ICT managers for resolving complex ICT-related issues.

Duties and Responsibilities

Summary of key functions:

• Standard support of ICT systems;
• Provision of administrative support;
• Support to network administration;
• Facilitation of knowledge building and knowledge sharing.

Provides first level support of ICT standard systems, focusing on the following results:

Compliance with corporate ICT standards, guidelines and procedures for CS technology environment. This includes the following:

• Physical installation, replacement and troubleshooting of user equipment;
• Installation and troubleshooting of CS ICT approved software;
• Ensuring user connectivity and access to internal network and resources. This includes troubleshooting of VPN, RDP and physical connectivity to LAN/WLAN;
• Liaise with support vendors for hardware replacement and restoration of user data

Provides administrative support, focusing on the following results:

• Maintenance of an up-to-date inventory of ICT approved software and hardware. This includes license maintenance and hardware location;
• Maintenance of IT articles and user documentation;
• Provision of user, email and telephony extension creation;
• Provision of training to staff members;
• Provision of meeting room tasks.
  

This includes the following:

• Facilitate and support connectivity for telephone / video conferences;
• Ensuring working equipment in Common Services meeting rooms;
• Providing standard user support to users/guests in meeting rooms.

Supports networks administration, focusing on  the following results:

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

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

• Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;
• Participation in the organization of training for the UN CITY staff on ICT issues;
• Synthesis of lessons learned and best practices in ICT;
• Sound contributions to knowledge networks and communities of practice.

Impact of Results 

The key results have an impact on the overall efficiency of the Common Services Unit including improved business results and client services provided to other UN Agencies. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.

Competencies

Corporate Competencies:

• Demonstrates commitment to UNDP’s mission, vision and values;
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.

Functional Competencies:

Knowledge Management and Learning

• Shares knowledge and experience and provides helpful advice to others in the office;
• Ability to develop systems for structuring, codifying and providing access to information and knowledge.

Development and Operational Effectiveness:

• Ability to provide IT support services including IT hardware/ infrastructure support, ERP support and other IT applications support;
• Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, knowledge of Microsoft Windows network administration, ERP;
• Ability to provide input to business processes re-engineering, elaboration and implementation of new systems;
• Ability to provide IT support services including IT hardware/ infrastructure support, ERP support and other IT applications support.

Leadership and Self-Management:

• Focuses on result for the client and responds positively to feedback;
• Consistently approaches work with energy and a positive, constructive attitude;
• Demonstrates openness to change and ability to manage complexity.

Building Strategic Partnerships:

• Analyzes general information and selects materials in support of partnership building initiatives;
• 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, procedures 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;
• Gathers information on best practices in the relevant management practice in his/her area of responsibility.                                                                                                                                              

Promoting Organizational Change and Development:

• Demonstrates ability to identify problems and proposes solutions on best practices in organizational change.

Client Orientation:

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

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

• Relevant Secondary education;
  
• Microsoft Certified System Engineer (MCSE) a distinct advantage;
• Cisco Certified Network Administrator (CCNA) a distinct advantage.

• 5 years of relevant working experience including customer support, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications;
• Technical skills in LAN/WAN technology preferred;
• Proven experience in maintenance of complex IT systems;
• Strong background in Microsoft Windows enterprise servers, specifically Active Directory management.

• Fluency in English required.
• Knowledge of other UN language would be an asset;
• Proficiency in Danish is desirable.

• All applicants are requested to upload a duly completed and signed copy of the Personal History Form (P11 for UNDP) which serves as the equivalent of the CV.

Only candidates holding valid permit to work in Denmark for the duration of the contract would be considered.

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.