ICT Helpdesk Intern

ICT Helpdesk or Global Helpdesk

The HQ ICT Helpdesk, also known as the Global Helpdesk, supports all HQ based employees as well as numerous remote staff in various locations globally. In addition, it supports ICT focal points globally with a number of services including advisory services, problem escalations, project rollouts, global ICT initiatives as well as running the global ICT community where the nearly 100 ICT focal points can interact together and share information. Our aim is to keep user downtime at the lowest possible at all times on a global scale.

Under the direct supervision of the ICT Helpdesk Coordinator, the intern role is to support the activities aimed at increasing ICT Helpdesk capacity. 

Duties and Responsibilities 

• Support with ICT client services and administration.

• Ensures efficient and effective ICT client services, management and administration, focusing on  achieving the following results:

a) Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in ICT services.

b) Collaborate in Guaranteeing the security of information at all times, including confidentiality and availability

Availability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity.

Confidentiality: Ensure confidentiality, integrity and availability of UNOPS ICT systems and UNOPS information assets.|

Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available.

c) Provide implementation support for ICT projects from HQ and basic ICT support for HQ supervised staff. 

Collaborate in the training of users in the use of ICT tools and promote effective adoption.

Implementation: Collaborate in the correct implementation and subsequent evaluation of the ICT projects promoted from HQ.

Support to projects: Provide basic support / advice / research, including implementation activities in various ICT initiatives/projects.

User training: Provide courses and documentation that ensure the empowerment of users to use ICT tools in the most appropriate and efficient way.
     

d) Participation in training courses

• The incumbent will have access to the UNOPS Learning Zone and can access training in various Programme Management, Gender Mainstreaming, Coaching, and mandatory training as per UNOPS policy.

1. Academic qualifications 

• The applicant should have completed a Minimum First level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three (3) years prior to the start date of the intern assignment.
  
  

• Area of study should preferably relate to computer sciences, communications, or customer service.
  
  

• Prior troubleshooting and customer service experience is highly desirable.

2. Language Skills

• Excellent command of written and spoken English is required.

• Any other UN language would be an asset.

3. Computer Literacy

• Proficiency in Google Workspace and Microsoft Office is essential. Experience with AD user management is desirable. Strong problem solving skills and willingness to learn about new technologies.

4. Internship-related experiences

• While no prior work experience is required, some experience in customer service, IT problem solving, project management, administration or related fields would be an asset.