ICT Helpdesk Coordinator

Corporate Support Practice Group

The purpose of the Corporate Support Group is to provide a range of specialized corporate support services to the organization. The core functions of the Corporate Support Group are to:

a. Design and maintain the global ICT Infrastructure of UNOPS
b. Develop corporate applications in support of UNOPS business processes
c. Provide Security oversight and support to UNOPS personnel and offices
d. Provide advice and guidance to practitioners in field offices, articulate policies and enable operationalization and managerial oversight.
e. Provide local ICT Helpdesk support and Administrative services to UNOPS HQ

Background Information – ICT Helpdesk

Based in Copenhagen, Denmark, the UNOPS ICT Services group consists of an ICT Infrastructure team and an ICT Helpdesk team. The ICT Helpdesk Team provides day-to-day ICT support to around 300 colleagues in our HQ, and assists other users in the field through the global Helpdesk mailbox. The team works closely together to ensure that all support requests are addressed in a fast and efficient manner, that the tools and systems for the productivity of colleagues are available, and that relevant issues are escalated to the ICT Infrastructure team when needed. 

Under the guidance and supervision of the Manager, Admin and ICT Services Group, the ICT Helpdesk Coordinator participates in the provisioning of day-to-day ICT support services to colleagues, managing user accounts, troubleshooting technical issues, training users in use of ICT systems, and installing computers and software. In addition to the active participation in ICT Helpdesk tasks, the ICT Helpdesk Coordinator is overall responsible for ensuring that all issues are addressed, that tasks are coordinated within the team, and that service levels and user satisfaction remain high. The ICT Helpdesk Coordinator displays a client-oriented attitude while ensuring consistence with rules and regulations, and consistence in service delivery.

The ICT Helpdesk Coordinator performs the following key functions:

Provides efficient and friendly ICT support to personnel:

• Install and setup new desktops, laptops, mobile phones, and desk phones
• Provide hardware and software troubleshooting support to the clients, seeking technical advice and support from other ICT colleagues when needed.
• Identify, analyze and resolve problems ensuring responsive and service minded approach.  
• Ensure optimal quality services by maintaining ownership of all reported problems until appropriate resolution is reached and communicated to the person reporting the problem.
• Support the Windows OS and Office suite, along with other official software;
• Support mobile users and maintain the remote access platforms available
• Maintain user accounts and groups to ensure appropriate control of access to organizational data
• Provide introduction training to new ICT Focal Points in the field
• Identify systemic issues and escalate to ICT Infrastructure team or Management when appropriate

Maintains inventory of assets, software licenses, and facilitates procurement:

• Ensure up-to-date inventory of ICT assets, incl. software licenses
• Ensure adequate stock levels to meet hardware issuance/replacement needs
• Facilitate procurement of ICT supplies, hardware/software in accordance with policies
• Facilitate receipt and/or discarding of ICT hardware in accordance with policies
• Supervise hardware maintenance provided by vendors

Coordinates day-to-day work of the ICT Helpdesk Team:

• Ensure that all support request are dealt with in a timely and service minded manner, maintaining high user/client satisfaction levels
• Ensure coordination with relevant UNOPS teams/divisions, regarding internal moves, special events etc.; Coordination with UN City ICT for issues relating to the shared UN City infrastructure, and coordination with ICT Infrastructure team for escalated technical issues
• Supervise and coach team colleagues to improve processes, communication and service provisioning
• Identify training needs, conduct workshops and seminars, and produce and update documentation to promote and maintain skills development
• Follow and evaluate emerging technologies, attend relevant courses and seminars, share knowledge and experience with other ICT colleagues.

Supervision/Other

• The ICT Helpdesk Coordinator supervises the day-to-day provisioning of services by the ICT Helpdesk team, and participates in the performance evaluation process of the team members.

• In addition to UN/UNOPS core values/competencies, ability to apply experience and skills to ensure effective delivery of services to clients.
• Ability to work effectively under pressure with frequent interruptions.
• Build strong relationships with clients using inter-personal skills to network effectively.
• Resourceful and diligent with ability to interpret, analyse and resolve problems.
• Communicates clearly and convincingly – demonstrates strong oral and written communications skills
• Adapts communication to the client and situation, showing understanding of sensitive client relationships
• Focuses on impact and results for the client – promotes and lives by an ethic of client service, seeking to produce significant and positive impact
• Strong attention to detail 

• Secondary education required.
• Higher degree will be considered an advantage.

• At least 7 years of experience in Helpdesk support is required;
• Experience with Active Directory, Windows 7, and Office 2010 (or newer) required;
• Microsoft Certified System Administrator (MCSA) or Microsoft Certified Technology Specialist (MCTS) is highly desirable.

• Fluency in English is essential; 
• Fluency in French, Arabic or Spanish would be an asset.

• Please note that the closing date is midnight Copenhagen time (CET)
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.