Service Desk Technician , Multiple positions

UNOPS and the ECA have partnered together to deliver on a project that will put in place the critical business systems and services to enable the Economic Commission for Africa (ECA) to go beyond its current regular operations and effectively deliver on its Business Plan mandate of becoming Africa’s premier think tank. Five specific outcomes are foreseen, which are the results of the implementation plans of four corporate strategies introduced for communications, publications, knowledge management and ICT for Development. When attained, the outcomes will result in a sustainable increase in the visibility and impact of the organization’s work in the areas of policy research and knowledge delivery. This recruitment initiative is carried out by UNOPS in support of ECA’s Public Information and Knowledge Management Division (PIKMD) strategic intent.  It is with this objective that UNOPS advertises these opportunities in partnership with ECA.

Within delegated authority, the Service Desk Technician will be responsible for the following duties: 

• Acts as focal point for receipt and processing of user requests, including logging, escalation and resolution of issues reported to the ICTSS Help Desk either through e-mails or telephone phone calls;
• Helps provide technical support to staff and Senior Management on relevant UN standard hardware and software systems and applications;
• Helps install, configure, test and troubleshoot desktop, printer and end user devices hardware and software, including configuring for Local Area Network connectivity, desktop operating systems, Electronic mail, Lotus Notes, Citrix, Database systems, Internet Web applications, network services like  Domain Name Server (DNS), DHCP, and various security and client applications.
• Helps and participates in the development, deployment and maintenance of application software(s) within Lotus Notes, Microsoft SQL Server, IMIS and Web-based architectures;
• Helps support critical conferences, meeting and town-halls
• Helps prepare technical and user documentation for training purposes and is also involved in conducting basic user training for IT related hardware and applications;
• Helps prepare, update, deploy and document Desktop Standards and images;
• Undertakes routine monitoring of server and network connectivity systems to ensure availability of services;
• Plays a support role in needs assessments for new systems (including modifications to existing systems), performs ongoing reviews with users and developers and responding to requirements. Also involved in generating requests, implementation, and provision of operational support for various applications;
• Helps provide monitoring of personal computers running the UN software delivery system to ensure that software distributions, patches and antivirus updates are being delivered correctly;
• Installs, configures and tests audio, video conference and desktop video conference
• Hardware/Software using available communication and network connectivity systems;
• Assists in meetings’ and Conferences preparation by standardizing and configuring conference hardware and software in various locations throughout headquarters and may be requested to operate the equipment during conferences;
• Be part of the activity concerning research on new technologies as requested, keeping abreast of developments in the field;
• Participates in the testing and evaluating new products and technologies;
• Assists management with scheduling and assignment of tasks to Junior Staff;
• Provides training and guidance to junior staff on the more complex technical issues;
• Coordinates and oversees review meetings for outstanding issues, requests, tickets etc;
• Collaborates with other units on cross cutting projects where participation is required;
• Performs other related duties as required and maybe required to work as service desk support beyond normal office working hours.
• Assists in preparation of MOUs as well as follow-up on billing and receivables for IT services extended to co-located agencies.
• Performs other related duties as required and maybe required to work beyond normal office working hours.

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale. 

• Please note that the closing date is midnight Copenhagen time
• 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.