Assistant ICT at UNAIDS

Main tasks and Responsibilities of the Position:

• Under the supervision of ICT Service Desk Officer, the ICT Assistant, has the following key responsibilities:

Service Desk First Level Support

• Provide technical assistance to incidents reported through the Global Service Desk IT management system according to Service Level Agreement (SLA).
• Timely escalate incidents to the second level, and service providers to ensure they are resolved within the SLA.
• Provide technical and operational support to users for calls coming in via the Global Service Desk hotline, e-mail, or tickets via the self-service tool on the catalog.
• Provide support to the Manager, IT Operations to identify areas which need coaching and training with the aim to reduce helpdesk calls and enhance user self- reliance.
• Ensure timely configuration and deployment of desktop/laptop equipment to staff, both in headquarters and in regional/country offices, providing first level support and escalating to proximity support and external vendors where applicable
• Perform all other related duties or assignments as assigned by the GSD Co-Ordinator and participate in on-call rotation.

Event and meeting support

• Provide technical support for online/hybrid events.

ICT learning Support

• Assist in delivering and organizing, group learning sessions, hands-on sessions, demo sessions, and customization of learning activities to suit individual, workgroup and organizational learning needs.
• Provide support to the delivery and evaluation of a comprehensive and innovative, ongoing IT training programme for UNAIDS staff in Geneva, the RSTs, and country offices.
• Contribute to a positive attitude among staff toward technology utilization.
• Assists in identifying and populating knowledge base articles for UNAIDS staffs
• Assist in the implementation and running of ServiceNow.

REQUIRED QUALIFICATIONS
Education:
Essential:

• Completion of secondary school education, or relevant technical or vocational training in computer science or related field, including training in Microsoft O365 systems.

Experience:
Essential:

• Minimum of five years' experience in similar positions with experience in IT enduser support and user training. In addition, experience with supporting Microsoft operating systems, O365 applications and cloud systems.