UN WOMEN: ICT ASSOCIATE (USER SUPPORT AND USER ACCOUNT ADMINISTRATION)

The UN Women, grounded in the vision of equality enshrined in the Charter of the United Nations, works for the elimination of discrimination against women and girls; the empowerment of women; and the achievement of equality between women and men as partners and beneficiaries of development, human rights, humanitarian action and peace and security. Placing women’s rights at the centre of all its efforts, the UN Women will lead and coordinate United Nations system efforts to ensure that commitments on gender equality and gender mainstreaming translate into action throughout the world. It will provide strong and coherent leadership in support of Member States’ priorities and efforts, building effective partnerships with civil society and other relevant actors. The Division of Management and Administration is responsible for the planning, allocation and management of financial, human and administrative resources including information systems and telecommunications, the effective and efficient delivery of essential operations services in UN Women, continuous development and improvement in operations, policies, and methods to align with UN Women and stakeholders’ evolving business needs and advisory support to the Executive Director in the formulation and implementation of the UN Women overall mission, strategy and plans of actions. The Information Systems and Telecommunication Office located in the Division of Management and Administration, is responsible for the strategic planning and development of information and telecommunication systems and services, IST solutions, sourcing of information systems and equipment to support business needs and for the maintenance, availability, reliability and quality of performance of information and telecommunications systems and services globally in all UN Women offices. The IST will work closely and collaboratively with UNDP, its principal ICT partner to achieve synergy, avoid duplication and to take advantage of potentials for partnerships in information and telecommunications systems and services development and implementation.

Duties and Responsibilities

Under the overall guidance of Chief IST Office and direct supervision of the IST Specialist Infrastructure Unit, the IST Associate is responsible for daily technical support for users of information management tools and technology infrastructure including desktop, laptop and Operating Systems. The ICT Associate promotes a client-oriented approach, ensures availability of the technology environment and is also responsible for the review and advice on the use of technologies that will enhance user productivity. This encompasses end user support, training, implementation, and effective change management. The ICT Associate is responsible for user account administration, including directory maintenance, user account creation, email list management and software license administration. The incumbent is required to follow UN Women and UNDP standards for desktop, network and security. The responsibilities includes the following: 1. Ensures effective functioning of the hardware and software packages, focusing on the achievement of the following results: Installation and configuration of personal computers hardware and software systems, including corporate standard desktop applications such as Microsoft Office suite of applications Providing technical support in problem isolation and resolution for problems related to both desktop and network systems, including virus related problems Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs. Assistance in the installation of commercial and in-house developed software and related upgrades Assistance in upgrading patch and anti-virus programs on a timely basis for the entire UN Women (HQ and SROs). Coordination with vendors/service technicians in repairs and replacements of desktop and printers Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention. 2. Ensures effective management and administration of user accounts, focusing on the achievement of the following results: Provision, de-provision and maintain user accounts Directory maintenance in Active Directory and LDAP Verification of information provided by requesting units Review service account usage and decommission unused accounts Review user accounts with unit managers to identify and decommission expired accounts Maintain groups and email lists 3. Ensures effective management and administration of software licenses: Maintain inventory of software licenses Coordinate license needs for UN Women field offices 4. Assist in monitoring Service Desk performance: Monitor ticketing system, assigning tickets, following up on open tickets and tickets requiring escalation. Produce statistical reports on tickets 5. Supports implementation of ICT management systems and strategies: Ensure compliance with corporate information management and technology standards, guidelines and procedures for the UN Women technology environment. Provide inputs to preparation of results-oriented work plans. Act as backup for other members of IST team as necessary during periods of increased workload or unavailability of team members. Performs other duties as assigned 6. Ensures facilitation of knowledge building and knowledge sharing in UN Women, focusing on achievement of the following results: Participation and assistance in the organization of training for the UN Women staff on ICT issues. Sound contributions to knowledge networks, communities of practice and Intranet Sharing of knowledge with other IST staff Impact of results: The key results have an impact on the overall efficiency UN Women Operations, including improved business results and client services. Forward-looking ICT support and management has an impact on the office management, knowledge sharing, and information provision.

Competencies

CORE VALUES / GUIDING PRINCIPLES: Integrity: Demonstrating consistency in upholding and promoting the values of UN Women in actions and decisions, in line with the UN Code of Conduct. Cultural Sensitivity/Valuing diversity: Demonstrating an appreciation of the multicultural nature of the organization and the diversity of its staff. Demonstrating an international outlook, appreciating differences in values and learning from cultural diversity. CORE COMPETENCIES: Ethics and Values: Demonstrating / Safeguarding Ethics and Integrity Organizational Awareness: Demonstrate corporate knowledge and sound judgment Developing and Empowering People / Coaching and Mentoring: Self-development, initiative-taking Working in Teams: Acting as a team player and facilitating team work Communicating Information and Ideas: Facilitating and encouraging open communication in the team, communicating effectively Self-management and Emotional intelligence: Creating synergies through self-control Conflict Management / Negotiating and Resolving Disagreements: Managing conflict Knowledge Sharing / Continuous Learning: Learning and sharing knowledge and encourage the learning of others Appropriate and Transparent Decision Making: Informed and transparent decision making Functional competencies Ability to provide excellent customer oriented IT support services through a Help Desk or User Support Unit as well as desk-side IT support. Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and virus protection systems. Proficiency in telecommunications hardware and software, and IP routing. Ability to perform a variety of standard specialized and non-specialized tasks and work processes that are fully documented, researched, recorded and reported. Ability to review a variety of data, identify and adjust discrepancies, identify and resolve operational problems. Ability to perform work of confidential nature and handle a large volume of work. Ability to maintain service oriented approach even under pressure when critical systems are not working. Ability to provide input to business processes re-engineering, elaboration and implementation of new systems.

Required Skills and Experience

Education: Secondary education with relevant certifications in hardware and software management and application, University Degree in Computer Science is desirable. Certification in COMPTIA A+, MCTS (Windows 7) or MCP is required; MCSE and CCNA certification are added advantages. Experience: Over 6 years of working experience in IT support services through a Help Desk or User Support Unit as well as desk-side IT support, including management of hardware and software platforms, telecommunications facilities, application of Windows-based packages/applications and basic IT support services. Technical Expertise: Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, ERP; Excellent experience and knowledge in Microsoft Windows XP, Vista and 7 as well as Microsoft Office 2010; Hands on experience in problem identification and resolution of industry standard hardware platform; Knowledge of web design and Enterprise Resource Planning Software, SharePoint services and MOSS; Practical experience with Microsoft Active Directory and LDAP; Good knowledge of licensing of Microsoft products; Excellent PC hardware troubleshooting skills. Knowledge and practical experience with Audio Visual equipment, video conferencing and telecommunication. Language Requirements: Fluency in English is required. Knowledge of another UN working language is an asset. Note: In July 2010, the United Nations General Assembly created UN Women, the United Nations Entity for Gender Equality and the Empowerment of Women. The creation of UN Women came about as part of the UN reform agenda, bringing together resources and mandates for greater impact. It merges and builds on the important work of four previously distinct parts of the UN system (DAW, OSAGI, INSTRAW and UNIFEM), which focused exclusively on gender equality and women's empowerment. All applications must include (as an attachment) the completed UN Women Personal History form (P-11) which can be downloaded from http://www.unwomen.org/about-us/employment Kindly note that the system will only allow one attachment. Applications without the completed UN Women P-11 form will be treated as incomplete and will not be considered for further assessment.

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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.