ICT Assistant

• Country: Istanbul, Turkey
• No of vacancies: N/A
  
• Salary: N/A 
• Organization: UNDP
• Gender: Both
• Deadline: 2024-02-02

Under the guidance and direct supervision of the ICT Specialist, the ICT Assistant provides ICT and administrative support services to the ICT unit and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.

The ICT Assistant works in close collaboration with Programme, Operations and projects teams in the IRH and UNDP Agencies’ staff to resolve ICT- related issues.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams to enhance and enable horizontal collaboration.

• Continuously assisting users with IT issues
• Maintaining computers, servers, printers and other devices in good working status
• Monitoring full compliance of IT systems and procedures with UN/UNDP rules and regulations on IT operations
• Regular updates of user hardware and software

2. Support effective functioning of the IRH hardware and software packages, focusing on the achievement of the following results:

• Assisting in the effective functioning (installation, operation and maintenance) of all UNDP IT systems.
• Monitoring the use of ICT resources and ensuring they are used in line with UNDP policies.
• Assisting in the procurement of IT equipment, software and services.
• Supporting the development of internal automation tools for efficient IT systems management.
• Providing technical support and making minor repairs of hardware and software components of ICT infrastructure and user equipment.
• Providing technical support during videoconferences and events.
• Assisting with the software updates at user computers and servers, firmware updates.
• Assisting in the installation and maintenance of office ICT infrastructure components in local and remote offices, projects and partner agencies.

3.  Supports networks administration, focusing on achievement of the following results:

• Continuous monitoring of the network resources to ensure a stable and responsive network environment.
• Troubleshooting and monitoring of network problems.
• Monitoring that ICT resources are protected from unauthorized access.
• Monitoring that the UNDP user equipment and network resources are protected from malicious software and viruses.
• Responding to user requests regarding network access and ICT resources.
• Performing data backup and restore for users and servers, keeping backup logs, protecting data backups in off-site storage.
• Monitoring ICT infrastructure robustness and redundancy for Business Continuity.
• Participation in development and implementation of Disaster Recover Planning (DRP)
• Providing networks administration support to remote offices and partner UN agencies as required.

4. Provides administrative support, focusing on achievement of the following results:

• Maintenance of an up-to-date inventory of software and hardware assets
• Maintenance and update of ICT documentation
• Technical review of quotations and bids
• Assisting the hiring process of ICT related staff or consultants
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit
• Assisting the research and retrieval of data from internal and external sources; preparation of statistical data, tables and reports as required
• Provision of ICT support to events, workshops, trainings, etc.

5. Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the IRH technology environment
• Support to the use of ERP systems functionality for improved business results and improved client services
• Provision of inputs to the IRH administrative business processes mapping and implementation of the internal standard operating procedures (SOPs)
• Finding, suggesting, and implementing solutions for different work-related problems
• Finding, suggesting and implementing solutions to increase work efficiency of IT team as well as other units/teams.
• Provision of inputs to preparation of results-oriented workplans.

6. Ensures facilitation of knowledge building and knowledge sharing in the RSC, focusing on achievement of the following results:

• Participation and assistance in the organization of training for the IRH staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice
• Active participation on corporate IT social networks

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical Competencies: 

IT Customer Support: Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable

Network, Communication and Infrastructure Management: Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable

IT Service Delivery & Operations: Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system

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