ICT Assistant

Mission and objectives

The UNDP Tunisia Country Office (CO) leads UNDP’s support to Tunisia in the achievement of its national human and sustainable development objectives in alignment with its national Agenda 2030 and the Paris Climate Agreement commitments. UNDP Tunisia works on areas such as 1) inclusive growth and human development; 2) climate action, environment, energy and disaster risk reduction; and 3) support to inclusive political processes, responsive institutions, rule of law, social cohesion, electoral support and empowerment of women and youth. The UNDP Resident Representative (RR) leads and oversees the work of the Country Office, including a total of 140 staff and personnel and a delivery of around $11 million in programmatic support to Tunisia in 2020. The RR also leads UNDP Tunisia’s efforts in cultivating, building, and nurturing strategic relationships and alliances which are essential for advancing and successfully achieving the mission of UNDP. These relationships encompass a wide range and number of key constituencies and development partners, that includes the Government of Tunisia, existing and emerging donor countries, multilateral institutions such as the IFIs, the European Union, civil society, the private sector, foundations, academia and think tanks, the wider UN system, as well as global, regional and national media. As a trusted and impartial partner working at the intersection of social, economic and environmental agendas in Tunisia, UNDP plays a central role in supporting Tunisia’s progress towards achieving the Sustainable Development Goals and has supported the Government to develop and revise its Nationally Determined Contributions (NDCs) for climate action.

Context

The UNDP’s Digital Strategy allows us to better harness technology and innovation to deliver more and better results in the countries and communities in which we work. In this context it is very important to provide quality ICT services.

Under the guidance and direct supervision of the ICT Associate, direct supervisor, the ICT Assistant provides services on ICT related issues and network maintenance. The main responsibility of the ICT Assistant is to ensure users’ helpdesk support by providing Tier 1 IT support level, and to improve IT infrastructure, which shall include but not be limited to: Network, Hardware, Telecommunication, IT Training and IT Capacity Development activities. ICT Assistant must diagnose computer hardware, network systems, telecommunications systems and internet connexion accurately and efficiently. The incumbent promotes a client-oriented approach and provide all necessary support to ensure smooth operation in every workplace.

Task description

The ICT Assistant works in close collaboration with Programme and Operations teams for resolving ICT-related issues.

1. Provides ICT Helpdesk services to ensure efficient and timely support to users, focusing on achievement of the following results:

• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction;
• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response;
• Help UNDP CO users in usage of corporate cloud services;
• Assist the users for the setup meetings (Zoom, MS Teams, WebEx, etc.);
• Respond to UNDP CO users’ needs and questions related to software troubleshooting, hardware issues and network access;
• Assist users of undp.org email accounts, including the password resetting procedure;
• Provide recommendations for the improvement of ICT Helpdesk services;

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

• Provide support for Intune enrollment process
• Manage the end user devices environment to ensure that it is maintained to high standards of performance and security;
• Installs and configures computer hardware, operating systems and application software;
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs;
• Maintain/provide staff with appropriate printing facilities and administer printing accounting information;

3. Assist in the efficient networks and systems administration, focusing on achievement of the following results:

• Monitor and report network, hardware/software faults;
• Oversees installation of hardware components;
• Actively assist the ICT Associate in creation and maintenance of plans for future infrastructure and services;
• Updates network diagrams and supports the implementation of ICT disaster recovery and business continuity mechanisms;

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

• Maintenance of an up-to-date inventory of hardware;
• Provide inputs to ICT Associate in the maintenance of the inventory and stock of supplies and spare parts;
• Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required;
• Act as focal point of technical, technical logistics and training support for the conference events, which take place in the UNDP Tunisia conference facilities;
• Provide IT support to the UNDP Tunisia projects and UN Agencies in accordance with agreements/memorandums of understanding between UNDP and projects and Agencies;
• Assist ICT Associate in providing inputs for financial aspects of the ICT Unit: procurement, budgeting and budget review;
• Assist in the ICT related procurements processes;
• Participate in hardware evaluation processes;
• Provide support to Green Office Team;

5. Contributes to knowledge building and knowledge sharing, focusing on achievement of the following results:

• Participate in the organization and provide training for UNDP staff on ICT issues;
• Contribute to identification, documenting and drafting of best practices and lessons learned to be shared in knowledge networks and communities of practice.

6. Other related duties that may be assigned

Furthermore, UN Volunteers are encouraged to integrate the UN Volunteers programme mandate within their assignment and promote voluntary action through engagement with communities in the course of their work. As such, UN Volunteers should dedicate a part of their working time to some of the following suggested activities:

• Strengthen their knowledge and understanding of the concept of volunteerism by reading relevant UNV and external publications and take active part in UNV activities (for instance in events that mark International Volunteer Day);
• Be acquainted with and build on traditional and/or local forms of volunteerism in the host country;
• Provide annual and end of assignment self-reports on UN Volunteer actions, results and opportunities.
• Contribute articles/write-ups on field experiences and submit them for UNV publications/websites, newsletters, press releases, etc.;
• Assist with the UNV Buddy Programme for newly-arrived UN Volunteers;
• Promote or advise local groups in the use of online volunteering or encourage relevant local individuals and organizations to use the UNV Online Volunteering service whenever technically possible.

Results/expected outputs:

• Ensure users’ helpdesk support by providing Tier 1 IT support level, and improve IT infrastructure, which shall include but not be limited to: Network, Hardware, Telecommunication, IT Training and IT Capacity Development activities.
• Manage the end user devices environment to ensure that it is maintained to high standards of performance and security;
• Act as focal point of technical, technical logistics and training support for the conference events, which take place in the UNDP Tunisia conference facilities;
• Assist the ICT Associate for the implementation of the UNDP Global ICT projects (UNall, MS Intune, Quantum, Fleet Management etc.);
• Assist ICT Associate in providing inputs for financial aspects of the ICT Unit: procurement, budgeting and budget review;