INFORMATION SYSTEMS ASSISTANT

Org. Setting and ReportingThe post is located in the Client Support Unit of the Field Technology Section (FTS) in MINURSO. Under the general guidance of the Chief IT and direct supervision of the Client Service Unit Supervisor the incumbent will perform the following duties: Responsibilities1. Desktop Administration and Configuration: Monitor the health of personal computers running UN software; Perform software distribution updates and support of different application suites and software applications; Perform desktop troubleshooting; Provide technical advice to clients; Provide guidance and training to staff; Prepare, maintain and update files and internal databases; Draft documentation and reports. 2. Service Installation and Support: Receive and log service requests; Resolve problem and incident management requests; Schedule service requests including equipment replacement/installation, software installation, Local Area Network connection, return to stock, site surveys; Diagnose and resolve any hardware, software or connectivity problem; Provide basic training to end users; Log all action including site survey, steps taken to resolve problem or to complete task and problem encountered, current status; Escalate tasks to the appropriate parties; Detect problem patterns and recommend solutions. 3. Service Coordination: Receive and log service requests; Create and assign work orders in accordance with the established procedures; Monitor progress; Liaise with other FTS teams to facilitate completion of service requests; Provide advice to clients regarding FTS standards and workflow processes; Address escalated problems and monitor resolution. 4. Manage the Customer Relationship Management (iNeed) System: Use iNeed to register and address all FTS requests; Provide assistance in data preparation and administration of iNeed as and when required; Assist in training FTS contractors and FTS teams in the usage and utility of iNeed; Update and maintain a knowledge base with tested, proven and practiced IT solutions based on best practices. 5. Incident Management: Assist with regular meetings to discuss pending & recurring incidents; Assign Incidents to the appropriate Agents and ensure incidents are addressed within established benchmarks and in accordance with the Information Technology Infrastructure Library (ITIL) best practices. 6. Problem Management: Assist on regular meetings with problem managers; Escalate problems based on established criteria and Standard Operating Procedures; Ensure problems are addressed within established benchmarks in accordance with ITIL best practices; Follow-up on issues and record solutions in the knowledge base for future reference and usage; Act as a focal person for all problems past benchmark and generate regular reports on actions being taken or solutions identified. 7. Data analytics: Assists with the collection and analysis of data as well as the preparation of dashboards, data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making; Assists with visualizations and updating information material such as web pages or brochures. 8. Perform other related duties as may be assigned. CompetenciesPROFESSIONALISM: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. The ability to perform analysis, modeling and interpretation of data in support of decision-making. Shows pride in work and in achievements. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges. Remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. COMMUNICATION: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify and exhibits interest in having two-way communication. Demonstrates openness in sharing information and keeping people informed. CLIENT ORIENTATION: Considers all those to whom services are provided to be \"clients\" and seeks to see things from clients' point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients' needs and matches them to appropriate solutions. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to the client. TECHNOLOGICAL AWARENESS: Keeps abreast of available technology. Understands applicability and limitation of technology to the work of the office. Actively seeks to apply technology to appropriate tasks. Shows willingness to learn new technology. EducationCompletion of high school diploma or equivalent is required. Job - Specific QualificationITIL Foundation and Service Operation certifications are desirable. Supplemental training in Computer Science, System Administration, Service Operations, System Analysis, Software Development, or another related IT field is desirable. Work ExperienceA minimum of five (5) years of relevant and progressively responsible experience in information system analysis, database installation and management and website development, systems administration and maintenance, software applications, hardware installation, and related work is required. The minimum years of relevant experience is reduced by two (2) years for candidates who possess a first-level University degree. A minimum of three (3) years' experience in service desk support and in the use of any Client Relationship Management system (e.g. i-Need or ServiceNow) is desirable. Work experience in the operation and support of Microsoft 365 across a large multi-user environment is desirable. Knowledge of and practical experience of the Google Suite applications management and support is desirable. Knowledge of and experience in the application of AI within ICT service desk operations is desirable. One (1) year or more of experience in data analytics or related area is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of another official United Nations language is desirable. AssessmentEvaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview. Special NoticeThis position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment. The United Nations Secretariat is committed to achieving 50/50 gender balance and geographical diversity in its staff. Female candidates are strongly encouraged to apply for this position. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. United Nations ConsiderationsAccording to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date. No FeeTHE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.