Title: IT Service Desk Assistant
โRequisition ID: 6270
Grade: G3 (SB-2)
Country: Austria
Duty Station: Vienna
Category: Local Support Personnel
Type of Job Posting: Internal and External
Employment Type: NonStaff-Regular
Contract Duration: 1 year with possibility of extension
Application deadline: 11-Sep-2025
Vacancy Announcement
TEMPORARY APPOINTMENT OF PROJECT PERSONNEL
Only nationals or permanent residents of the country of the duty station are considered eligible.
ORGANIZATIONAL CONTEXT
The United Nations Industrial Development Organization (UNIDO) is the specialized agency of the United Nations that promotes industrial development for poverty reduction, inclusive globalization and environmental sustainability. The mission of UNIDO, as described in the Lima Declaration adopted at the fifteenth session of the UNIDO General Conference in 2013 as well as the Abu Dhabi Declaration adopted at the eighteenth session of UNIDO General Conference in 2019, is to promote and accelerate inclusive and sustainable industrial development (ISID) in Member States. The relevance of ISID as an integrated approach to all three pillars of sustainable development is recognized by the 2030 Agenda for Sustainable Development and the related Sustainable Development Goals (SDGs), which will frame United Nations and country efforts towards sustainable development. UNIDOโs mandate is fully recognized in SDG-9, which calls to โBuild resilient infrastructure, promote inclusive and sustainable industrialization and foster innovationโ. The relevance of ISID, however, applies in greater or lesser extent to all SDGs. Accordingly, the Organizationโs programmatic focus is structured in four strategic priorities: Creating shared prosperity; Advancing economic competitiveness; Safeguarding the environment; and Strengthening knowledge and institutions.
Each of these programmatic fields of activity contains a number of individual programmes, which are implemented in a holistic manner to achieve effective outcomes and impacts through UNIDOโs four enabling functions: (i) technical cooperation; (ii) analytical and research functions and policy advisory services; (iii) normative functions and standards and quality-related activities; and (iv) convening and partnerships for knowledge transfer, networking and industrial cooperation. Such core functions are carried out in Divisions/Offices in its Headquarters, Regional Offices and Hubs and Country Offices.
The Directorate of Corporate Services and Operations (COR), headed by a Managing Director, is responsible and accountable for the management of UNIDOโs human, financial and material resources, ensuring the capacity of the Organization to fulfil its mandate. The Directorate oversees a full range of corporate services to meet the support needs of the Organization, acts as a custodian for corporate management policies, and promotes a culture of cooperation, service orientation and corporate excellence throughout the Organization to deliver efficient and effective high-quality work and enable tangible impact on the ground to achieve ISID worldwide.
The Digitalization, Innovation, and TC Optimization Services (COR/DIT) focuses on enabling the organization through innovative digital solutions and ensuring secure and efficient IT services. It will implement and oversee digital, IT related initiatives aimed at optimizing TC delivery. It provides experimentation and innovation through a laboratory-based service. COR/DIT collaborates closely with all Directorates to enable digitalization, innovation and optimization of processes, thereby supporting greater synergy and integration.
The position is located under COR/DIT.
COR/DIT is responsible for the operationalization and implementation of IT and digitalization strategies and solutions, for setting and enforcing common IT standards and best practices at UNIDO and managing corporate IT services. The Unit, in close cooperation with relevant entities, shall ensure that applications and systems are implemented in an integrated, sustainable and secure manner. The Unit shall also provide added-value for the Organization based on cost-benefit considerations and deliver continuous improvement of the Organizationโs IT operations.
FUNCTIONAL RESPONSIBILITIES
Under the supervision of the Service desk Lead and the overall guidance of the Chief of COR/DIT, the IT Service Desk Assistant will:
Act as point of contact for responding, Assigning, escalating and tracking all incidents and service requests received by the UNIDO IT Service Desk Provide user-account management support for various IT application systems; Participate in various IT projects, including implementation of new hardware, software and application systems; Assist to the development and maintenance of DIG SOPs, Work Instructions as well as work related documents; Assist to the development and maintenance of IT systems user guides, manuals and FAQs; Prepare DIG outreach materials including announcements, flyer articles, newsletters, key messages, and other communication materials; Perform any other related duties as assigned.
MINIMUM ORGANIZATIONAL REQUIREMENTS
Education: Completed higher secondary education (high school diploma or equivalent), is required. Formal administrative/secretarial/clerical training or equivalent, is desirable.
Credit towards total working experience may be considered on a year by-year- basis, up to maximum of four years, for a higher degree education (including first university degree or equivalent diploma and/or masterโs degree), in a relevant field to the post.
Experience, Technical and Functional Expertise:
Minimum of three (3) years of working experience in the area of IT Service desk or IT support is required. Thorough understanding of relevant office procedures and practices, preferably within the UN system or in a multicultural environment is desirable Good organizing skills and ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking; is required Strong customer relations skills with ability to analyze incidents and provide problem resolution support in a timely and efficient manner. is desirable Experience in Microsoft 365 administration or support is highly desirable Good understanding of computer systems, remote systems, mobile devices is required Experience in Account Management in Microsoft Active Directory or Microsoft 365 Admin Centre is preferred Experience in IT assets management and software deployment tools such as PatchMyPC, WDS is desireable Experience in using professional IT service management tool such as TopDesk, JIRA, OTRS, SolarWind, Service Now, etc. is desirable
Languages: Fluency in written and spoken English is