Job Identification : 10210

Locations : Almaty, Kazakhstan

Posting Date : 04/26/2023, 04:45 AM

Apply Before : 05/11/2023, 03:59 AM

Job Schedule : Full time

Agency : UNDP

Grade : NB1

Vacancy Type : National Personnel Service Agreement

Practice Area : Management

Contract Duration : 1 Year with Possibility for extension

Education & Work Experience : Bachelor’s Degree – 2 year(s) experience OR High School certificate- 5 year(s) experience

Required Languages : Fluency in English, Russian and/or Kazakh

Vacancy Timeline

2 Weeks

Job Description

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

With the aim to support the UN system in the country the Government of Kazakhstan provided the UN agencies, located in Almaty, with a 9 storey-building in 2019. According to the terms of the Memorandum Concerning Occupancy and Use of Common Premises by United Nations Agencies, Programmes, Funds and Offices (Memorandum) the UNDP country office was selected as an administrative agency responsible for day-to-day management over the provided premises (UN Buidling in Almaty/Common Premises). For these purposes UNDP established a Common Premises Team (CPT) headed by the Common Premises Manager. The CPT is responsible for building maintenance and provision of common premises related administrative support services to UN Agencies residing in the UN Building in Almaty. The CPT reports to Operations Manager of UNDP Kazakhstan and is supervised by the Common Premises Manager.

The incumbent will apply professional judgement and expertise in performance of ICT services in the UN Building, in particular, effective functioning of hardware and software packages and stable and responsive network environment with the key focus on Conference equipment and helpdesk services to UN Agencies’ staff in UN Almaty building both online and offline. Besides, ICT Help-Desk Assistant works in close collaboration with ICT staff of the UNDP country office as well as other UN agencies residing in the UN Building in Almaty and ensures compliance of the ICT systems in the Almaty Common Premises with the UNDP rules and regulations. The ICT Conference and Help-Desk Assistant promotes a client-oriented approach in his/her daily work.

Duties and Responsibilities

Summary of key functions:

•  Helpdesk support to UN Agencies;
•  Technical conference and event support
•  Procurement of ICT equipment, software, tools and supplies
•  Asset management and Inventory
•  Compliance and implementation of ICT standards, policies and green technologies

Duties of responsibilities

Ensures qualified and timely helpdesk support to UN agencies, focusing on achievement of the following results: Provides ICT support to the tenants of UN CP on ad-hoc basis and cost recovery basis to agencies located outside of the UN House;

•  Provides support in installation of the computer, printing, copying equipment;
•  Installation of the computer software;
•  Performs routine hardware and software maintenance and upgrade on all conference systems, equipment, etc;

Ensures qualified and timely technical support for conferences and events, focusing on achievement of the following results: Provides Audio-Visual Conference Management support to UN Common Premises in Almaty and in field sites as needed;

•  Trains staff on use of video conferencing equipment and processes, providing onsite support of meetings with advanced technical needs;
•  Provides technical assistance in hybrid conferences and meetings, that includes both (MS Teams, Zoom and offline modality);
•  Ensures the readiness s conference room for upcoming conferences and meetings, checking audio, video, interpreter settings of the systems.

Assists with procurement of ICT equipment, software, tools and supplies, focusing on achievement of the following results:

•  Provides support in procuring the ICT equipment;
•  Conducts market research required for procurement of the ICT equipment and software;
•  Communicates with vendors requesting commercial offers, invoices and documents;

Maintains accurate and timely asset management and inventory, focusing on achievement of the following results:

•  Manages assets in asset management system;
•  Enters new assets and writes off old assets in the asset management system according to the rules;
•  Keeps track of inventory tags and updates them as needed;
•  Conducts regular and unannounced inventory of assets;

Assists in the compliance and implementation of ICT standards, policies and green technologies, focusing on achievement of the following results:

•  Assists in implementing and promotion of the Green ICT Technologies;
•  Assists in implementing and promotion of the UN corporate information management and technology standards, following the guidelines and procedures for the technology environment;
•  Contributes to business processes mapping and development of internal standard operating procedures (SOPs);
•  Contributes to preparation of the results-oriented annual work plan for the ICT unit;
•  Other duties as assigned.

Institutional Arrangement. ICT Help-Desk Assistant performs the assigned functional duties under the guidance and daily supervision of the Common Premises Manager and ICT Analyst.

Competencies

Core competencies 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 Information Management & Technology. IT Customer Support: Ability to support 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.

Business Management. Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed. Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns. Operations Management: Ability to effectively plan, organize, and oversee the Organization’s business processes in order to convert its assets into the best results in the most efficient manner. Knowledge of relevant concepts and mechanisms.

Required Skills and Experience

Education:

•  Secondary education or specialized certification in information technologies or technical science. Bachelor´s degree in information technologies or related field will be given due consideration, but is not a requirement.

Experience:

•  Minimum 5 years (with secondary education) or 2 years (for Bachelor’s degree holders) of professional experience in setting up, technical support and administration of Windows 7-11, Office 2013-365, office printing equipment (printers, MFPs).

Desired skills:

•  Experience in administering Windows Server 2012/2016 servers is an asset;
•  Experience in configuring network equipment (Cisco, D-Link) is an asset;
•  Experience in organization and support of Zoom/Teams based conferences is an asset;
•  Experience in web-development is an asset;
•  UN experience is an asset.

Disclaimer

Important information for US Permanent Residents (‘Green Card’ holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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