United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Recruitment for this position is done on a local basis.
Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Service category in the United Nations Secretariat.
Having passed the Administrative Assessment Support Test (ASAT) in English at Headquarters, ECA, ESCWA, UNOG, UNOV, ICTR, or ICTY may be recognized in place of the GGST, pending confirmation of validity.
Organizational Setting and Reporting
The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the representative office of the Secretary-General. UNON supports programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme (UN- HABITAT) globally, as well as other UN offices in Kenya, by providing administrative, conference and information services (www.unon.org). The post is located in the Client & Conference Support Section (CCSS) of the Information and Communications Technology Service (ICTS) in UNON. Under the general guidance of the Chief, UNON/ICTS/CCSS and direct supervision of the Chief UNON/ICTS/CCSS/CSU, the incumbent is responsible for the following: Responsibilities
1. Desktop Administration
Provide full range of technical assistance in the area of the desktop administration and support;
Provide technical advice to clients when necessary; Provide assistance and guidance to clients in Standard PC application software;
Troubleshoot application software installation and configurations, electronic mail, internet and network access problems;
Provide support for deployed computer application systems; Install computer application systems software and hardware according to specifications;
Coordinate with other organizational units on issues that affect desktop administration and configuration;
Perform 2nd level desktop troubleshooting in conjunction with Engineers.
2. Helpdesk Operations and Service Coordination: - Receive and log calls from the clients in the Helpdesk database;
Perform 1st level support and implement solutions for simple problems and escalate problems;
Liaise with other areas of ICTS to facilitate completion of service requests within set bench marks;
Keep all the other Helpdesk staff informed of any perceived trends in calls being received;
Maintain a professional Helpdesk image at all times;
Register equipment on DHCP according to laid down procedures;
Ensure peak performance of LAN and WAN by using the monitoring tools and notifying systems to the network Administrator when abnormalities are detected;
Act as a problem escalation point for the contractors;
Provide training to end-users on the use of standard systems and applications.