Closing date: Wednesday, 14 January 2015
Posting Title: INFORMATION TECHNOLOGY ASSISTANT, G5
Job Code Title: INFORMATION TECHNOLOGY ASSISTANT
Department/ Office
United Nations Office at Nairobi
Duty Station
NAIROBI
Posting Period
9 January 2015-8 February 2015
Job Opening number
15-IST-UNON-37769-R-NAIROBI (X)
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Special Notice
This position is funded for an initial period of one year and may be subject to extension.
Appointment against this post is on a local basis. External candidates will be considered only when no suitable internal candidate from the duty station is identified. The candidate is responsible for any travel expenses incurred in order to take-up the appointment. Staff members are subject to the authority of and assignment by the Secretary-General. All staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. 1. All applicants are strongly encouraged to apply on-line as soon as possible after the job opening has been posted and well before the deadline stated in the job opening. On-line applications will be acknowledged where an email address has been provided. 2. If you do not receive an e-mail acknowledgement within 24 hours of submission, your application may not have been received. In such cases, please resubmit the application, if necessary. If the problem persists, please seek technical assistance through the Inspira ‘Need Help?’ link.
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. We support programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme (UNHABITAT) 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 and Conference Support Section (CCSS) of the Information and Communications Technology Service (ICTS) in UNON.
Responsibilities
Under the general guidance of the Chief (CCSS) and the direct supervision of the Chief Client Support Unit (CSU), the incumbent will perform the following duties:
- Desktop Administration: Provide advise to clients when necessary; provide assistance and guidance to clients in standard PC application software e.g. formatting documents in MS-Word, Excel, etc. Perform 2nd level desktop troubleshooting in conjunction with the engineers. Provide guidance and training to new/junior staff. Prepare, maintain and update (electronic and paper) files and internal databases. Draft documentation and reports.
- Helpdesk Operations and Service Coordination: receive and log problem calls or service requests ensuring minimum delay. Attempt to resolve as many problem calls or service requests on initial contact. Escalate problems/tasks to appropriate parties in accordance with established procedure. Liaise with other areas of ICTS to facilitate completion of service requests within set bench marks. Maintain a professional Helpdesk image at all times.
- Asset Management: Perform a wide range of office support functions; In liaison with PMU, assist with receiving incoming items and verify the count of the incoming stock with invoices and purchase orders; affix UN bar code and transfer inventory to the ICTS warehouse; periodically check remaining inventory and reorder as needed; input inventory data into requisite database; Monitor the movement of ICTS furniture and equipment; Assist in the preparation of Local Property Survey Board (LPSB) case reports for ICTS; Prepare gate passes.
- Telephone Operations: dispatch incoming and outgoing calls originating from both internal and external destinations. Ensure that all incoming and outgoing calls directed for operator assistance are appropriately dispatched and transferred to intended destinations; Provide regular data entry and update of telephone directory services in the Telephone Directory database; Provide a daily line check on external lines through established national and international gateways. Ensure the proper operation of the switchboard and telephony system. Provide daily activity and fault reports to enhance smooth operation of incoming and outgoing calls.
- Procurement Focal Point: keep track of all CCSS procurement requests liaising, when needed, with PS and ensuring proper follow-up is given to reduce delays.
- Perform other related duties as assigned.
Competencies
Professionalism: Knowledge of telephony operations in multinational organizations; Knowledge of client services in an international environment; Knowledge of general office support; Ability to organize and respond to queries without delay; Ability to conduct research and gather information from a wide variety of standard and non-standard sources; Ability to respond to changing requirements and assignments; Ability to apply good judgment in the context of assignments given. Shows pride in work and in achievements; 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.
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; Tailors language, tone, style and format to match audience; Demonstrates openness in sharing information and keeping people informed.
Teamwork: Works collaboratively with colleagues to achieve organizational goals; Solicits input by genuinely valuing others’ ideas and expertise; Is willing to learn from others; Places team agenda before personal agenda; Supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; Shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; Actively seeks to develop oneself professionally and personally; Contributes to the learning of colleagues and subordinates; Shows willingness to learn from others; Seeks feedback to learn and improve.
Education
Completion of secondary education is required; Supplemental courses/technical certificate in Information Technology, Call Centers, or other and related fields is desirable.
Work Experience
A minimum of five years of relevant and progressively responsible experience in Information Technology, Call Centers and/or Telephone Operations. Experience in general office support an advantage.
Languages
English and French are the working language of United Nations Secretariat. For the post advertised, fluency in oral and written English is required.
Assessment Method
Evaluation of qualified candidates may include an assessment exercise which will be followed by competency-based interview.
United Nations Considerations
Job openings posted on the Careers Portal are taken off at midnight (New York time) on the deadline date.
Applications are automatically pre-screened according to the published evaluation criteria of the job opening on the basis of the information provided by applicants. Applications cannot be amended following submission and incomplete applications shall not be considered. The selected candidate will be subject to a reference checking process to verify the information provided in the application.
Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the At-a-Glance on ‘The Application Process’ and the Instructional Manual for the Applicants, which can be accessed by clicking on ‘Manuals’ on the upper right side of the browser on Inspira.
The United Nations shall place 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. (Charter of the United Nations – Chapter 3, article 8). The United Nations Secretariat is a non-smoking environment.
Candidates will be required to meet the requirements of Article 101, paragraph 3, of the Charter as well as the requirements of the position. The United Nations is committed to the highest standards of efficiency, competence and integrity for all its human resources, including but not limited to respect for international human rights and humanitarian law. Candidates may be subject to screening against these standards, including but not limited to whether they have committed, or are alleged to have committed criminal offences and/or violations of international human rights law and international humanitarian law.
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