ICT Assistant, UN CP in Almaty

UN Common Premises (UNCP) in Almaty is responsible for providing maintenance services and support to UN Agencies residing in Almaty. The UNCP team reports to the UNDP Operations Unit head (OM) and supervised by Common Premises Manager Almaty.
Under direct supervision of the Common Premises Manager the ICT Assistant provides daily technical support to users of information management tools and technology infrastructure, assists in maintaining LAN system, printing, copying, and computer equipment. The ICT Assistant promotes a client-oriented approach in provision of all services.
The ICT team plays a crucial role in UN Common Premises as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the UNCP to better enable, leverage and deploy technology solutions that help the UNCP implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UN partners, stakeholders, and beneficiaries.

Under the guidance of the ICT Analyst, the ICT Assistant provides ICT and administrative support services to the ICT unit and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.
The ICT Assistant works in close collaboration with UN Agencies’ Programme, Operations, and project teams located in UN Common Premises in Almaty, to resolve complex ICT- related issues.
UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
 

Duties and Responsibilities

The ICT Assistant collaborates closely with the Common Premises Team to resolve complex ICT-related issues under direct supervision of the Common Premises Manager and the technical guidance of the ICT Analyst.

Support implementation of ICT management systems and strategies.

•    Ensure compliance with corporate information management and technology standards, guidelines, and procedures for UN Common Premises in Almaty technology environment.
•    Provide inputs to UN Common Premises in Almaty administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs).
•    Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings. 
•    Provide ICT help desk support to colleagues in other agencies. 
•    Provide input to preparation of results-oriented workplans. 
•    Support the use of ERP functionality for improved business results and improved client services.
•    Provides support in primarily ICT support to the tenants of UN Common Premises and 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 for the UN agencies and Common Premises.
•    Supports in organization of offline and online meetings and events.
•    Technical support with audio and video conference equipment.
•    Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.
•    Provides an assistance in procuring the ICT equipment for the UN agencies and the Common Premises.
•    Conducts market research required for procurement of the ICT equipment and software.
•    Assists in implementing and promotion of the Green ICT Technologies.
•    Contributes to effective implementation of the UN corporate information management and technology standards, follows the guidelines and procedures for the technology environment.

Assist in providing automation and digitalization support for UN Common Premises in Almaty.

•    Assist in the installation of required software and related upgrades.

Support network administration.

•    Monitor file server traffic, usage and performance on a frequent and regular basis.
•    Assist in cloud-based backup and restoration procedures for local drives. 
•    Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis.
•    Respond to user needs and questions regarding network access.
•    Assist in trouble-shooting and monitoring of network problems.
•    Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.
•    Maintain the filing system ensuring safekeeping of confidential materials.

Ensure facilitation of knowledge building and knowledge sharing in UN Common Premises in Almaty. 

•    Assist in the organization of training for the UNCP and UN Agencies’ staff on ICT issues.
•    Provide sound contributions to knowledge networks and communities of practice.
 

Cross-Functional & Technical competencies 

Business Management – 

Results-Based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.

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.

Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.

Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Information Management and Technology – 

IT Customer Support: Ability to support l 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-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.