Information Technology Assistant

vor 3 Wochen

Wien, Österreich United Nations Vollzeit

This position is located in Service Design and Provisioning Team (SDP), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The Information Technology Assistant will work under the direct supervision of the Information Technology Assistant leading the Service Design and Provisioning Team (SDP) and the overall supervision to the Chief, Service Delivery Officer in the office of the Chief, ITS.

**Responsibilities**:
Within assigned authority, the Information Technology Assistant will be responsible for the following duties:

- Monitor all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
- Attempt to resolve as many problem calls or service requests on initial contact.
- Perform tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
- Diagnose and resolve any hardware, software, or connectivity problem with minimum delay.
- Escalate problems/tasks to the appropriate parties in accordance with established procedure.
- Enter assets and asset transactions into the automated inventory management system in accordance with established procedure.
- Prepare and release equipment for service requests.
- Monitor inventory levels and inform the Team Leader when low thresholds are reached.
- Perform 2nd level desktop troubleshooting in conjunction with the Customer Support.
- Prepare, maintain and update file (electronic and paper) and internal databases and draft documentation and reports. Draft end-user and/or technical documentation.
- Assist in identifying the need for new systems or re-engineering of the existing systems.
- Respond to requests from user offices and assist in deploying/configuring systems so as to conform to infrastructure standards.
- Log all actions in the automated tracking system. Receive and log service requests in the automated request management system.
- Liaise with other areas of ITS to facilitate completion of service requests.
- Provide technical advice to clients regarding ITS standards and workflow processes.
- Perform quality assurance procedures to ensure client satisfaction.
- Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
- Meet WSP SLA agreements by updating and creating lists for the annual WSP fees for staff and submitting to SPS.
- Create various laptops distribution plans and maintain up to date list of RB and PSC funded staff to ensure appropriate and timely distribution of the laptops accordingly.
- Inform PMT of any inventory changes and maintain up to date internal records in SharePoint database.
- Assist with visualizations and updating information material such as web pages or brochures.
- Keep abreast of developments in technology both in the UN and in the industry in general.
- May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis.
- May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.
- Perform other work-related duties, as required.

Competencies

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.

Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Education
High school diploma or equivalent is required.

Job - Specific Qualification

Having passed the Administrative Support Assessment Test [in English] at the United Nations headquarters, Economic Commission for Africa, Economic and Social Commission for Western Asia, United Nations Office at Geneva, United Nations Office at Vienna, Internati

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