IT ASSISANT - UNAIDS

The Technology and Innovation Department (TIN) ensures that information technology is a strategic enabler of the vision of Getting to Zero, and contributes to the transition from managing a disease to ending an epidemic. TIN makes possible new ways of collaboration, facilitates greater sharing of knowledge and provides new tools to reach out and communicate - with unprecedented reach and speed - with our key stakeholders and constituencies. To play this important role, the department is an agent of change, contributing to making UNAIDS work fast, smart and efficiently.

Main tasks and Responsibilities of the Position:
The Global Service Desk aligns learning strategies and coordinates delivery of all UNAIDS IT learning services, including user support at a first-level diagnosis and second-level support. The GSD promotes IT literacy, optimizing utilization of systems and enhancing the performance of users.

• Reporting to the Service Desk Coordinator, the IT Assistant provides the delivery of UNAIDS learning services and User support , ensuring that all calls coming via telephone and email are attended to and responded within a specified time frame. 
• The incumbent will provide technical assistance to the Global Service Desk for all user-related aspects of desktop hardware and software facilitating their ongoing maintenance, usage and enhancement. 
• The IT Assistant will interact directly with the users, providing practical operational support and IT services that facilitate the work of all staff. Specifically, the Training and Support Assistant will:
• Assist in delivering and organizing, group learning sessions, hands-on sessions, demo sessions, customization of learning activities to suit individual, workgroup and organizational learning needs.
• Provide support to the, delivery and evaluation of a comprehensive and innovative, on-going IT training programme for UNAIDS staff in Geneva, the RSTs and country offices. 
• Manage the Global Service Desk Hotline by recording all incoming calls, providing solutions to users and escalate calls to second level support, as needed. 
• Provide technical and operational support to users for calls coming in via the Global Service Desk hotline or e-mail.
• Ensure timely configuration and deployment of desktop/laptop equipment to staff, both in headquarters and in regional/country offices, providing first level support and escalating to proximity support and external vendors where applicable.
• Provide support to Global Service Desk Coordinator to identify areas which need coaching and training with the aim to reduce helpdesk calls and enhance user self reliance.
• Contribute to a positive attitude among staff toward technology utilization.
• Perform all other related duties or assignments as assigned by the Chief, Field and Remote Support Division and participate in on-call rotation.

REQUIRED QUALIFICATIONS
Education:
Essential: 
Completion of secondary school education complimented by formal training in computer science or related field, including training in the use of office systems. 

Desirable: 
University degree (Bachelors) in Information Technology, Computer Science or related field, ITIL Certification

Competencies: 
Values: 
1. Commitment to the AIDS response
2. Integrity
3. Respect for diversity

Core competencies:
1. Working in teams
2. Communicating with impact
3. Applying expertise
4. Delivering results
5. Driving change and innovation
6. Being accountable

Experience:
Functional / Technical Knowledge and Skills:
In-depth knowledge of Microsoft Office 2010, Windows 7, ERP systems, HelpDesk call tracking software, e-learning development tools, web software. Knowledge and skills in the development and delivery of IT training.

Essential: 
A minimum of five to seven years' experience in IT end-user support, user training or (preferably) a combination of both. In addition experience with supporting Microsoft operating systems and Office suite.

Desirable:
Experience supporting large-scale ERP systems, preferably in an international environment. Experience in supporting Microsoft Servers.
Languages:
Essential: 
Advanced knowledge of English.

Desirable: 
Good working knowledge of another UN official language.
Additional Information:
Please note that for General Service vacancies only residents of Nairobi and the surrounding area are eligible. Furthermore, we will only accept online applications for General Service vacancies.
Annual salary: (Net of tax): 1,489,524 Schillings at single rate

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