ICT Associate

The ICT Associate provides local ICT support for the UN Women Bonn office, delivering helpdesk services, infrastructure maintenance, and user engagement. The role involves hands-on technical assistance, coordination with global IST teams, and support for audiovisual conferencing and local ICT asset management.

Responsibilities

• Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with appropriate priority levels.
• Investigate, diagnose, and resolve common hardware, software, and connectivity issues; escalate complex or unresolved issues to the relevant global IST teams.
• Provide first-level support for corporate applications, including Quantum ERP, Performance & Results Integrated System for Management (PRISM), and Microsoft 365, escalating functional or system-level issues to the relevant teams at headquarters.
• Communicate incident status and resolution updates to end users promptly, ensuring a positive user experience.
• Collect and consolidate user requests and feedback, reporting recurring issues to the supervisor for systematic improvements.
• Install and configure UN Women standard ICT hardware and software in accordance with corporate standards and guidelines.
• Implement and maintain security measures, timely system updates and OS/application patches as directed by the global Helpdesk team.
• Ensure adherence to UN Women ICT policies, standards, and guidelines.
• Monitor the local network environment, including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team at headquarters.
• Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure services, under guidance from the supervisor.
• Maintain a complete and accurate inventory of all ICT assets in the Bonn office, including hardware, software licenses, peripherals, and network equipment.
• Support local ICT procurement by providing technical specifications and reviewing quotations, in coordination with the supervisor and Procurement teams.
• Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
• Manage and maintain local office technology, including printers, digital signage, and room booking systems.
• Deliver training on standard computing and productivity tools using tools provided by UN Women IST.
• Contribute to team knowledge sharing and maintain the Knowledge Base.
• Support onboarding of new personnel by delivering ICT orientation, provisioning accounts and equipment, and ensuring completion of mandatory security training.
• Document local procedures, workarounds, and frequently asked questions to build a Bonn-specific knowledge repository, contributing to the global Knowledge Base.
• Serve as the local ICT point of contact for the Bonn office, performing delegated tasks including user account management, shared mailbox and distribution list administration, and check-in approvals, in accordance with the ICT Focal Point Delegation of Authority and under guidance from the supervisor.
• Work closely with the global IST teams (Information Security, Platforms and Service Delivery, Enterprise Applications) to ensure alignment with corporate standards and timely resolution of issues requiring global team support.
• Liaise with other UN agencies and service providers in Bonn (e.g., host agency, local UN common services) on shared ICT services and infrastructure, under guidance from the supervisor.
• Coordinate with local vendors for printing, connectivity, and maintenance services as required.
• Attend IST team meetings and provide timely updates on Bonn office ICT status, issues, and user feedback.
• Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments using MS Teams, Zoom and similar platforms.
• Manage and maintain video conferencing facilities in the Bonn office, including setup, testing, and troubleshooting for hybrid meetings and events.
• Provide technical support for meetings, town halls, and events hosted at the Bonn office.

Requirements

• Completion of secondary education is required.
• Bachelor's degree in information technology or relevant equivalent field is an asset.
• Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.
• At least six years (or 3 years with a bachelor’s degree) progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services, is required.
• Experience with Microsoft 365 end-user support is required.
• Experience with ITSM ticketing tools is required.
• Experience with basic network troubleshooting and local infrastructure support is required.
• Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
• Experience supporting in SharePoint and ERP systems is desirable.
• Experience working in a UN system organization or international organization is desirable.
• Fluency in English is required.
• Knowledge of German is desirable.
• Knowledge of any other UN official language is an asset.

Skills

• ICT Helpdesk Support
• Desktop Administration
• End-user Services
• Microsoft 365 Support
• ITSM Ticketing Tools
• Network Troubleshooting
• Local Infrastructure Support
• Audiovisual Conference Support
• MS Teams Support
• Zoom Support
• SharePoint Support
• ERP Systems
• ICT asset management

Languages

English, German