ICT Associate

The ICT Associate will provide local ICT support for the Nairobi office as part of the global ICT helpdesk team, ensuring timely and reliable technical assistance. The role involves hands-on helpdesk support, infrastructure maintenance, user engagement, and coordination with regional and global ICT teams.

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, PRISM, and Microsoft 365, escalating functional or system-level issues to relevant teams.
• Communicate incident status and resolution updates to end users promptly.
• Collect and consolidate user requests and feedback, reporting recurring issues for systematic improvements.
• Install and configure UN Women standard ICT hardware and software according to corporate standards.
• Implement and maintain security measures, system updates, and patches as directed.
• Monitor local network environment and troubleshoot basic connectivity issues; escalate complex problems.
• Coordinate with host agency and local ISPs on shared connectivity and infrastructure services.
• Maintain accurate inventory of all ICT assets in Nairobi office.
• Support local ICT procurement by providing technical specifications and reviewing quotations.
• Process ICT equipment registration and disposal through Quantum ERP Asset module.
• Manage local office technology including printers, digital signage, and room booking systems.
• Deliver training on standard computing and productivity tools.
• Contribute to team knowledge sharing and maintain Knowledge Base.
• Support onboarding of new personnel with ICT orientation and provisioning.
• Document local procedures and FAQs to build Nairobi-specific knowledge repository.
• Serve as local ICT point of contact for Nairobi office, managing user accounts and shared mailboxes.
• Work closely with global IST teams to ensure alignment with corporate standards.
• Liaise with other UN agencies and service providers on shared ICT services.
• Coordinate with local vendors for printing, connectivity, and maintenance services.
• Attend IST team meetings and provide updates on Nairobi office ICT status.
• Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments.
• Manage and maintain video conferencing facilities including setup, testing, and troubleshooting.
• Provide technical support for meetings, town halls, and events hosted at Nairobi 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 Kiswahili 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
• IT Support
• Technical Assistance
• User Engagement

Languages

English