ICT Assistant
Organizational Context
The United Nations Observer Group in India and Pakistan (UNOGIP) seeks an ICT Assistant to provide first-line technical support to client UN agencies in Islamabad. This role is crucial for ensuring the smooth operation of ICT services, maintaining accurate records, and supporting monitoring and cost-recovery efforts within the organization.
Job Purpose
The ICT Assistant is responsible for delivering timely and documented ICT support to UN agencies in Islamabad. This includes providing first-line technical assistance for hardware, software, and network issues, managing incidents, and maintaining accurate ICT asset and service records. The role contributes to the reliable functioning of ICT infrastructure, supports service monitoring, and assists with cost-recovery reporting. By ensuring efficient ICT operations, the assistant directly supports the mission's operational effectiveness and the delivery of services to client agencies.
Responsibilities
Provide first-line technical assistance and troubleshooting for computers, peripherals, software, and connectivity issues for designated client agencies. Assist in the installation, configuration, maintenance, and basic troubleshooting of ICT equipment and network devices. Record, monitor, and resolve ICT incidents and service requests, escalating complex issues as needed. Maintain accurate inventories and records of ICT equipment, including allocation, installation, relocation, and handover. Support authorized user account and software activities, adhering to UN information security and confidentiality standards. Document services delivered and activities performed to support monitoring and cost-recovery reporting. Prepare monthly ICT service delivery reports detailing completed activities, outstanding requests, and performance issues.
Work Experience
A minimum of three years of relevant ICT technical support experience is required, encompassing end-user support, hardware/software troubleshooting, ICT asset management, and service documentation. Familiarity with Microsoft Windows, Microsoft 365, computer hardware, printers, basic networking, Wi-Fi, endpoint security, and service-request tracking systems is essential. Experience supporting the UN or international organizations is a plus.
Skills
ICT Technical Support, Hardware and Software Troubleshooting, Network Support, Incident Management, ICT Asset Management, Service Documentation, Microsoft Windows, Microsoft 365, Basic Networking, Wi-Fi Connectivity, Endpoint Security, Service Request Tracking Systems, ITIL Foundation (desirable).