ICT Associate [Open to Tier 1 & 2 applicants]
Organizational Context
The Global Shared Services Centre (GSSC) provides high-quality, timely human resources, financial, and procurement services, along with information and innovative tools, to over 180 countries and 40,000 personnel. The GSSC operates globally with offices in multiple locations and is led by a Director reporting to the Bureau for Management Services. This ICT Associate role is situated within the GSSC Operations unit in Kuala Lumpur.
Job Purpose
The ICT Associate provides essential ICT services and support for the management of ICT systems within the Global Shared Services Centre (GSSC). This role is crucial for ensuring the smooth operation of information management tools and technology infrastructure by delivering daily tier 2 technical support to users. The position emphasizes a client-oriented approach, working collaboratively with various UNDP teams and HQ staff to resolve ICT-related issues effectively. The ICT Associate plays a key part in maintaining reliable ICT operations, supporting service delivery, and contributing to the overall efficiency and user satisfaction within the GSSC environment.
Responsibilities
The ICT Associate is responsible for supporting ICT operations and service delivery by managing daily operations, resolving complex technical incidents, and providing advanced technical support for hardware, software, and network issues. This includes acting as a second-level escalation point, supporting business continuity, and driving service improvement initiatives. The role also involves managing network infrastructure and ICT systems, including administration of LAN, WAN, and wireless networks, ensuring network security, and supporting server and endpoint management. Additionally, the ICT Associate will drive digital transformation by developing automation solutions using Microsoft Power Automate and Power Apps, and support knowledge management by promoting best practices and facilitating skills development within the ICT function.
Work Experience
A minimum of 6 years of experience in network administration and hardware/software use is required with secondary education, or 3 years with a Bachelor's degree. Experience with office software packages, system and network administration, telecommunications, video conferencing, and desktop productivity suites (Microsoft 365, SharePoint, OneDrive, Teams) is necessary. Experience with ITIL practices, cloud platforms (Azure), data visualization (Power BI), and automation tools (Power Automate) is desired.
Skills
Key skills include IT customer support, network administration, system software management, hardware/software support, telecommunications, and proficiency with Microsoft 365 suite (SharePoint, OneDrive, Teams). Experience with Power Platform (Power Automate, Power Apps), cloud platforms (Azure), and ITIL practices is desirable. Strong abilities in achieving results, innovative thinking, continuous learning, adaptability, determination, engagement, and partnership are essential.