ICT Associate [Open to internal and external applicants]
Organizational Context
The Global Shared Services Centre (GSSC) operates globally, supporting over 180 countries and 40,000 personnel across various UN agencies. It delivers essential human resources, financial, and procurement services, alongside information and innovative tools. The GSSC is led by a Director who reports to the Bureau for Management Services. This ICT Associate role is situated within the GSSC Operations KL unit.
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 focuses on delivering daily tier 2 technical support to users of information management tools and technology infrastructure, promoting a client-oriented approach. The incumbent collaborates closely with various GSSC and UNDP HQ teams to resolve ICT-related issues, ensuring effective service delivery and operational support. Key contributions include managing daily operations, coordinating incident resolution, providing advanced technical support, and acting as a second-level escalation point for critical issues. The role also supports business continuity, disaster recovery, and drives continual service improvement initiatives to enhance user satisfaction and operational efficiency.
Responsibilities
The ICT Associate is responsible for supporting ICT operations and service delivery by managing daily operations, coordinating the resolution of 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 disaster recovery, and driving service improvement initiatives. The role also involves managing network infrastructure, including LAN, WAN, wireless networks, and VPNs, ensuring security, performance, and capacity planning. Responsibilities extend to supporting server infrastructure, endpoint management, and cloud-based services, as well as implementing security patches and managing backup/restoration procedures. Furthermore, the ICT Associate will drive digital transformation by developing automation solutions using Microsoft Power Automate and Power Apps, integrating business systems, and creating dashboards. Knowledge management and team collaboration are also key, involving sharing expertise on emerging technologies and supporting cross-functional projects.
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 (especially Microsoft 365) is necessary. Experience managing ICT projects, digital transformation initiatives, cloud platforms (e.g., Azure), and ITIL practices is desired.
Skills
Proficiency in IT Customer Support, Digital Awareness and Literacy, Customer Satisfaction/Client Management, and Operations Management. Ability to research and generate knowledge, and apply human-centered design principles. Strong skills in network administration, hardware/software support, and managing Microsoft 365, SharePoint, OneDrive, Teams, and Power Platform (Power Automate, Power Apps). Knowledge of ITIL service management practices is desirable.