ICT Help Desk Support
Organizational Context
The United Nations Development Programme (UNDP) Country Office in Brazil supports national and sub-national institutions and civil society in achieving sustainable development goals. The Operations Team, including the Common Back Office (CBO), provides essential services like ICT, administration, and procurement. This role sits within the CBO, supporting the ICT Analyst and reporting to the Operations Manager.
Job Purpose
The ICT Help Desk Support role is crucial for ensuring the efficient functioning of the UNDP Country Office in Brazil's Information and Communication Technology (ICT) infrastructure. This position provides essential daily technical support to users, addressing issues with hardware, software, and network connectivity. By promoting a client-oriented approach and collaborating with various teams, the role directly contributes to improved business results and client services within the Common Back Office (CBO). The incumbent will also assist in maintaining ICT systems, managing equipment, and supporting knowledge sharing initiatives, ultimately enhancing the overall efficiency of operational services for UN entities and UNDP programs.
Responsibilities
Provide comprehensive ICT support, including assisting with routine ICT activities, testing applications, and maintaining records. Respond to user requests for computers, printers, mobile devices, and standard software, offering initial assistance and escalating complex issues. Support the preparation and installation of user equipment and conduct routine inventory checks. Assist users with basic network connectivity issues (Wi-Fi, VPN, internet) and manage routine user access requests. Maintain records of ICT support requests, equipment repairs, and warranties. Facilitate the distribution, return, repair, replacement, and disposal of ICT equipment, monitoring supplies. Offer basic guidance on ICT applications, tools, and cybersecurity practices, and assist in documenting user instructions and solutions for frequently encountered issues.
Work Experience
A minimum of three years of relevant experience in ICT is required, encompassing network support, hardware and software platform management, telecommunications, and Windows-based applications, with experience in both in-person and remote support. Experience with IT asset management, including inventory control and deployment, is also beneficial.
Skills
Proficiency in ICT tools and equipment, including computers, printers, and standard software. Experience in basic user support, hardware/software troubleshooting, and network connectivity assistance. Familiarity with Microsoft 365 administration and support (Teams, Outlook, OneDrive, SharePoint) is desirable. Experience with audiovisual and videoconferencing equipment, AI-powered productivity tools, and endpoint management (Microsoft Intune, Autopilot, Entra ID) is also advantageous.