Assistant - IT aux opérations du programme

Organizational Context

The International Institute for Educational Planning (IIEP) Africa is the African regional office of UNESCO's IIEP. IIEP is a specialized institute mandated to strengthen the capacity of UNESCO Member States in planning and managing their educational systems. IIEP Africa is recognized for its educational sector analyses and assists African countries in developing credible educational system development plans aligned with the 2030 Agenda for Education. Through capacity-building, IIEP Africa contributes to diagnostic analyses, sectoral plans, and pedagogical tools that foster more relevant and sustainable educational policies.

Job Purpose

Under the overall authority of the Head of IIEP Africa Office and the direct supervision of the Administrator and the IT Manager, and in close collaboration with the relevant IT services of the UNESCO Regional Office for West Africa (BREDA), the incumbent will serve as the IIEP IT Technician. This role is crucial for resolving ICT-related issues promptly and efficiently, ensuring the smooth operation of the IT infrastructure and services supporting IIEP's mission. The position involves providing first-level IT support to all IIEP staff and interns, managing the helpdesk system, and diagnosing, resolving, and tracking IT problems. This includes advising staff on software usage, data backup and restoration, data retrieval, and troubleshooting common IT issues like printing and internet connectivity.

Responsibilities

Provide first-level IT support to all IIEP staff and interns via the Helpdesk service, managing the helpdesk system effectively. Diagnose, identify, resolve, and follow up on IT issues, including advising staff on the correct use of software such as MS Office and MS Teams, data backup and restoration, and data retrieval from internal and external sources. Troubleshoot common IT problems such as printing and internet connectivity. In collaboration with the IIEP IT team in Paris, manage and maintain the physical IT infrastructure, including servers, telephony, wired and Wi-Fi connections. Install computers and ensure they are updated with the latest patches and antivirus definitions. Provide IT support for teleconferences, videoconferences, and major events, including technical management for physical meetings and online events. Manage online sessions by creating invitation links, adding interpreters, assisting with recording, conducting polls, and sharing documents. Perform technical tasks such as installing hardware and software, managing licenses, performing upgrades, and conducting routine repairs. Manage IT hardware inventory and spare parts, performing common repairs and contacting manufacturers for warranty issues. Collaborate with the finance team to maintain an inventory of software, hardware, workstations, and furniture in the asset management system. Undertake any other relevant IT tasks as requested by the Administrator or IT Manager.

Work Experience

A minimum of 3 years of experience in the IT field, specifically in helpdesk support, maintenance of IT hardware, software, and applications, preferably within an international organization. Experience within a United Nations agency is an asset.

Skills

Excellent organizational skills and a strong results-oriented approach. Proven knowledge of IT processes, methods, and procedures. Excellent IT hardware and software skills, including proficiency with MS Office Suite, Active Directory management, and online communication tools like Teams and Zoom. Ability to work collaboratively in a team environment, fostering collegiality and mutual support. Capacity to work effectively with individuals from diverse cultural backgrounds. Flexibility and adaptability to fluctuating workloads. Excellent knowledge of Microsoft Office Suite and video conferencing systems (Zoom, Microsoft Teams) with the ability to learn new software. Excellent communication skills.

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