ICT Helpdesk Assistant у ПРООН в Україні (Краматорськ)

ПРООН в Україні оголошує конкурс на заміщення вакансії ICT Helpdesk Assistant. Дедлайн - 19 січня 2018 р. (далі - англ.).


The UNDP Office in Ukraine has initiated the collocation of several UN agencies and UNDP projects into one premise with the aim of improving effectiveness and efficiency and achieving economies of scale. Under the guidance and direct supervision of the UNDP Analyst, the ICT Helpdesk Assistant provides daily technical support to end-users on the information management tools and technology infrastructure in the common premises of Kramatorsk and Severodonetsk.The ICT Helpdesk Assistant works in close collaboration with UNDP Country Office (CO) ICT Unit staff as well as ICT staff of other UN Agencies for ICT-related issues. The ICT Helpdesk Assistant promotes a client-oriented approach.

Duties and Responsibilities

Provides IT support to the end-users:

  • Provides daily on-site support on the usage of software and hardware to the end-users from UN agencies and UNDP projects in the common premises;
  • Provides remote ICT support to the end-users on travel and in other common premises;
  • Troubleshoots on operational IT problems, provide assistance in finding solutions;
  • Provides IT-related support to organization of project/agencies events in the shared premises and external locations, as necessary;
  • Assists in preparation of specifications and configurations for purchasing of computer equipment and/or expendable materials.

Monitors and controls effective functioning of the ICT hardware and software in the shared premises:

  • Ensures compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment;
  • Monitors the use of ICT equipment, organizes for periodic maintenance, routine repair and/or replacement (as necessary and in consultation with the CO) of hardware electronic components;
  • Assists in the installation of commercial and in-house software and related upgrades;
  • Assists in upgrading operating systems and antivirus software on a timely and regular basis;
  • Supports the users in backing up and restoring their data, as well as in virus detection, removal and prevention;
  • Supports telephony infrastructure;
  • Performs other specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.).

Supports network administration and security:

  • Implements ICT planning and control functions in a process of premises modernization, construction, re-construction;
  • Responds to end-user needs regarding network access;
  • Implements IT related security measures as per the guidance from the CO;
  • Assists in troubleshooting and monitoring of network problems.

Provides administrative support:

  • Maintains an up-to-date inventory of software and hardware;
  • Maintains a library of ICT related reference materials;
  • Maintains the inventory and stock of supplies and spare parts;
  • Maintains filing system ensuring safekeeping of confidential materials;
  • Researches and retrieves the data from internal and external sources; preparation of statistical charts, tables and reports as required;
  • Provides of other ICT support as required by the supervisor.

Facilitation of knowledge building and knowledge sharing:

  • Participates and assists in the organization of training for the personnel on ICT issues;
  • Trains new project personnel on how to use UNDP-specific applications such as OneDrive and SharePoint;
  • Gives training for the end-users on usage of ICT resources, as necessary.

Measurable outputs of the work assignment:

  • 100% of office computers are protected from viruses.

Performance Indicators for evaluation of results:

  • Quality end-user support and advice to the staff;
  • ICT equipment and LAN maintained operational and in good working conditions;
  • End-users computers protected from virus attacks;
  • Backups are performed regularly and ICT security measures are timely implemented;
  • Quality ICT support given to agencies/projects events;
  • Quality of work and timeliness of outputs.


Corporate Competencies:

  • Communication;
  • Delivery;
  • Innovation;
  • Demonstrating/safeguarding ethics and integrity;
  • Promotes the vision, mission, and strategic goals of UNDP;
  • Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability.

Functional Competencies:

  • Knowledge Management and Learning;
  • Development and Operational Effectiveness;
  • Conflict Management;
  • Result orientation;
  • Teamwork;
  • Self -management and emotional intelligence.

Promoting Organizational Learning and Knowledge Sharing:

  • Generates new ideas and approaches, researches best practices and proposes new, more effective ways of doing things;
  • Documents and analyses innovative strategies and new approaches.

Client Orientation:

  • Researches potential solutions to internal and external client needs and reports back in a timely, succinct and appropriate fashion;
  • Organizes and prioritizes work schedule to meet client needs and deadlines.

Innovation and Marketing New Approaches:

  • Generates new ideas and proposes new, more effective ways of doing things;
  • Documents and analyses innovative strategies/best practices/new approaches.

Global Leadership and Advocacy for UNDP’s Goals:

  • Performs analysis of political situations and scenarios, and contributes to the formulation of institutional responses;
  • Uses the opportunity to bring forward and disseminate materials for global advocacy work and adapts it for use at country level.

Competencies expected of the individual:

  • Consistently approaches work with energy and a positive, constructive attitude;
  • Good Interpersonal skills;
  • Client-orientation skills;
  • Time management skills;
  • Relations with colleagues and ability to be an effective team player;
  • Initiative.

Required Skills and Experience


  • Secondary education with relevant certifications in hardware and software management and application is required;
  • Bachelor degree in Computer Science, electronics, technical engineering or another relevant area could be accepted in lieu of relevant certifications in hardware and software management and application.


  • Minimum 3 years of relevant working experience in the areas of end-users support, support to management of hardware and software platforms, relevant office equipment, knowledge of Windows-based packages/applications, office software and other generic applications, network administration with experience in computer networking — TCP/IP, routing, switching, knowledge of the design, implementation and maintenance of information and telecommunications systems and services or other relevant areas;
  • Experience with Microsoft Server or another network operating systems would be an asset;
  • Working experience with any enterprise class Cisco network equipment support and configuration would be a strong asset.

Language Requirements:

  • Working knowledge in English, fluency in Ukrainian and Russian.


If you wish to apply for this or other positions with UNDP, please visit UNDP website, section jobs and apply online:




  • http://www.ua.undp.org/content/ukraine/en/home/operations/jobs.html
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