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Information Communication and Technology Assistant Job in Kenya

Job Title


Duty Station


Posting Period

24 February 2011-26 March 2011

Job Opening number


United Nations Core Values: Integrity, Professionalism, Respect for Diversity

Org. Setting and Reporting

The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the representative office of the Secretary-General. We support programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme (UN-HABITAT) globally, as well as other UN offices in Kenya, by providing administrative, conference and information services ( The post is located in the Client Services Section (CSS) of the Information and Communications Technology Service (ICTS) in UNON.


Job Details

Under the general guidance of the Chief, UNON/ICTS/CSS and direct supervision of the Help Desk Administrator, the incumbent will perform the following duties:

1. Desktop Administration:

Provide full range of technical assistance in the area of the desktop administration and support; Provide technical advice to client when necessary; Provide assistance and guidance to clients in Standard PC application software; Troubleshoot application software installation and configurations, electronic mail, internet and network access problems; Provide support for deployed computer application systems; Install computer application systems software and hardware according to specifications; Coordinate with other organizational units on issues that affect desktop administration and configuration; Perform 2nd level desktop troubleshooting in conjunction with Engineers.

2. Helpdesk Operations and Service Coordination:

Receive and log calls from the clients in the Helpdesk database; Perform 1st level support and implement solutions for simple problems and escalate problems; Liaise with other areas of ICTS to facilitate completion of service requests within set bench marks; Keep all the other Helpdesk staff informed of any perceived trends in calls being received; Maintain a professional Helpdesk image at all times; Register equipment on DHCP according to laid down procedures; Ensure peak performance of LAN and WAN by using the monitoring tools and notifying systems to the network Administrator when abnormalities are detected; Act as a problem escalation point for the contractors; Provide training to end-users on the use of standard systems and applications.

3. Central Management Systems:

Deploy or make available any applications that may be required; Monitor and test newly released windows updates before mass deployment; Monitor and configure the LINUX PC that transfers inventory files from a network location to the Apache Web Server running MYSQL database Server; Monitor and maintain the application that transfers inventory files from a newtwork location to the SUS server running MS SQL database; Configure monthly Windows Software Update notifications upon logon; Monitor hardware and software changes registered in the CMR database.

4. iNEED (CRM) Implementation:

Participate in the Gap analysis stage of iNEED for ICTS; Provide assistance in data preparation for iNEED and assist in Administration of iNEED upon deployment; Assist in training the Contractors and other ICTS Teams in the usage of iNEED. Update and maintain a knowledge database with IT solutions in-line with iNEED requirements.

5. Intranet Update:

Update and modify information on the ICTS intranet and ensure that is up-to-date; Liaise with other ICTS Intranet focal point for Intranet information gathering.

6. Perform other related duties as assigned.


Professionalism: Knowledge of information technology and applications, including computer system networks; Good technical skills, ability to conduct network maintenance, provide server services and user support; Shows pride in work and in achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments, observing deadlines and achieving results; Is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; Remains calm in stressful situations.

Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Demonstrates openness in sharing information and keeping people informed.

Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Technological Awareness: Keeps abreast of available technology; Understands applicability and limitation of technology to the work of the office; Actively seeks to apply technology to appropriate tasks; Shows willingness to learn new technology.


Completion of secondary education, supplemental courses/technical certificate in information technology or other related field.

Work Experience

A minimum of five years of relevant and progressively responsible experience in the information technology field. Experience in the administration, management and operation of a large IT environment with MS servers desirable.


English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of another United Nations Officials language is an advantage.

United Nations Considerations

The United Nations shall place no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. (Charter of the United Nations - Chapter 3, article 8). The United Nations Secretariat is a non-smoking environment.

Assessment Method

Evaluation of qualified candidates for this position may include a substantive assessment which may be followed by a competency-based interview.

Special Notice

Appointment against this post is on a local basis. External candidates will be considered only when no suitable internal candidate from the duty station is identified. The candidate is responsible for any travel expenses incurred in order to take-up the appointment. Staff members are subject to the authority of and assignment by the Secretary-General. All staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

No Fee

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