ICT Support Assistant

Organizational Context 

UNDP has been working in India since 1951 in almost all areas of human development. Together with the Government of India and development partners, we have worked towards eradicating poverty, reducing inequalities, strengthening local governance, enhancing community resilience, protecting the environment, supporting policy initiatives and institutional reforms, and accelerating sustainable development for all. 

With projects and programmes in every state and union territory in India, UNDP works with national and subnational government, and diverse development actors to deliver people-centric results, particularly for the most vulnerable and marginalized communities. As the integrator for collective action on the Sustainable Development Goals (SDGs) within the UN system, we are committed to supporting the Government of India’s national development vision and priorities and accelerating the achievement of the SDGs for the people and the planet. 

UNDP India’s new Country Programme (2023-2027) builds on our prior work and aims to provide an integrated approach to development solutions in three strategic portfolios:  

• Strong, accountable and evidence-led institutions for accelerated achievement of the SDGs.
• Enhanced economic opportunities and social protection to reduce inequality, with a focus on the marginalized.
• Climate-smart solutions, sustainable ecosystems and resilient development for reduced vulnerability.

South-South cooperation, gender equality and social inclusion are promoted across the pillars. The programme is supported by a framework of renewed partnerships and blended finance solutions, strategic innovation and accelerator labs, and data and digital architecture.

You are invited to join a team of future-smart development professionals to support India in achieving the national and globally agreed goals. As part of the UNDP team, your focus will be to work with diverse stakeholders to find country-specific solutions that lead to sustainable development and reach those furthest behind first.

Office/Unit/Project Description 

UN house at 55 Lodhi Estate, New Delhi has an ICT helpdesk team which provides onsite ICT services to all UN agencies in the premises as well as remote support to staff in the field. The ICT support includes daily desk support and management of ICT Infrastructure. Within this team, one ICT Assistant is required.

S/he will be based at UNDP, New Delhi and shall work under the guidance and supervision of the Head of the ICT Unit (ICT Associate). As this is a full-time position, s/he cannot hold any other job/assignments during this assignment.

Job Purpose and Scope of Work 

Under the guidance and direct supervision of the ICT Associate, the ICT Support Assistant provides onsite ICT services to all UN agencies in the premises as well as remote support to staff in the field. The ICT support includes administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure in a large Country Office. The ICT Support Assistant promotes a client-oriented approach.

Main Purpose:

The ICT Support Assistant works in close collaboration with the Front Office, Management Support and Business Development, Programme and Operations teams in a large Country Office (CO) and UNDP Headquarters (HQ) staff for resolving ICT-related issues. The ICT Support Assistant provide IT Support services to all UN Agencies staff located in UN House in India.

Duties and Responsibilities:

Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Ensure compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
• Support with the use of Quantum (UNDP’s implementation of ERP) functionality for improved business results and improved client services.
• Contribute to the business processes mapping and implementation of the internal standard operating procedures (SOPs).
• Provision of inputs to prepare results-oriented ICT workplans.

Ensure effective functioning of the (CO) hardware and software packages, focusing on the achievement of the following results:

• Performance of key technical functions, including changing of hardware electronic components (disks, memory, network wiring, power sources, etc.) and routine repairs.
• Assistance in the installation of commercial and in-house developed software and related upgrades
• Assistance in upgrading patch and anti-virus programs on a timely basis.
• Monitoring of internet traffic, usage and performance on a frequent and regular basis.
• Support users in backing up and restoring their files, as well as in virus detection, removal and prevention.
• Organizing Video/Audio/Web Conferences
• Install, configure and troubleshooting O365 applications.

Supports networks administration, focusing on the achievement of the following results

• Assistance in resolving network related issues and monitor network performance
• Responds to user queries regarding network access.
• Assistance in backup and restoration procedures for local drivers. Maintenance of backup logs. Assistance with organization of off-site storage of backups.
• Managing Cisco Meraki Network

Provides administrative support, focusing on the achievement of the following results:

• Maintenance of an up-to-date inventory of software and hardware.
• Maintenance of a library of ICT related reference materials.
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
• Extraction of data from various sources.
• Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required.
• Provision of ICT support to key events.

Facilitates Knowledge Building, Digital Literacy, and User Training:

• Conduct training and orientation sessions for staff on digital tools and responsible ICT practices.
• Develop and maintain user guides, FAQs, and internal knowledge resources to support self-service.
• Provide one-on-one coaching to staff, promoting digital inclusion and the effective use of collaborative tools such as SharePoint, Teams, and OneDrive.
• Contribute to the digital knowledge management efforts, including organizing shared drives and supporting internal information-sharing platforms.
• Participation and assistance in the organization of training for the CO staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.
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Supports Digital Transformation, Innovation, and Automation:

• Support the rollout and adoption of innovative digital platforms and services aligned with UNDP’s global digital strategy.
• Assist in automating routine business processes using tools like Microsoft Power Apps, Power Automate, Power BI and SharePoint workflows.
• Participate in the testing and localization of global digital systems and tools to improve programme and operational efficiency.
• Contribute ideas to improve digital workflows, enhance staff engagement with technology, and foster a culture of innovation.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization 

Institutional Arrangement[1]

This will be a shared position through Common Services Account (CSA) of all UN Agencies located in the UN Houseand will report to UNDP’s Head of ICT.

Reporting To: Head of ICT Support Unit (ICT Associate), UNDP India

Reportees to this position (if applicable): N/A

Remuneration starting at INR 8,89,418.16 (Annual) / INR 74,118.18 (Monthly) as per the scale depending on qualifications and experience. The remuneration is excluding 8.33% pension amount paid over and above the salary

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. 

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. 

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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