UNITED NATIONS DEVELOPMENT PROGRAMME

JOB DESCRIPTION

I. Position Information

Job code title:                           ICT Support Assistant

Pre-classified Grade:                ICS5

Supervisor:                               ICT Specialist

Under the guidance and direct supervision of the ICT Specialist, the ICT Support Assistant provides ICT and administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure. The ICT Support Assistant promotes a client-oriented approach.

The ICT Support Assistant works in close collaboration with the Front Office, Management Support and Business Development, Programme and Operations teams in UNDP Bangkok Regional Hub and UNDP Thailand Country Office staff for resolving complex ICT-related issues.

III. Functions / Key Results Expected

Summary of key functions:

q  Implementation of ICT management systems and strategies

q  Effective functioning of hardware and software packages

q  Support to networks administration

q  Provision of administrative support

q  Facilitation of Video Conferences and Communications in the office

q  Facilitation of knowledge building and knowledge sharing

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

q   Compliance with corporate information management and technology standards, guidelines and procedures for the offices’ technology environment;

q   Support to the use of Atlas (UNDP’s implementation of ERP) functionality for improved business results and improved client services;

q   Provision of inputs to administrative business processes mapping and implementation of the internal standard operating procedures (SOPs);

q   Provision of inputs to preparation of results-oriented workplans.

2. Ensures effective functioning of hardware and software packages, focusing on the achievement of the following results:

q   Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs;

q   Assistance in the installation of commercial and in-house developed software and related upgrades;

q   Assistance in upgrading patch and anti-virus programs on a timely basis;

q   Monitoring of file server traffic, usage and performance on a frequent and regular basis;

q   Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.

3. Assists networks administration, focusing on achievement of the following results:

q   Assistance in trouble-shooting and monitoring of network problems;

q   Response to user needs and questions regarding network access;

q   Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.

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

q   Maintenance of an up-to-date inventory of software and hardware;

q   Maintenance of a library of ICT related reference materials;

q   Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit;

q   Maintenance of the filing system ensuring safekeeping of confidential materials;

q   Extraction of data from various sources;

q   Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required.

5. Ensures facilitation of Video Conferences and Communications in the office, focusing on achievement of the following results:

q   Installs, configures and tests audio, video conference and desktop video conference hardware/software using available communication and network connectivity;

q   Assists in meetings preparation by preparing and configuring conference hardware in various locations and operates equipment during conferences;

q   Provides support and training for new users of conference systems and applications;

q   Provision of other required ICT support to key events.

6. Ensures facilitation of knowledge building and knowledge sharing in the Country Office, focusing on achievement of the following results:

q   Participation and assistance in the organization of training for office staff on ICT issues;

q   Sound contributions to knowledge networks and communities of practice.

The key results have an impact on the overall efficiency of the Regional Hub and Country Office including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.

VI. Recruitment Qualifications

Education:

Thai National with Secondary Education or equivalent.

University Degree in Computer Science or related fields would be desirable, but it is not a requirement.  Microsoft Certified Professional (MCP) would be an advantage.

Experience:

Minimum 5 years for Secondary School, or 3 years for a Bachelor’s degree holder, of relevant working experience, including network administration, support to management of hardware and software platforms, telecommunications facilities, Video Conferencing systems, knowledge of Windows-based packages/applications.

Language Requirements:

Fluency in English and Thai.