UNAIDS is Urgently Looking For an Assistant ICT Professional in Kenya

We, the Joint United Nations Programme on HIV/AIDS, lead the global effort to end AIDS as a public health threat by 2030. By placing the Sustainable Development Goals (SDGs) related to reduction of inequalities at the heart of our work, we lead the global response to AIDS by: (i) maximizing equitable and equal access to HIV services, (ii) breaking down barriers to achieving HIV outcomes, and (iii) integrating efficient HIV responses into wider health and protection systems.

We are committed to creating an equal, safe and empowering workplace culture where all people in all their diversity thrive. We live our values of Commitment to the AIDS Response, Integrity and Respect for Diversity. You can access the full UNAIDS Competency Framework at www.unaids.org

Within the Management Department, the department ensures that information technology is a strategic enabler of the vision of Getting to Zero, and contributes to the transition from managing a disease to ending an epidemic. The ICT team makes new ways of collaboration possible, facilitates greater sharing of knowledge and provides new tools to reach out and communicate with our key stakeholders and constituencies. To play this critical role, the department is an agent of change, contributing to making UNAIDS work fast, smart and efficiently.

1) Service Desk First Level Support
a. Provide technical assistance to incidents reported through the Global Service Desk IT management system according to Service Level Agreement (SLA).
b. Timely escalate incidents to the second level, and service providers to ensure they are resolved within the SLA.
c. Provide technical and operational support to users for calls coming in via the Global Service Desk hotline, e-mail, or tickets via the self-service tool on the catalog.
d. Provide support to the Manager, IT Operations to identify areas which need coaching and training with the aim to reduce helpdesk calls and enhance user self- reliance.
e. Ensure timely configuration and deployment of desktop/laptop equipment to staff, both in headquarters and in regional/country offices, providing first level support and escalating to proximity support and external vendors where applicable
f. Perform all other related duties or assignments as assigned by the GSD Co-Ordinator and participate in on-call rotation.

2) Event and meeting support
a. Provide technical support for online/hybrid events.

3) ICT learning Support
a. Assist in delivering and organizing, group learning sessions, hands-on sessions, demo sessions, and customization of learning activities to suit individual, workgroup and organizational learning needs.
b. Provide support to the delivery and evaluation of a comprehensive and innovative, ongoing IT training programme for UNAIDS staff in Geneva, the RSTs, and country offices.
c. Contribute to a positive attitude among staff toward technology utilization.
d. Assists in identifying and populating knowledge base articles for UNAIDS staffs
e. Assist in the implementation and running of ServiceNow.

Desirable:
University degree at Bachelor’s degree level or equivalent in Information Technology, Computer Science or related field, ITIL Certification and experience with ServiceNow ITSM tool.

Core competencies:
1. Working in teams
2. Communicating with impact
3. Applying expertise
4. Delivering results
5. Driving change and innovation
6. Being accountable

Desirable:
Experience supporting Microsoft Azure projects implementation.

Desirable:
Knowledge of UN official languages, especially French.

Furthermore, we will only accept online applications for General Service vacancies.

Other similar positions at the same level may be filled from this vacancy notice.

Only candidates under serious consideration will be contacted.

UNAIDS is committed to providing a work environment that respects the inherent dignity of all persons. UNAIDS has a responsibility to take all appropriate steps to prevent and respond to discrimination, abuse of authority, and harassment, including sexual harassment in the workplace or in connection with work. UNAIDS has zero tolerance towards abusive conduct.