ITC Assistant - Global Office of & Foresight, Florence, Italy

Organization: Unicef

Country: Italy

City: Florence

Office: UNICEF Innocenti Research Centre, Florence

Closing date: Thursday, 16 February 2023

ITC Assistant - G5 - Temporary Appointment (364 days) Global Office of Research & Foresight, Florence Italy

Job no: 559111

Position type: Temporary Appointment

Location: Italy Division/Equivalent: Programme

School/Unit: Florence, Italy

Department/Office: Innocenti-Global Off Research &Foresight

Categories: Partnerships

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Research

Organizational Context and Purpose for the job:

UNICEF is a leading humanitarian and development agency working globally for the rights of every child. Child rights begin with safe shelter, nutrition, protection from disaster and conflict and traverse the life cycle: pre-natal care for healthy births, clean water and sanitation, health care and education. UNICEF has spent nearly 70 years working to improve the lives of children and their families. Working with and for children through adolescence and into adulthood requires a global presence whose goal is to produce results and monitor their effects. UNICEF also lobbies and partners with leaders, thinkers and policy makers to help all children realize their rightsespecially the most disadvantaged.

UNICEF Innocenti is the dedicated research office for UNICEF at Innocenti in Florence Italy. It undertakes and commissions research on emerging or current issues of relevance for children to inform the strategic directions, policies and programs of UNICEF and its partners. The Office explores emerging issues, identifies research gaps, brings together existing researchers, and supports or undertakes research and data collection to address critical questions to inform global debates.

Purpose of the position:

The ICT Assistant is accountable for the delivery of effective and efficient first line support services to all Innocenti office staff and consultants. Responsible for diagnosing, resolving or escalating Help Desk calls and other duties related to IT applications or processes in a timely manner. The incumbent provides effective support for routine ICT tasks for the Innocenti ICT Office. He/she supports migration related to new technologies and provides support and guidance to users.

Key functions, accountabilities, and related duties/tasks:

Within the delegated authority and under the given organizational set-up, the incumbent may be assigned the primary, shared, or contributory accountabilities for all or part of the following areas of major duties and key end-results: 1. Timely and effective Innocenti Help Desk first line support is provided related to UNICEF personal computers and peripherals

Provides user support for all UNICEF desktop computers, printers and laptops/notebooks, docking stations, peripherals and handhelds. Resolves calls received from users, and, as necessary, seeks further support from senior ICT Associate, Subject Matter Experts (SMEs), or external vendors for resolution

Assists new users with first sign-on and explains UNICEF basic IT procedures

Keeps the users informed of their calls‘ status as appropriate

Provides support for conference rooms and video conference setup

Keeps all ICT staff informed of notable trends, solutions, fixes, delays that are in effect and any new processes

2. Effective support is provided for the implementation of IT initiatives

Assists to plan and implement new IT initiatives or migration projects, including rollout of new installations, upgrades of hardware, software, or operating systems

Provides input and offers suggestions during pilot testing and evaluation of new hardware, software, and applications that are to be selected as UNICEF standard

3. Documentation on support processes and procedures is kept up to date

Assists to create, update and organize documentation on local support processes and procedures

Maintains internal resource databases for common utilities used by local office and global ICT

Contributes to updating the database of known errors, fixes, solutions and workarounds (knowledge base)

4. Database of ICT equipment assigned to users is kept up to date

Keeps track of equipment assigned to users and records equipment type and asset/inventory numbers in local database / VISION

Checks equipment released from users and updates database records

5. Contribution to enhance user support and guidance is provided

Provides quality support and guidance to users

Actively participates in user training sessions, and Computer Focal Point meetings and workshops to better respond to queries from users

Ensures compliance with IT policies and guidelines, established processes and procedures by all team members

6. Message Broadcast mailbox is monitored in accordance with the policy

Monitors the Message Broadcast mailbox and broadcast messages to staff and/or consultants in accordance with the established policy. Routinely cleans-up the mailbox

7. Assignments of additional duties and responsibilities are effectively performed

Performs any additional assignments as requested by the supervisor

Other Job factors:

Scope of the responsibility of the job is to provide first line ICT support to all UNICEF Innocenti users

The incumbent exercises judgement in deciding on when to liaise with other ICT colleagues, GSSC support and others.

The incumbent refers to the supervisor the issues that are beyond his expertise, require a management solution or if some deviations from procedures and standards is required. Any deviation from IT standards requires the approval of the supervisor.

The incumbent frequently works with Customer Support Services, SMEs, Operations Management consultants, and vendors for coordination, technical support and escalation.

The incumbent is expected to make recommendations for improvements to support services, and to contribute towards Global Help Desk guidelines.

Recruitment Qualifications:


Completion of Secondary education supplemented with formal training at university level in Computer Science, Information Systems, Telecommunication, Engineering.

Training in appropriate disciplines, in networking, telecommunications technologies and Computer related certifications (e.g., A+ certification).

ITIL Foundation Certificate or equivalent customer support certification is an asset.


Five years practical work experience in information technology, requiring systematic methods of troubleshooting and analytical problem solving.

Experience in providing assistance to users on IT products and services, as well as use of applications and diagnostic tools.

Practical experience in providing technical and business Customer Support and Services.

Practical experience and working knowledge of various computer platforms and applications.

Language Requirements:

Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or the local language is an asset

Technical Knowledge:

Common Technical Knowledge Required o Practical knowledge of software information management, data processing applications, database development, network administration, data communications, telecommunications, hardware and software installation, service management, end-user assistance, preparation of end-user documentation and manuals. o UNICEF Field Offices environment and use of ProMS and/or SAP o Knowledge of Help Desk tools and processes

Specific Technical Knowledge Required o Practices and principles of services management o Systems rollout and implementation in large scale IT environment o Practices and principles of systems support o Practices and principles of IT analysis, planning, design, implementation and problem resolution

Technical Knowledge to be Acquired/Enhanced o Understanding of UNICEF IT policies, procedures and guidelines (including Information Security Policy, Standards and Electronic Code of Conduct). o Understanding and keen awareness of trends and development in information technology fields. o Understanding of UN Mission and system; and International Code of Conduct o Understanding of UNICEF Mission Statement and observance of UNICEF Guiding Principles.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are...

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.


UNICEF appointments are subject to medical clearance. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Advertised: Feb 02 2023 W. Europe Standard Time Application close: Feb 16 2023 W. Europe Standard Time

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Closes Feb 16 2023

ITC Assistant - G5 - Temporary Appointment (364 days) Global Office of Research & Foresight, Florence Italy in Italy

We are seeking a suitably qualified ICT Assistant to support our busy ICT section in the delivery of first line support services to all staff and consultants. The successful candidate will be responsible for diagnosing, resolving or escalating Help Desk calls and other duties related to IT applications or processes in a timely manner. The incumbent will also provide effective support for routine ICT tasks and guidance to users across the office in addition to supporting migration related to new technologies.

Link to the organization’s job posting: