UN Women ICT Associate, Nairobi, KENYA, NPSA6

Background:

UN Women, grounded in the vision of equality enshrined in the Charter of the United Nations, works for the elimination of discrimination against women and girls; the empowerment of women; and the achievement of equality between women and men as partners and beneficiaries of development, human rights, humanitarian action and peace and security.

UN Women is establishing a new Global Office in Nairobi, Kenya, as part of its organizational realignment. The ICT Associate will be a member of the global ICT helpdesk team and will serve as the local ICT support resource for the Nairobi office, ensuring that personnel receive timely and reliable technical assistance. The role is primarily hands-on, focused on local helpdesk support, infrastructure maintenance, and user engagement, working in close coordination with the ICT team at Regional Office ESA (East & Southern Africa) and global IST teams at headquarters, including Information Security, Platforms and Service Delivery, and Enterprise Applications.

Under the direct daily operational supervision of the ICT Analyst, Regional Office East & Southern Africa, and the overall supervision of the Platforms and Service Delivery Manager (dotted line), Information Systems and Telecommunication Office, the incumbent ensures the delivery of high-quality ICT support services. This includes maintaining compliance with corporate standards, ensuring the timely resolution of incidents, and promoting effective user engagement through training and knowledge sharing.

Duties and Responsibilities:

1. ICT Support and Service Delivery

• Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with appropriate priority levels.
• Investigate, diagnose, and resolve common hardware, software, and connectivity issues; escalate complex or unresolved issues to the relevant global IST teams.
• Provide first-level support for corporate applications, including Quantum ERP, Performance & Results Integrated System for Management (PRISM), and Microsoft 365, escalating functional or system-level issues to the relevant teams at headquarters.
• Communicate incident status and resolution updates to end users promptly, ensuring a positive user experience.
• Collect and consolidate user requests and feedback, reporting recurring issues to the supervisor for systematic improvements.

2. Hardware, Software, and Local Infrastructure Support

• Install and configure UN Women standard ICT hardware and software in accordance with corporate standards and guidelines.
• Implement and maintain security measures, timely system updates and OS/application patches as directed by the global Helpdesk team.
• Ensure adherence to UN Women ICT policies, standards, and guidelines.
• Monitor the local network environment, including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team at headquarters.
• Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure services, under guidance from the supervisor.

3. IT Asset Management

• Maintain a complete and accurate inventory of all ICT assets in the Nairobi office, including hardware, software licenses, peripherals, and network equipment.
• Support local ICT procurement by providing technical specifications and reviewing quotations, in coordination with the supervisor and Procurement teams.
• Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
• Manage and maintain local office technology, including printers, digital signage, and room booking systems.

4. Training and Knowledge Management

• Deliver training on standard computing and productivity tools using tools provided by UN Women IST.
• Contribute to team knowledge sharing and maintain the Knowledge Base.
• Support onboarding of new personnel by delivering ICT orientation, provisioning accounts and equipment, and ensuring completion of mandatory security training.
• Document local procedures, workarounds, and frequently asked questions to build a Nairobi-specific knowledge repository, contributing to the global Knowledge Base.

5. Collaboration and Coordination

• Serve as the local ICT point of contact for the Nairobi office, performing delegated tasks including user account management, shared mailbox and distribution list administration, and check-in approvals, in accordance with the ICT Focal Point Delegation of Authority and under guidance from the supervisor.
• Work closely with the global IST teams (Information Security, Platforms and Service Delivery, Enterprise Applications) to ensure alignment with corporate standards and timely resolution of issues requiring global team support.
• Liaise with other UN agencies and service providers in Nairobi (e.g., host agency, local UN common services) on shared ICT services and infrastructure, under guidance from the supervisor.
• Coordinate with local vendors for printing, connectivity, and maintenance services as required.
• Attend IST team meetings and provide timely updates on Nairobi office ICT status, issues, and user feedback.

6. Audiovisual and Conferencing Support

• Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments using MS Teams, Zoom, and similar platforms.
• Manage and maintain video conferencing facilities in the Nairobi office, including setup, testing, and troubleshooting for hybrid meetings and events.
• Provide technical support for meetings, town halls, and events hosted at the Nairobi office.

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

Core Values:

• Integrity;
• Professionalism;
• Respect for Diversity.

Core Competencies:

• Awareness and Sensitivity Regarding Gender Issues;
• Accountability;
• Creative Problem Solving;
• Effective Communication;
• Inclusive Collaboration;
• Stakeholder Engagement;
• Leading by Example.

Please visit this link for more information on UN Women’s Values and Competencies Framework:

Functional Competencies:

• Good working knowledge of IT infrastructure, including hardware, networking basics, and operating systems.
• Proficiency in Microsoft 365 end-user support and basic administration.
• Familiarity with ITSM tools and helpdesk ticketing workflows.
• Basic knowledge of information security principles, including endpoint protection and access controls.
• Ability to troubleshoot common hardware, software, and connectivity issues, and to know when to escalate.
• Strong client-service orientation with ability to communicate technical concepts to non-technical users in a clear and patient manner.
• Ability to work as part of a distributed team, following guidance from remote supervisors and collaborating effectively with colleagues across time zones.
• Strong organizational skills with ability to prioritize and manage multiple tasks simultaneously.
• Ability to establish and sustain effective working relationships with colleagues, vendors, and inter-agency counterparts in a multicultural environment.

Education and Certification:

• Completion of secondary education is required.
• Bachelor's degree in information technology or relevant equivalent field is an asset.
• Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.

Experience:

• At least six years (or 3 years with a bachelor’s degree) progressively responsible. experience in ICT helpdesk support, desktop administration, and end-user services, is required.
• Experience with Microsoft 365 end-user support is required.
• Experience with ITSM ticketing tools is required.
• Experience with basic network troubleshooting and local infrastructure support is required.
• Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
• Experience supporting in SharePoint and ERP systems is desirable.
• Experience working in a UN system organization or international organization is desirable.

Languages:

• Fluency in English is required.

• Knowledge of Kiswahili is desirable.

• Knowledge of any other UN official language is an asset.

Statements :

In July 2010, the United Nations General Assembly created UN Women, the United Nations Entity for Gender Equality and the Empowerment of Women. The creation of UN Women came about as part of the UN reform agenda, bringing together resources and mandates for greater impact. It merges and builds on the important work of four previously distinct parts of the UN system (DAW, OSAGI, INSTRAW and UNIFEM), which focused exclusively on gender equality and women's empowerment.

Diversity and inclusion:

At UN Women, we are committed to creating a diverse and inclusive environment of mutual respect. UN Women recruits, employs, trains, compensates, and promotes regardless of race, religion, color, sex, gender identity, sexual orientation, age, ability, national origin, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, integrity and organizational need.

If you need any reasonable accommodation to support your participation in the recruitment and selection process, please include this information in your application.

UN Women has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UN Women, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to UN Women’s policies and procedures and the standards of conduct expected of UN Women personnel and will therefore undergo rigorous reference and background checks. (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.)

Note: Applicants must ensure that all sections of the application form, including the sections on education and employment history, are completed. If all sections are not completed the application may be disqualified from the recruitment and selection process.