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TERMS OF REFERENCE
| Title of Assignment |
Local ICT Help Desk Assistant |
| Section |
ICT and Innovation |
| Location |
ESARO Nairobi, Kenya |
| Duration |
10 Months |
| Start date |
From: 15/01/2021 |
To: 15/11/2021
|
Background and Justification :
Mission of UNICEF is to promote rights of children, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life, in its social, political, economic, civic and cultural dimensions, her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens, addressing inequity, not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. Therefore, the focus on equity is vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.
In addition to regional oversight and innovation functions, and as part of a common services approach, the Regional ICT Section provides support to the UNICEF Kenya Country Office (KCO) and the East and Southern Regional Office (ESARO) in ICT (information and communication technology), including information systems for programs, internal operations and management.
The common services unit in ESARO ICT section is responsible for planning, developing and implementing cost effective, innovative and secure ICT services, namely networks, security, servers and storage, telephony, video and directory services; for setting and enforcing common ICT standards and for managing central ICT services for the KCO and ESARO.
The individual contractor (IC), will work under the ICT Common Services Unit. The incumbent will be accountable for providing ICT Support Services to the end users in accordance with the UNICEF ICT policies and security guidelines
Scope of Work :
Main Purpose and Role :
The primary purpose of the individual contractor’s assignment is to strengthen ICT operational effectiveness.
The Individual Contractor is a: (1) First Line ICT Help Desk support, provide resolution to ICT related problems to end users. S/he independently resolves most ICT problems reported remotely or in person or through service management tools. (2) Second Line ICT Help Desk support, S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc. (3) An ICT Move Add and Change analyst. S/he installs, configures, and removes end user’s ICT equipment. (3) an expert, in Desktop/Laptop, Printer, Scanner, Email and standard office software.
The IC is responsible for end user support, end user ICT equipment installation, maintenance, meeting and conference support as well as orientation and training to end users. Will also provide backup technical support to administration, maintenance, configuration, installation of ICT infrastructure. S/he can operate, diagnose and maintain all conference services including audio, video and web. S/he can maintain and perform basic diagnosis on LAN/WAN/WiFi infrastructure.
| Deliverables |
Duration (Estimated # of days or months)
|
Timeline/ Deadline
|
Schedule of Payment
|
Help Desk Assistant (First line)
- Provides first line support to end users on standard ICT products and services received via phone-in, walk-in users; calls received through Service Management tools.
- Manages lifecycle of service calls assigned to him/her till calls are resolved and closed
- Resolves calls as per service level agreements.
- Manages first line queue in service management tools.
- Resolves support calls related to UNICE standard software and hardware including Office 365 Products, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc.
- Provides training, orientation on end user ICT products and services.
- Writes brief how to documents on ICT products and services for end users.
|
Varies as per demands of office
|
Rolling basis, monthly
|
Monthly
|
Help Desk Assistant (Second line)
- Provides second line support on standard ICT products and services.
- Resolves critical support calls or incidents reported by end users. Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems.
- Manages lifecycle of incidents assigned to him/her in service management tools
- Resolves incidents related to UNICE standard software and hardware including Office Products, email, cloud services, operating systems, laptops, desktops etc.
|
Varies as per demands of office
|
Rolling basis, monthly
|
Monthly
|
Move, Change and Add Assistant
- Installs, configures and maintains new end user ICT equipment including desktops, laptops, printers, scanners etc.
- Rolls out UNICEF standard operating systems in end user computers
- Rolls out UNICEF standard software in end user computers
- Sanitizes end user ICT equipment off UNICEF data before disposing.
- Advices users about lifecycle of end user ICT equipment.
- Provides basic support to Android and Apple smartphone management.
|
Varies as per demands of office
|
Rolling basis, monthly
|
Monthly
|
Focal person for meeting support
- Facilitates ICT support to inhouse/outside meetings, conferences, workshops etc.
- Liaises with event focal person on ICT need assessment.
- Co-ordinates with facilities focal person on the available ICT facilities.
- Arranges necessary ICT facilities for the meeting.
- Provides ICT support during the meeting.
- Sets up and manages conference services for the meeting.
- Provides BCP support outside office to specific and selective Sr. Staff as advised by ICT manager, common services unit.
|
Varies as per demands of office
|
Rolling basis, monthly
|
Monthly
|
System Administrator
- Works as a standby administrator to ICT network and server equipment in zone offices
|
Varies as per demands of office
|
Rolling basis, monthly
|
Monthly
|
Payment Schedule :
Payment is on monthly basis. The Individual Contractor (IC) should submit at the end of each calendar month. S/he should mention the period by starting and end date for which the invoice is being submitted.
Partial payment will be made based on the number of days completed.
Total working days in a month is as per UN work hours and days excluding UN holidays.
Desired competencies, technical background and experience :
- Education : Minimum High School Completion certificate. A university degree is preferable ;
- Advanced diploma or equivalent background in Computer Science, Information Science, Business Administration, Engineering, or related area. Certification in ITIL, CompTIA Network+/A+ or equivalent are assets ;
- Minimum of five years of relevant work experience ;
- Competencies i.e. network administration, and help desk support services, messaging and database administration. Experience in an international organization is desirable. Expert in Windows Operating Systems (Windows 10), Office Productivity Suite, Emails, Webinar platforms, Computer Hardware etc. Expert in troubleshooting Desktops, Laptops, Printers etc. ;
- Languages needed : Fluency in English and Swahili
Administrative issues :
Availability of resources, focal points/contacts and how they will be accessible; Location and schedule for progress meetings throughout the contract duration (if required).
The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts. Interested candidates to indicate ability and availability for expected deliverables to undertake the terms of reference :
- The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts ;
- The contractor will work from the UNICEF Kenya office in Gigiri, Nairobi ;
- The applicant must be legally able to work in Kenya.
As per UNICEF DFAM policy, payment is made against approved deliverables. No advance payment is allowed unless in exceptional circumstances against bank guarantee, subject to a maximum of 30 per cent of the total contract value in cases where advance purchases, for example for supplies or travel, may be necessary.
Conditions :
As per UNICEF DFAM policy, payment is made against approved deliverables. The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts.
Risks : Unfriendly Help Desk service may cause productivity issue for the office. However other existing staff member can train the newcomer and hence mitigate any such risk.
How to Apply :
Interested candidates should apply online using the button below.
As part of their application, candidates should provide :
- A cover letter that specifies how you meet the desired competencies, technical background and experience (no more than 2 pages) ;
- A short CV (no more than 4 pages) ;
- A financial proposal that should include the total fees for the assignment.