Background
UNDP is working with the Government of Bangladesh, civil society, national partners and the people of Bangladesh to help find solutions to persistent development challenges. We work to build lasting institutional capacity, provide technical expertise to improve development outcomes, and help link the Government and people of Bangladesh to innovative global solutions in areas such as improved data quality and collection, strong and accountable governance mechanisms and capacities to respond effectively to conflict and disasters, better environmental management, climate change finance and adaptation.
The ICT team plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.
As part of UNDP’s global shift toward innovation and digital public infrastructure, the ICT team is also increasingly engaged in supporting initiatives related to data science, automation, cybersecurity resilience, digital solutions, and the integration of artificial intelligence (AI) in development operations. This forward-looking role ensures that the Country Office remains digitally agile, enabling smarter decision-making, improved service delivery, and greater adaptability in a rapidly changing digital landscape.
UNDP personnel are united by a common purpose: to help countries and communities worldwide pursue peaceful, prosperous lives lived in harmony with the planet. UNDP’s Country Office in Bangladesh supports other UN Agencies based in the UN Common Premises of IDB Bhavan. By hiring the ICT Assistant, the UNDP will ensure the smooth provision of ICT support services to UNDP CO, projects and other UN agencies.
Duties and Responsibilities
The key duties and responsibilities of the ICT Assistant are listed below.
1. Ensures Efficient User Support and ICT Service Delivery
Provide end-user technical support, ensuring that all ICT tickets and queries are logged, tracked, and resolved in accordance with Service Level Agreements (SLAs). Escalate complex issues to Supervisor, Global User Support (GUS), Regional ICT teams, or relevant central teams for RSC-related matters. Assist users in the operation and troubleshooting of office technology, including Microsoft Windows workstations, Office 365 apps, Adobe Acrobat, Microsoft Intune, DocuSign, Teams, Zoom, and SharePoint. Provide ICT support during non-working hours according to the duty roster maintained by the Head of ICT.2. Supports Effective ICT Infrastructure and Asset Management
Support the setup, configuration, monitoring, and maintenance of office ICT infrastructure such as servers, network switches, access points, IP telephony (IPBX), video conferencing units, printers, scanners, and Wi-Fi controllers. Provide basic hardware troubleshooting, including replacing components such as hard drives, memory, cabling, and power supplies. Support and maintain and regularly update the ICT inventory, including hardware, software licenses, and telecom equipment. Participate in environmentally sustainable ICT practices, including proper disposal of e-waste and promotion of energy-efficient technologies.3. Supports ICT Policy Implementation, Compliance, and Risk Management
Ensure all systems and workstations comply with security guidelines, including antivirus protection, operating system patches, and vulnerability remediation. Apply software upgrades and security patches in coordination with the ICT security team and in accordance with corporate standards. Monitor and respond to threats, ensuring virus detection, removal, and data protection measures are applied effectively across all systems. Support business continuity and disaster recovery procedures through scheduled backups and updates to recovery plans.4. Facilitates Knowledge Building, Digital Literacy, and User Training
Provide one-on-one coaching to staff, promoting digital inclusion and the effective use of collaborative tools such as SharePoint, Teams, and OneDrive. Contribute to the digital knowledge management efforts, including organizing shared drives and supporting internal information-sharing platforms.5. Supports Digital Transformation, Innovation, and Automation
Support the rollout and adoption of innovative digital platforms and services aligned with UNDP’s global digital strategy. Assist in automating routine business processes using tools like Microsoft Power Automate and SharePoint workflows. Participate in the testing and localization of global digital systems and tools to improve programme and operational efficiency.
The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.
Institutional Arrangement
Under the guidance and direct supervision of the Head of ICT, the ICT Assistant provides ICT and administrative services to the ICT unit and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.
Competencies Core Achieve Results: LEVEL 1: Plans and monitors own work, pay attention to details, deliver quality work by deadline Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in the face of adversity, confident Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies Thematic Area Name Definition Business Management Results-based Management Ability to manage the implementation of strategies, programmes, and projects with a focus at improved performance and demonstrable results. Knowledge and understanding of relevant theories, concepts, methodologies, instruments, and tools. Business Management Customer Satisfaction/Client Management Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients' immediate requests, Ability to anticipate client's upcoming needs and concerns. Business Management Working with Evidence and Data Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making. Business Management Digital Awareness and Literacy Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to se them as needed. Knowledge of the usage of digital technologies and emerging trends. Information Management & Technology IT Customer Support Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 is desirable. ITIL certification or similar is desirable. Information Management & Technology User Experience and business Analyst Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset. Information Management and Technology Network, Communication, and Infrastructure Management Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
Required Skills and Experience
Education:
Secondary education is required. University degree (Bachelor´s degree) in Computer Science and Engineering, Electrical and Electronics Engineering, and any other related fields will be given due consideration but is not a requirement.Experience:
Minimum 4 years (with Secondary education) or 1 year (with Bachelor´s degree) of relevant experience in ICT functions.Required Skills:
Experience on Office 365.Desired Skills:
Experience/Knowledge in network (LAN/WAN) administration. Experience on Microsoft Intune. Experience on Help Desk Support. Experience on IP PBX Experience on Controller based WI-FI system. Experience on AD, DNS, DHCP and Radius servers Excellent communication, interpersonal and writing skills. Experience on Video Conference system (MS Team & Zoom) Exposure to automation and workflow tools (e.g., Power Automate, Zapier) Awareness of cloud-based identity and security concepts (e.g., Azure Active Directory, MFA, Conditional Access) Proven experience and ability to delivers optimal IT solutions within defined resource parameters. Proven ability to Correctly applies knowledge of specialized IT disciplines Excellent computer skills/experience and proficiency in spreadsheet and database applications. Use and troubleshooting of hardware/software & telecommunications facilities. Proven Knowledge of Microsoft Office, Windows 10/11, Windows server background is desired. Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset. Experience in the development, INGO’s and UN agencies will be considered an asset.Required Languages:
Fluency in English and Bangla is required.Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.
UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.
Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.
Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
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