Background Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
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.
UNDP Iran ICT team provides ICT services to UNDP and other agencies residing in UN house as a managed common service. These services include but not limited to helpdesk support, Infrastructure (LAN/WAN) telecom (HF/VHF), Microsoft 365 and more. Scope of clients varies from UN staff to governmental partners due to extended digital platforms used in the system
Position Purpose:
Under the guidance and direct supervision of the ICT Analyst or his/her designated mandated representative(s), the ICT Assistant provides ICT and administrative support 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.
The ICT Assistant works in close collaboration with Programme, Operations and projects teams in the CO and UNDP HQ staff to resolve ICT- related issues.
UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
Support implementation of ICT management systems and strategies:
Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment. Provide inputs to CO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs). Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings. Provide ICT help desk support to colleagues in other agencies. Provide input to preparation of results-oriented workplans. Support the use of ERP functionality for improved business results and improved client services.Ensure effective functioning of the CO hardware and software packages:
Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.Assist in providing automation and digitalization support for both CO Operations and Programmes:
Assist in the installation of commercial and in-house developed software and related upgrades.Support network administration:
Monitor file server traffic, usage and performance on a frequent and regular basis. Assist in cloud-based backup and restoration procedures for local drives. Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis. Respond to user needs and questions regarding network access. Assist in trouble-shooting and monitoring of network problems. Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit. Maintain the filing system ensuring safekeeping of confidential materials. Provision of ICT support to key events.Ensure facilitation of knowledge building and knowledge sharing in the CO:
Participate and assist in the organization of training for the CO staff on ICT issues. Provide sound contributions to knowledge networks and communities of practice.The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization
Supervisory/Managerial Responsibilities: None
Think Innovatively: LEVEL 1
Open to creative ideas/known risks, is pragmatic problem solver, makes improvementsLearn Continuously: LEVEL 1
Open minded and curious, shares knowledge, learns from mistakes, asks for feedbackAdapt with Agility: LEVEL 1
Adapts to change, constructively handles ambiguity/uncertainty, is flexibleAct with Determination: LEVEL 1
Shows drive and motivation, able to deliver calmly in face of adversity, confidentEngage and Partner: LEVEL 1
Demonstrates compassion/understanding towards others, forms positive relationshipsEnable Diversity and Inclusion: LEVEL 1
Appreciate/respect differences, aware of unconscious bias, confront discriminationCross-Functional & Technical:
Business Management - Results-based Management:
Ability to manage programmes and projects with a focus on improved performance and demonstrable results.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 and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.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 desirable. ITIL certification or similar is desirable.Information Management & 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.Information Management & Technology - User Experience and Business Analyst:
Capacity to translate efficiently user needs into IT requirements around human-centered design.Language:
Fluency in English and Persian (Farsi) is required.