ICT Assistant, G6 - Temporary Appointment under staff

Company:

World Health Organization

Location:

Mbabane, Hhohho, Swaziland

Posted:

April 22, 2024

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Description:

Schedule: Full-time

OBJECTIVES OF THE PROGRAMME

The country team is responsible for promoting technical cooperation, stimulating interest and coordinating assistance for health development based on global and regional strategies and WHO guidelines. It is also responsible for contributing to the collection,analysis and dissemination of health information.

DESCRIPTION OF DUTIES

The Country Office Information and Communication Technology(ICT) Assistant is assigned the following major duties or any other related responsibilities, as may be required, by his/her hierarchical supervisorscommensurate with the area of responsibility: 1. Support users in all application, software and hardware related issues;2. Ensures continuous and efficient IT services in the office; Manages software and updates.3. Respond,in a timely basis, to users' requests and update the FAQ and QA database accordingly;4. Record and manage requests using the official Ticket System software5. Ensure the troubleshooting of computers, printers and other devices; 6. Install,configure and maintain standard desktop configurations;7. Installand support printers, scanners and other similar devices;8. Generate and maintain standarddesktop configuration images for each model of desktop/laptop;9. Ensuresoftware and applications' troubleshooting;10. Installnecessary specific drivers and applications on computers;11. Contribute to the delivery of end-users'trainings in office applications, such as Microsoft office suite and othertools;12. Provide ITsupport during meetings held in the office;13. Install and configure mobile devices (smartphones, tablets) as necessary.14. Support the identification of staffITM capacity and skills gaps, propose and implement agreed skill enhancementand training measures.15. Maintains,diagnoses problems and repairs computer equipment.16. Conducts an inventory of computer equipment and software, and produces reports asrequired.17. Develops and shares a quarterly report on the inventory of computer equipment, as well as a monthly activity report.18. Maintain overall country office asset inventory, and provides quarterly reports for country office (hardware,software and licenses), and other asset reports as an when required.

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary education and technical training inelectronics/telecommunications, computer sciences or related field, fromrecognized institution.

Desirable: Degree in Computer Science, telecommunications or relatedarea would be an asset. Microsoft trainings/certifications will be an asset.

Experience

Essential: A minimum of eight years' experience in IT customer servicesand in an IT service-desk environment.

Desirable: Experience with UN Agencies would be an added advantage.

Skills

Work requires good knowledge of TCP/IP networks, Windows 10,Microsoft Active Directory and Azure AD;1. Very good knowledge of MicrosoftOffice 365 (Exchange Online, MS Office 365 product suite) and collaborativetools including Teams, OneDrive and SharePoint online; 2. Goodknowledge in Web technologies ; 3. Good knowledge of computer securityincluding firewall and Endpoint Detection and Response (EDR); 4. Good knowledge of Client Data backupapplication (Microsoft OneDrive, Windows Backup, Active Backup for Business); 5. Good knowledge of IP Telephonyincluding IP Phones, Softphones and SIP devices; some knowledge oftelecommunication systems including POTS, ISDN, VSAT and FDDI.6. ComputerProficiency in all major programmes and computer software applications. 7. Good aptitude in the analysis andthe resolution of the problems by using the tools and the resources available;8. Good aptitudeto write technical documentation; 9. Abilityto support, and maintain applications, apply IT knowledge to practicalsituations. 10. Supportinternal customers with IT assistance

WHO Competencies

Teamwork

Respecting and promoting individual and cultural differences

Communication

Use of Language Skills

Essential: Expert knowledge of English.

Desirable:

REMUNERATION

WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at SZL 354,995 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

This vacancy notice may be used to fill other similar positions at the same grade level

Only candidates under serious consideration will be contacted.

A written test and/or an asynchronous video assessment may be used as a form of screening.

In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: Some professional certificates may not appear in the WHED and will require individual review.

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.

Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States ( are strongly encouraged to apply.

Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to

An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

For information on WHO's operations please visit:

WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.

The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.

Please note that WHO's contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at .

This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.

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Position Objective

The objective of this position is to provide information and communication technology services to the WHO country office in Eswatini. The Information and Communication Technology (ICT) Assistant oversees the implementation of all ICT services at the level of his or her office of assignment. In collaboration with the ICT Management Team in the Regional Office for Africa, the ICT Officer ensures the effective functioning of the country office's ICT infrastructure with a view to achieving results. In addition, he or she acts as an interface with ICT service providers to ensure efficient and quality ICT services and maintenance in the office.

Job Description

The incumbent is responsible for executing the overall IT support functions to internal customers in the assigned cluster, to support the work and achievement of the country offices’ programme goals.

Duties require acting as focal point in all troubleshooting support services for designated clients involving extensive contact at all levels of the respective offices, within the Cluster, and with stakeholders, and suppliers, as authorized. The incumbent works on the basis of general instructions, from his own experience, according to the policies, procedures, rules and regulations of the Organization, ensures the proper functioning in the CSU team or depart.

Summary of Assigned Duties

1. Support users in all application, software and hardware related issues;

2. Ensures continuous and efficient IT services in the office; Manages software and updates.

3. Respond, in a timely basis, to users’ requests and update the FAQ and QA database accordingly;

4. Record and manage requests using the official Ticket System software

5. Ensure the troubleshooting of computers, printers and other devices;

6. Install, configure and maintain standard desktop configurations; Install and support printers, scanners and other similar devices; Generate and maintain standard desktop configuration images for each model of desktop/laptop;

7. Ensure software and applications’ troubleshooting;

8. Install necessary specific drivers and applications on computers;

9. Contribute to the delivery of end-users’ trainings in office applications, such as Microsoft office suite and other tools;

10. Provide IT support during meetings held in the office;

11. Install and configure mobile devices (smartphones, tablets) as necessary.

12. Support the identification of staff ITM capacity and skills gaps, propose and implement agreed skill enhancement and training measures.

13. Maintains, diagnoses problems and repairs computer equipment.

14. Conducts an inventory of computer equipment and software, and produces reports as required.

15. Develops and shares a quarterly report on the inventory of computer equipment, as well as a monthly activity report.

16. Maintain overall country office asset inventory, and provides quarterly reports for country office (hardware, software and licenses), and other asset reports as an when required.

Education and Experience

Education

Essential: Completion of secondary education and technical training in electronics/telecommunications, computer sciences or related field, from recognized institution.

Desirable: Degree in Computer Science, telecommunications or related area would be an asset.

Microsoft trainings/certifications will be an asset.

Experience

Essential: A minimum of eight years’ experience in IT customer services and in an IT service-desk environment.

Desirable: Experience with UN Agencies would be an added advantage.

Languages

Essential: Fluency in English.

Competencies and Functional Knowledge and Skills

Competencies

See WHO competency model - list in order of priority, commencing with the most important ones. who-enhanced-competence.pdf

1. Technical Expertise: demonstrates the required expertise and technical knowledge in functional area.

2. Manage resources effectively: ensuring the efficient use of WHO resources.

3. Teamwork: treats all people with dignity and respect and demonstrates ability to work constructively with people of diverse backgrounds and orientations. Respecting and promoting individual and cultural differences

4. Communication: expresses oneself clearly in conversation and produces effective written communications.

5. Producing results: produces and delivers quality results and committed to achieving outcomes.

Functional Knowledge and Skills

1. Knowledge of TCP/IP networks, Windows 10, Microsoft Active Directory and Azure AD;

2. Very good knowledge of Microsoft Office 365 (Exchange Online, MS Office 365 product suite) and collaborative tools including Teams, OneDrive and SharePoint online;

3. Good knowledge in Web technologies ;

4. Good knowledge of computer security including firewall and Endpoint Detection and Response (EDR

5. Good knowledge of Client Data backup application (Microsoft OneDrive, Windows Backup, Active Backup for Business);

6. Good knowledge of IP Telephony including IP Phones, Softphones and SIP devices; some knowledge of telecommunication systems including POTS, ISDN, VSAT and FDDI.

7. Computer Proficiency in all major programmes and computer software applications.

8. Good aptitude in the analysis and the resolution of the problems by using the tools and the resources available;

9. Good aptitude to write technical documentation;

10. Ability to support, and maintain applications, apply IT knowledge to practical situations.

11. Support internal customers with IT assistance