ICT Help Desk Support (1 vaga) (Office based) [Open to internal and external applicants]

Tiered Approach

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

• Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
• Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
• Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
• Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.

Background

As all countries around the globe are seeking new ways to address complex and interconnected challenges such as shocks from crises, economic stagnation, inequality and poverty, providing access to clean and affordable energy, protect the environment, or mitigating and adapting to climate change, UNDP aims to develop integrated responses to these issues.

UNDP is the knowledge frontier organization for sustainable development in the UN Development System and serves as the integrator for collective action to realize the Sustainable Development Goals (SDGs). In addition to multi-lateral and bi-lateral partnerships, UNDP provides countries with specialized integrated technical services for eligibility assessment, programme/project formulation and implementation, capacity development, policy advice, technical assistance, training and technology transfer, mobilization of co-financing, implementation oversight, results management and evaluation, performance-based payments and knowledge management services.

The UNDP Country Office (CO) in Brazil is a key development partner of the Brazilian government and supports national and sub-national public and private sector institutions and civil society to achieve a more sustainable and inclusive society by strengthening democratic institutions, improvement of governance effectiveness, reduction of poverty and inequalities and addressing climate change and biodiversity issues.

In the pursuit of aligning organizational resources with UNDP strategic objectives and serving as the overarching framework to propel the operational reform agenda and streamline the United Nations' (UN) operational presence in Brazil, the Country Office (CO) has structured its functional organization into three primary domains: the management support functions, the Programme team, and the Operations Team. The Operations Team is further comprised of units encompassing Finance, Human Resources (HR), Support to Projects, and the Common Back Office (CBO), which encompasses common services for the UN House, including Information and Communication Technology (ICT), Administration and Logistics, Procurement and Travel, and HR services tailored for UN entities and Protocol. All of these units bear the responsibility for ensuring the adherence to UN principles and UNDP policies and procedures in the realm of operational functions.

The Operations Team plays a pivotal role in enhancing the efficacy of UN operational services and UNDP Brazil. It does so by crafting a comprehensive service delivery platform aimed at providing operational solutions to all UN entities and UNDP programs and projects. Moreover, it coordinates operational services and explores their potential expansion to the UN Common Back Office.

Under the overall guidance of the UNDP Operations Manager in her role of the Common Back Office Manager and direct supervision of the ICT Analyst, the ICT Help Desk Support provides ICT and administrative support services to the CBO, provides daily technical support to users of information management tools and technology infrastructure. The ICT Help Desk Support promotes a client-oriented approach.

The ICT Help Desk Support works in close collaboration with the members of the CBO, Front Office, and relevant UN personnel in the CO and HQ to exchange information and ensure consistent service delivery.  

The key results have an impact on the overall efficiency of the CBO including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.

Duties and Responsibilities

Summary of key functions:

1.    Provide support for the implementation of ICT management systems and strategies

• Assist with routine ICT activities, including basic testing of applications and digital tools, following established procedures and instructions.
• Maintain simple records of ICT activities and report technical issues to the responsible ICT personnel.

2. Provide support effective functioning of the CO (Country Office) hardware and software packages

• Support to respond to basic user requests related to computers, printers, mobile devices, standard applications, and other ICT equipment, providing initial assistance and referring unresolved issues to the ICT team.
• Support with the preparation of equipment for users, the installation of approved applications, and routine equipment and inventory checks, following established procedures.

3. Provide support to networks administration

• Assist users with basic connectivity issues involving Wi-Fi, internet access, VPN, and corporate networks, referring unresolved problems to the responsible ICT personnel.
• Assist with routine user access requests and report connectivity interruptions or suspected security issues in accordance with established procedures.

4. Provide administrative support

• Register and update ICT support requests in the designated system and maintain basic records of equipment, repairs, warranties, and related activities.
• Assist with the distribution, return, repair, replacement, and disposal of ICT equipment, as well as monitoring supplies and reporting replenishment needs.

5. Support knowledge building and knowledge sharing in the CO

• Provide basic guidance to users on commonly used ICT applications, tools, and services, including established cybersecurity practices.
• Assist with updating simple user instructions and documenting frequently reported issues and their solutions.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Project
 

Institutional Arrangement

The ICT Help Desk Support works in the local ICT team for CBO and reports directly to the ICT Manager.

Competencies

Core competencies

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers 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 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

Business development | Knowledge Generation: Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations. 

Business development | Collective Intelligence Design: Ability to bring together diverse groups of people, data, information, ideas, and technology to solve problems and design solutions or services. Knowledge and understanding of Collective Intelligence Design principles, methodology and practices. 

Business management | Communication: Ability to communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate.
channels.

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 use them as needed. Knowledge of the usage of digital technologies and emerging trends.

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.

Digital | Tech literacy: Ability to apply new digital tools or adapting their original use to create new insights, fresh perspectives or develop solutions. Understand the potential as well as the limitations of certain technological developments; being able to identify how technology can add value when it's used as a "means to an end".

Ethics | UN policy knowledge – ethics: Knowledge and understanding of the UN Staff Regulations and Rules and other policies relating to ethics and integrity

Required Skills and Experience

Min. Education requirements

• Secondary education is required;

Min. years of relevant work experience:

• Minimum three (3) years of experience in ICT, including network support, support to management of hardware and software platforms, telecommunications facilities, Windows-based packages/applications presential and remote support.

Required Skills:

Experience with ICT tools and equipment, including computers, printers, standard software applications, and basic user support.

Desired skills in addition to the competencies covered in the Competencies section:

• A university degree (bachelor´s degree) in Computer Science or ICT or equivalent.
• Experience providing technical support for hardware, software and operating systems in corporate environments.
• Experience operating and supporting audiovisual and videoconferencing equipment, including meeting room technologies, Teams, Zoom, cameras, microphones, projectors and hybrid events support.
• Experience using AI-powered productivity tools (Microsoft Copilot and Google GEMINI) to improve IT support processes and user productivity.
• Experience in endpoint basic management using Microsoft Intune, Autopilot, Entra ID and Microsoft 365.
• Experience in IT asset management, including inventory control, asset tracking, equipment deployment and maintaining accurate asset records.
• Experience with Microsoft 365 administration and user support, including Teams, Outlook, OneDrive and SharePoint.

Required Language(s):

• Fluency in Portuguese is required;
• Working knowledge in English is desirable.

Professional Certificates:

Certifications in ICDL, ITIL and/or MCP are desirable. Formal training in helpdesk (hardware and software) is accepted.

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.

Use of AI by candidates

Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection

Scam alert

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.

Data Privacy

Please click here to view UNDP Data Privacy Statement