IT Helpdesk Assistant

Mission and objectives

UNDP is the leading United Nations organization fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in more than 170 countries, we help nations to build integrated, lasting solutions for people and planet. Development challenges in Papua New Guinea are as diverse and complex as the country itself. To address these complex development challenges and in consultation with stakeholders at national and sub-national levels, UNDP designed a Country Programme Document for Papua New Guinea 2024-2028 that responds systematically to root causes

Context

The programme builds on the UNDP position as a trusted partner in PNG. It supports government endeavors for realizing key development principles enshrined in the national constitution based on mutual respect, dignity, equity, integrity, non-violence and dialogue. Guided by the Programme, the Country Office’s policy, advisory, programmatic, and implementation services focuses on the following areas:

• Equality for women and girls
• Peace, governance and social cohesion
• Sustainable economic transformation
• Environment and climate change The country office is located in the capital city Port Moresby and hosts approximately 80 personnel. UNDP also maintains project office presence in Buka (Autonomous Region of Bougainville), Mendi (Southern Highlands Province), Wewak (East Sepik Province) and Wabag (Enga Province).

Task Description

Under the direct supervision of UNDP ICT Analyst, the IT Helpdesk Assistant will undertake the following tasks: A. First level support

• Provide first-level technical support to staff for hardware, software, network, email, Microsoft 365 and other IT-related issues.
• Receive, record, troubleshoot and resolve user requests through the IT service desk/ticketing system.
• Escalate complex or unresolved incidents to the ICT Analyst/IT team or relevant service provider. B. Computer and User Support
• Install, configure and maintain desktops, laptops, monitors, printers and other IT equipment.
• Support Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive and other approved applications.
• Assist users with password, MFA, account and basic access-related issues in accordance with established procedures.
• Prepare computers, accounts, peripherals and other IT equipment for new staff.
• Assist with collection of IT equipment and disabling/revoking access during staff separation, following established ICT and security procedures. C. Network and Connectivity Support
• Perform basic troubleshooting of LAN, Wi-Fi, VPN and Internet connectivity.
• Check network connectivity, cables, CCTV, access points and user network configurations.
• Escalate ISP, firewall and infrastructure issues when required. D. IT Service Management
• Monitor the helpdesk queue and ensure incidents and service requests are properly documented and followed up.
• Maintain accurate ticket information, resolution details and escalation records.
• Identify recurring issues and report them to the ICT team for corrective action.
• Maintain accurate records of IT equipment, software and assigned assets.
• Support equipment deployment, collection, relocation and disposal. E. ICT Operations Support
• Assist with ICT equipment setup for meetings, training, workshops and official events.
• Support video conferencing, meeting-room equipment, printers and other shared ICT facilities.
• Assist with ICT activities during office moves, relocations and emergency/DR exercises.

Competencies and values

☒ Adaptability and Flexibility ☒ Building Trust ☒ Client Orientation ☒ Commitment and Motivation ☒ Commitment to Continuous Learning ☒ Communication ☒ Creativity ☒ Empowering Others ☒ Ethics and Values ☒ Integrity ☒ Judgement and Decision-making ☒ Knowledge Sharing ☐ Leadership ☒ Managing Performance ☒ Planning and Organizing ☒ Professionalism ☒ Respect for Diversity ☒ Self-Management ☒ Technological Awareness ☒ Vision ☒ Working in Teams

Living conditions and remarks

The duration of your assignment is indicated above with the possibility of extension subject to availability of funding, operational necessity and satisfactory performance. However, there is no expectation of renewal of the assignment. This position is based in the UNDP country office in Port Moresby, Papua New Guinea. Port Moresby is a city known for high criminality, and caution must be exercised during all displacements. The office provided safe working environment, transportation between the office and the residence of the staff is mainly done with shuttles that drop each staff member at his/her residence.