Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Bonn
- Working Model
- Onsite
Job Summary
In this role, you will ensure top-notch local ICT support, troubleshoot technical issues, install hardware, manage user accounts, and assist with video conferencing and training sessions.
Job Technologies
Your role in the team
- UN Women is establishing a new Global Office in Bonn, Germany, as part of its organizational realignment. The ICT Associate will be a member of the global ICT helpdesk team and will serve as the local ICT support resource for the Bonn office, ensuring that personnel receive timely and reliable technical assistance. The role is primarily hands-on, focused on local helpdesk support, infrastructure maintenance, and user engagement, working in close coordination with the global IST teams at headquarters, including Information Security, Platforms and Service Delivery, and Enterprise Applications.
- Under the direct supervision of the Platforms and Service Delivery Manager, and the overall guidance of the Chief, Information System and Telecommunication (IST) office, the incumbent ensures the delivery of high-quality ICT support services, ensuring compliance with corporate standards, timely resolution of incidents, and effective user engagement through training and knowledge sharing.
- Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with appropriate priority levels.
- Investigate, diagnose, and resolve common hardware, software, and connectivity issues; escalate complex or unresolved issues to the relevant global IST teams.
- Provide first-level support for corporate applications, including Quantum ERP, Performance & Results Integrated System for Management (PRISM), and Microsoft 365, escalating functional or system-level issues to the relevant teams at headquarters.
- Communicate incident status and resolution updates to end users promptly, ensuring a positive user experience.
- Collect and consolidate user requests and feedback, reporting recurring issues to the supervisor for systematic improvements.
- Install and configure UN Women standard ICT hardware and software in accordance with corporate standards and guidelines.
- Implement and maintain security measures, timely system updates and OS/application patches as directed by the global Helpdesk team.
- Ensure adherence to UN Women ICT policies, standards, and guidelines.
- Monitor the local network environment, including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team at headquarters.
- Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure services, under guidance from the supervisor.
- Maintain a complete and accurate inventory of all ICT assets in the Bonn office, including hardware, software licenses, peripherals, and network equipment.
- Support local ICT procurement by providing technical specifications and reviewing quotations, in coordination with the supervisor and Procurement teams.
- Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
- Manage and maintain local office technology, including printers, digital signage, and room booking systems.
- Deliver training on standard computing and productivity tools using tools provided by UN Women IST.
- Contribute to team knowledge sharing and maintain the Knowledge Base.
- Support onboarding of new personnel by delivering ICT orientation, provisioning accounts and equipment, and ensuring completion of mandatory security training.
- Document local procedures, workarounds, and frequently asked questions to build a Bonn-specific knowledge repository, contributing to the global Knowledge Base.
- Serve as the local ICT point of contact for the Bonn office, performing delegated tasks including user account management, shared mailbox and distribution list administration, and check-in approvals, in accordance with the ICT Focal Point Delegation of Authority and under guidance from the supervisor.
- Work closely with the global IST teams (Information Security, Platforms and Service Delivery, Enterprise Applications) to ensure alignment with corporate standards and timely resolution of issues requiring global team support.
- Liaise with other UN agencies and service providers in Bonn (e.g., host agency, local UN common services) on shared ICT services and infrastructure, under guidance from the supervisor.
- Coordinate with local vendors for printing, connectivity, and maintenance services as required.
- Attend IST team meetings and provide timely updates on Bonn office ICT status, issues, and user feedback.
- Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments using MS Teams, Zoom and similar platforms.
- Manage and maintain video conferencing facilities in the Bonn office, including setup, testing, and troubleshooting for hybrid meetings and events.
- Provide technical support for meetings, town halls, and events hosted at the Bonn office.
- The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.
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Our expectations of you
Education
- Completion of secondary education is required.
- Bachelor's degree in information technology or relevant equivalent field is an asset.
- At least six years (or 3 years with a bachelor's degree) of progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services, is required.
Qualifications
- Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.
- Fluency in English is required.
- Knowledge of German is desirable.
- Knowledge of any other UN official language is an asset.
Experience
- Experience with Microsoft 365 end-user support is required.
- Experience with ITSM ticketing tools is required.
- Experience with basic network troubleshooting and local infrastructure support is required.
- Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
- Experience supporting in SharePoint and ERP systems is desirable.
- Experience working in a UN system organization or international organization is desirable.
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What we offer
- UN Women, grounded in the vision of equality enshrined in the Charter of the United Nations, works for the elimination of discrimination against women and girls; the empowerment of women; and the achievement of equality between women and men as partners and beneficiaries of development, human rights, humanitarian action and peace and security.
- UN Women is establishing a new Global Office in Bonn, Germany, as part of its organizational realignment.
- The creation of UN Women came about as part of the UN reform agenda, bringing together resources and mandates for greater impact.
- It merges and builds on the important work of four previously distinct parts of the UN system (DAW, OSAGI, INSTRAW and UNIFEM), which focused exclusively on gender equality and women's empowerment.
- At UN Women, we are committed to creating a diverse and inclusive environment of mutual respect.
- UN Women recruits, employs, trains, compensates, and promotes regardless of race, religion, color, sex, gender identity, sexual orientation, age, ability, national origin, or any other basis covered by appropriate law.
- All employment is decided on the basis of qualifications, competence, integrity and organizational need.
- UN Women has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UN Women, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination.
- All selected candidates will be expected to adhere to UN Women's policies and procedures and the standards of conduct expected of UN Women personnel and will therefore undergo rigorous reference and background checks.
- Background checks will include the verification of academic credential(s) and employment history.
- Selected candidates may be required to provide additional information to conduct a background check.
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Job Locations
This is your employer
United Nations Development Programme
The United Nations Development Programme (UNDP) operates in approximately 170 countries and territories to combat poverty, reduce inequality, and enhance resilience to crises. It provides policy advice, builds capacities, and coordinates technical cooperation within the UN system. As a global network, it connects governments, communities, and partners for sustainable development.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- NGO, NPO, Associations
ICT Associate
- Location
- Bonn
- Working Model
- Onsite
- Diversity
- Open for all genders
