Information Technology Assistant/Service Desk Technician – UNV


Job Description

OrganizationUN OCHA Sudan’s
Description of the assignment titleInformation Technology Assistant/Service Desk Technician
Host entityUNISFA
Assignment countrySudan
Expected start date22/12/2022
Sustainable Development Goal16. Peace, justice and strong institutions
Number of assignments1
Advertisement end date23/11/2022


Mission and objectives

UNISFA was established in July 2011 under authority of the UN Department of Peacekeeping Operations (DPKO). UNISFA is mandated to monitor and verify the redeployment of any Sudan or South Sudan forces in the Abyei area, to facilitate the delivery of humanitarian aid and the free movement of relief workers in and around Abyei, to take the necessary actions to protect UN personnel (facilities, installations and equipment), to ensure security and freedom of movement of civilians in the area, and later to organize the referendum


United Nations Volunteers Programme, by agreement with the UN Department of Operational Support (DOS) and Peacekeeping Operations (DPKO), deploys UN Volunteers to support DOS/DPKO peace operations in a range of countries. Within this framework, UNV maintains a Field Office to support UNISFA (United Nations Interim Security Force for Abyei).

Task description

Under the direct supervision of the Chief Service Management Unit and overall supervision of the Chief Field Technology Section, the UN volunteer will undertake the following tasks:

•Timely and effective IT technical assistance and support to the users including software/hardware installation and operational support serving as the first point of contact for the users seeking technical assistance

•Troubleshooting network connectivity issues(LAN and Wireless) to determine root causes, Perform remote troubleshooting through diagnostic techniques and pertinent questions

•Determine the best solution based on the issue and details provided by users, Walk the users through the problem-solving process

•Direct unresolved issues to the next level of support personnel, where and when appropriate and Pass on any feedback or suggestions by the users to the supervisor

•Modify configurations, utilities, software default settings, etc.

•Focal point for the local workstation.

• Assist with onboarding of new users, Install, test workstations, peripheral equipment and software, manage PC setup and deployment for new Staff using standard hardware, images and software and configure new.

•Attempt to perform 1st time resolution. · Perform timely workstation hardware and software upgrades as required. To provide timely and effective common IT support related to computers and peripherals

•Provide user support for computers, printers and laptops/notebooks, docking stations, peripherals and handhelds.

•Resolve and close all calls passed on from the first line, and, as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external vendors for resolution.

•Keeps the users informed of their calls' status as appropriate. · Keeps ICT Specialist informed of notable trends, solutions, fixes, delays that are in effect and any new processes.

•Provides support for Conference room and Video Conference set

•Performing any other related tasks as may be required by the Chief Service Management Unit and overall supervision of the Chief Field Technology Section

Eligibility criteria


27 – 80


Candidate must be a national of a country other than the country of assignment.


Required experience

4 years of experience in working with IT systems. Experienced technical knowledge of hardware and software on information technology infrastructure, servers, workstations, desktop PCs, and peripherals; and in all areas relevant to advanced technology especially in development of office automation applications in a stand-alone and LAN environment. Practical experience in networking technologies (Ethernet, LAN, Wireless) Knowledge in Microsoft Office 365 platform and Service Management best practices (ITIL/ISO 2000, Prince 2). Virtualization and Cloud technology knowledge is a bonus. Good interpersonal skills and active listening skills.

Area(s) of expertise

Information technology

Driving license

Manual transmission Required


English, Level: Fluent, Required

Required education level

Bachelor degree or equivalent in Bachelor in Information Technology or equivalent diploma/certificate from Polytechnic or college in telecommunications or equivalent diploma/certificate

Competencies and values

•Integrity and professionalism: high degree of personal initiative and willingness to accept wide responsibilities; ability to take ownership, and work independently under established procedures;

•Accountability: ability to operate in compliance with organizational rules and regulations;

•Planning, effective organizational and problem-solving skills and ability to manage a large volume of work in an efficient and timely manner, ability to establish priorities and to plan, coordinate and monitor work; ability to work under pressure, with conflicting deadlines, and to handle multiple concurrent projects/activities;

•Teamwork and respect for diversity: ability to operate effectively across organizational boundaries; ability to establish and maintain effective partnerships and harmonious working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity and gender;

•Communication; proven interpersonal skills; good spoken and written communication skills;

•Flexibility and willingness to live and work in hazardous and remote places, involving physical hardship and little comfort, and including possible extensive travel within the Mission area;.

•Commitment towards the principles of voluntary engagement, which includes solidarity, compassion, reciprocity and self-reliance; and commitment towards the UN core values.

Other information

Living conditions and remarks

General: This assignment is based in the UNISFA Sector in Kadugli – Sudan. Currently this duty station is designated as non-family. The average rainy season temperature is 30°C and temperatures in the dry season average 37°C. Accommodation: Due to the security situation in Kadugli, coupled with the fact that there are limited residential accommodation options in the community that meet UN security and safety standards for staff, expatriate UN staff deployed to Abyei, Kadugli are generally provided secured UN accommodation in a camp-style environment. The UN-provided accommodation is equipped with minimum room furniture and is configured as single room with bath and toilet facilities either attached to the accommodation or shared close to the accommodation. Power and water (including purified water) is provided inside the camp by the UN. As per OHRM rules, a reasonable cost recovery for accommodation is made from VLA. Food and Diet: There is a UN managed cafeteria inside the UN Camp in Kadugli. The standard and quality of food is limited with a repetitious daily menu. Wide varieties of food are not available and may not be to the personal taste of UNVs. Volunteers may wish to cook their own meals in common kitchen facilities situated at convenient locations within the camp or kitchenettes attached to the Volunteer’s accommodation. This would require the volunteer to obtain basic cooking items such as saucepans, fry pans, plates, knives, etc. Health: UN Volunteers should be aware that they could be exposed to a number of tropical diseases and should complete all medical formalities specified in the Offer or Travel Advisory before traveling. Yellow Fever vaccination is compulsory before coming to the mission area, while vaccinations for Hepatitis A & B, Typhoid, Tetanus/Diptheria, Polio, COVID-19 and Meningitis are recommended if confirmed by the volunteer’s physician. UN Volunteers, like other international personnel, are to bring their Vaccination Card to the mission. Malaria prophylaxis is highly recommended. Due to large numbers of various types of insects in the mission area, it is also recommended to use insecticide-impregnated nets and insect repellants. UN personnel have access during working hours to a Civilian Clinic (Level 1) inside the UN troops Camp at Kadugli Rest and Recuperation: International personnel in Kadugli , including UN volunteers, are entitled to a 8-week Rest and Recuperation (R&R) cycle. This means that after every 8 weeks of being in the mission area, the volunteer is entitled to take a break in either Entebbe (UNISFA designated R & R location) or any other destination outside the mission area. The entitlement is 5 calendar days R&R, 1 day official (Admin) and 2 travel days. The UN flight from Kadugli to Abyei or any other deployed site in the mission area to Entebbe can be used for free (return flight). However, personnel are responsible for their accommodation, meals and any other expenses while on R&R. R & R trips must be approved by the supervisor.

Inclusivity statement

United Nations Volunteers is an equal opportunity programme that welcomes applications from qualified professionals. We are committed to achieving diversity in terms of gender, care protected characteristics. As part of their adherence to the values of UNV, all UN Volunteers commit themselves to combat any form of discrimination, and to promoting respect for human rights and individual dignity, without distinction of a person’s race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

Note on Covid-19 vaccination requirements

Selected candidates for certain occupational groups may be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid-19) in line with the applicable host entity policy

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