Organizational Contextย
UNDP has been working in India since 1951 in almost all areas of human development. Together with the Government of India and development partners, we have worked towards eradicating poverty, reducing inequalities, strengthening local governance, enhancing community resilience, protecting the environment, supporting policy initiatives and institutional reforms, and accelerating sustainable development for all.ย
With projects and programmes in every state and union territory in India, UNDP works with national and subnational government, and diverse development actors to deliver people-centric results, particularly for the most vulnerable and marginalized communities. As the integrator for collective action on the Sustainable Development Goals (SDGs) within the UN system, we are committed to supporting the Government of Indiaโs national development vision and priorities and accelerating the achievement of the SDGs for the people and the planet.ย
UNDP Indiaโs new Country Programme (2023-2027) builds on our prior work and aims to provide an integrated approach to development solutions in three strategic portfolios:ย ย
Strong, accountable and evidence-led institutions for accelerated achievement of the SDGs. Enhanced economic opportunities and social protection to reduce inequality, with a focus on the marginalized. Climate-smart solutions, sustainable ecosystems and resilient development for reduced vulnerability.South-South cooperation, gender equality and social inclusion are promoted across the pillars. The programme is supported by a framework of renewed partnerships and blended finance solutions, strategic innovation and accelerator labs, and data and digital architecture.
You are invited to join a team of future-smart development professionals to support India in achieving the national and globally agreed goals. As part of the UNDP team, your focus will be to work with diverse stakeholders to find country-specific solutions that lead to sustainable development and reach those furthest behind first.
Office/Unit/Project Descriptionย
UN house at 55 Lodhi Estate, New Delhi has an ICT helpdesk team which provides onsite ICT services to all UN agencies in the premises as well as remote support to staff in the field. The ICT support includes daily desk support and management of ICT Infrastructure. Within this team, one ICT Assistant is required.
S/he will be based at UNDP, New Delhi and shall work under the guidance and supervision of the Head of the ICT Unit (ICT Associate). As this is a full-time position, s/he cannot hold any other job/assignments during this assignment.
Job Purpose and Scope of Workย
Under the guidance and direct supervision of the ICT Associate, the ICT Support Assistant provides onsite ICT services to all UN agencies in the premises as well as remote support to staff in the field. The ICT support includes administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure in a large Country Office. The ICT Support Assistant promotes a client-oriented approach.
Main Purpose:
The ICT Support Assistant works in close collaboration with the Front Office, Management Support and Business Development, Programme and Operations teams in a large Country Office (CO) and UNDP Headquarters (HQ) staff for resolving ICT-related issues. The ICT Support Assistant provide IT Support services to all UN Agencies staff located in UN House in India.
Duties and Responsibilities:
Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:
Ensure compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment. Support with the use of Quantum (UNDPโs implementation of ERP) functionality for improved business results and improved client services. Contribute to the business processes mapping and implementation of the internal standard operating procedures (SOPs). Provision of inputs to prepare results-oriented ICT workplans.Ensure effective functioning of the (CO) hardware and software packages, focusing on the achievement of the following results:
Performance of key technical functions, including changing of hardware electronic components (disks, memory, network wiring, power sources, etc.) and routine repairs. Assistance in the installation of commercial and in-house developed software and related upgrades Assistance in upgrading patch and anti-virus programs on a timely basis. Monitoring of internet traffic, usage and performance on a frequent and regular basis. Support users in backing up and restoring their files, as well as in virus detection, removal and prevention. Organizing Video/Audio/Web Conferences Install, configure and troubleshooting O365 applications.Supports networks administration, focusing on the achievement of the following results
Assistance in resolving network related issues and monitor network performance Responds to user queries regarding network access. Assistance in backup and restoration procedures for local drivers. Maintenance of backup logs. Assistance with organization of off-site storage of backups. Managing Cisco Meraki NetworkProvides administrative support, focusing on the achievement of the following results:
Maintenance of an up-to-date inventory of software and hardware. Maintenance of a library of ICT related reference materials. Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit. Extraction of data from various sources. Research and retrieval of data from internal and external sources; preparation of statistical charts, tables and reports as required. Provision of ICT support to key events.ย
Facilitates Knowledge Building, Digital Literacy, and User Training:
Conduct training and orientation sessions for staff on digital tools and responsible ICT practices. Develop and maintain user guides, FAQs, and internal knowledge resources to support self-service. Provide one-on-one coaching to staff, promoting digital inclusion and the effective use of collaborative tools such as SharePoint, Teams, and OneDrive. Contribute to the digital knowledge management efforts, including organizing shared drives and supporting internal information-sharing platforms. Participation and assistance in the organization of training for the CO staff on ICT issues. Sound contributions to knowledge networks and communities of practice. ยย
Supports Digital Transformation, Innovation, and Automation:
Support the rollout and adoption of innovative digital platforms and services aligned with UNDPโs global digital strategy. Assist in automating routine business processes using tools like Microsoft Power Apps, Power Automate, Power BI and SharePoint workflows. Participate in the testing and localization of global digital systems and tools to improve programme and operational efficiency. Contribute ideas to improve digital workflows, enhance staff engagement with technology, and foster a culture of innovation.The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organizationย
Institutional Arrangement[1]
This will be a shared position through Common Services Account (CSA) of all UN Agencies located in the UN Houseย and will report to UNDPโs Head of ICT.
Reporting To:ย Head of ICT Support Unit (ICT Associate), UNDP India
Reportees to this position (if applicable): N/A
[1]ย NPSA holders hired under a National implementation modality, remain under the administrative supervision of UNDP, even if daily supervision is ensured by the national counterpart.
Competencies Core 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 improvementsย 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 flexibleย Act with Determination:ย 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 discriminationย
Cross-Functional & Technical competenciesย Thematic Area Name Definition Business Management Customer Satisfaction/Client Management
Ability to respond timely and appropriately with aย sense of urgency, provide consistent solutions, andย ย ย deliver timely and quality results and/or solutionsย to fulfil and understand the real customers' needs.ย Provide inputs to the development of customers service strategy. Look for ways to add value beyondย
clients' immediate requests. Ability to anticipate clientโs upcoming needs and concerns.
Information Management &ย
Technology
Network, Communication andย
Infrastructure Management
Ability to develop/integrate/operate/manageย IT network, communications,ย Cloud or on-premises infrastructure, and newย
technologies like IoT. ย Cisco CCIE
CCNP or similar is desirable.
Information Management &ย
Technology
IT Research and Development ย Regular following new technologies and technical trends, research the technologies that are applicable and beneficial to the organization and develop the systemsInformation Management &ย
Technology
IT Customer Supportย Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver
a great user experience. Knowledge of ISO 9001 desirable.