IT Helpdesk Intern

Job Highlight This internship offers valuable experience in a global IT support environment, providing exposure to a wide range of technologies and user support scenarios. It's an opportunity to develop your IT skills, customer service abilities, and contribute to the smooth operation of a large international organization.AboutAbout the Group The UNOPS IT Group (ITG) is at the forefront of digital transformation, designing, delivering, and managing all of UNOPS IT infrastructure and business applications. We are a global team, dedicated to harnessing cutting-edge technology to address critical business needs and empower UNOPS personnel worldwide. ITG provides the essential IT systems and tools that underpin the successful implementation of UNOPS projects and the delivery of corporate initiatives. From maintaining robust enterprise resource planning (ERP) systems and developing bespoke business applications to managing our cloud infrastructure and supporting global collaboration platforms, our work ensures operational excellence. We are committed to continuous improvement, driving effectiveness and efficiency in UNOPS products and services, ultimately helping people build better lives and countries achieve peace and sustainable development.The HQ IT Helpdesk, also known as the Global Helpdesk, supports all HQ based employees as well as numerous remote staff in various locations globally. In addition, it supports IT focal points globally with a number of services including advisory services, problem escalations, project rollouts, global IT initiatives as well as running the global IT community where the nearly 100 IT focal points can interact together and share information. Our aim is to keep user downtime at the lowest possible at all times on a global scale. Role Purpose The IT Helpdesk Intern provides support to the IT Helpdesk team in delivering quality, efficient, and available IT client services. The intern assists with first-line technical support, hardware and software maintenance, and user training, contributing to the overall effectiveness of the IT support function.Functions / Key Results ExpectedIII. Functions / Key Results Expected Support with IT client services and administration guaranteeing quality, efficiency and availabilityProvision of quality, proactive and agile helpdesk support:Support with IT client services and administration.Ensures efficient and effective IT client services, management and administration, focusing on achieving the following results:Provide first line technical support by telephone, email, and in person.Logging support calls and customer follow-up as appropriate.Support users in the use of equipment and standard IT applications regularly used in UNOPS.Support maintenance of inventory of IT hardware and software in HQ.Effective functioning (installation, operation and maintenance) of all UNOPS hardware equipment, approved software and application of updates and patches in a timely manner.Desk IT setups for internal office moves and for new staff.Addressing and improving common areas of concern.Facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ IT personnel, as required.Provision of (including but not limited to) relevant admin support to IT Associates and ICT Senior Officer. Training components and learning elements: Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in IT services. Collaborate in Guaranteeing the security of information at all times, including confidentiality and availabilityAvailability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity.Confidentiality: Ensure confidentiality, integrity and availability of UNOPS IT systems and UNOPS information assets.Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available. Provide implementation support for IT projects from HQ and basic IT support for HQ supervised staff.Collaborate in the training of users in the use of IT tools and promote effective adoption.Implementation: Collaborate in the correct implementation and subsequent evaluation of the IT projects promoted from HQ.Support to projects: Provide basic support / advice / research, including implementation activities in various IT initiatives/projects.User training: Provide courses and documentation that ensure the empowerment of users to use IT tools in the most appropriate and efficient way. Participation in training coursesThe incumbent will have access to the UNOPS Learning Zone and can access training in various Programme Management, Gender Mainstreaming, Coaching, and mandatory training as per UNOPS policy.Education Requirements Required:The applicant should have completed a Minimum First level university degree (Bachelor’s or equivalent), or be enrolled in a postgraduate program or have graduated from such studies within three (3) years prior to the start date of the intern assignment. Area of study should preferably relate to computer sciences, communications, or customer service.RequirementsExperience Requirements Desired:While no prior work experience is required, some experience in customer service, IT problem solving, project management, administration or related fields would be an asset.