Mission of UNICEF is to promote rights of children, in everything the organization does — in programs, in advocacy and in operations.
The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action.
For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism.
To the degree that any child has an unequal chance in life, in its social, political, economic, civic and cultural dimensions, her or his rights are violated.
There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens, addressing inequity, not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. Therefore, the focus on equity is vital.
It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.
In addition to regional oversight and innovation functions, and as part of a common services approach, the Regional ICT Section provides support to the UNICEF Kenya Country Office (KCO) and the East and Southern Regional Office (ESARO) in ICT (information and communication technology), including information systems for programs, internal operations and management.
The common services unit in ESARO ICT section is responsible for planning, developing and implementing cost effective, innovative and secure ICT services, namely networks, security, servers and storage, telephony, video and directory services; for setting and enforcing common ICT standards and for managing central ICT services for the KCO and ESARO.
The individual contractor (IC), will work under the ICT Common Services Unit. The incumbent will be accountable for providing ICT Support Services to the end users in accordance with the UNICEF ICT policies and security guidelines
Scope of Work
Main Purpose and Role:
The primary purpose of the individual contractor’s assignment is to strengthen ICT operational effectiveness.
The Individual Contractor is a:
First Line ICT Help Desk support, provide resolution to ICT related problems to end users. S/he independently resolves most ICT problems reported remotely or in person or through service management tools.
Second Line ICT Help Desk support, S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc.
An ICT Move Add and Change analyst. S/he installs, configures, and removes end user’s ICT equipment. (3) an expert, in
Desktop/Laptop, Printer, Scanner, Email and standard office software.
The IC is responsible for end user support, end user ICT equipment installation, maintenance, meeting and conference support as well as orientation and training to end users. Will also provide backup technical support to administration, maintenance, configuration, installation of ICT infrastructure. S/he can operate, diagnose and maintain all conference services including audio, video and web. S/he can maintain and perform basic diagnosis on LAN/WAN/WiFi infrastructure.
Help Desk Assistant (Second line)
Provides second line support on standard ICT products and services.
Resolves critical support calls or incidents reported by end users. Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems.
Manages lifecycle of incidents assigned to him/her in service management tools
Resolves incidents related to UNICE standard software and hardware including Office Products, email, cloud services, operating systems, laptops, desktops etc.
Varies as per demands of office
The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts. Interested candidates to indicate ability and availability for expected deliverables to undertake the terms of reference.
● The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts.
● The contractor will work from the UNICEF Kenya office in Gigiri, Nairobi.
● The applicant must be legally able to work in Kenya.
As per UNICEF DFAM policy, payment is made against approved deliverables. No advance payment is allowed unless in exceptional circumstances against bank guarantee, subject to a maximum of 30 per cent of the total contract value in cases where advance purchases, for example for supplies or travel, may be necessary.
Conditions
As per UNICEF DFAM policy, payment is made against approved deliverables. The candidate selected will be governed by and subject to UNICEF’s General Terms and Conditions for individual contracts.
Risks
Unfriendly Help Desk service may cause productivity issue for the office. However other existing staff member can train the newcomer and hence mitigate any such risk.
