IT Helpdesk Assistant

## Details ### Mission and objectives Update ### Context The programme builds on the UNDP position as a trusted partner in PNG. It supports government endeavors for realizing key development principles enshrined in the national constitution based on mutual respect, dignity, equity, integrity, non-violence and dialogue. Guided by the Programme, the Country Office’s policy, advisory, programmatic, and implementation services focuses on the following areas: • Equality for women and girls • Peace, governance and social cohesion • Sustainable economic transformation • Environment and climate change The country office is located in the capital city Port Moresby and hosts approximately 80 personnel. UNDP also maintains project office presence in Buka (Autonomous Region of Bougainville), Mendi (Southern Highlands Province), Wewak (East Sepik Province) and Wabag (Enga Province). ### Task description Under the direct supervision of UNDP ICT Analyst, the IT Helpdesk Assistant will undertake the following tasks: A. First level support • Provide first-level technical support to staff for hardware, software, network, email, Microsoft 365 and other IT-related issues. • Receive, record, troubleshoot and resolve user requests through the IT service desk/ticketing system. • Escalate complex or unresolved incidents to the ICT Analyst/IT team or relevant service provider. B. Computer and User Support • Install, configure and maintain desktops, laptops, monitors, printers and other IT equipment. • Support Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive and other approved applications. • Assist users with password, MFA, account and basic access-related issues in accordance with established procedures. • Prepare computers, accounts, peripherals and other IT equipment for new staff. • Assist with collection of IT equipment and disabling/revoking access during staff separation, following established ICT and security procedures. C. Network and Connectivity Support • Perform basic troubleshooting of LAN, Wi-Fi, VPN and Internet connectivity. • Check network connectivity, cables, CCTV, access points and user network configurations. • Escalate ISP, firewall and infrastructure issues when required. D. IT Service Management • Monitor the helpdesk queue and ensure incidents and service requests are properly documented and followed up. • Maintain accurate ticket information, resolution details and escalation records. • Identify recurring issues and report them to the ICT team for corrective action. • Maintain accurate records of IT equipment, software and assigned assets. • Support equipment deployment, collection, relocation and disposal. E. ICT Operations Support • Assist with ICT equipment setup for meetings, training, workshops and official events. • Support video conferencing, meeting-room equipment, printers and other shared ICT facilities. • Assist with ICT activities during office moves, relocations and emergency/DR exercises. Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.