The ICT Helpdesk Assistant is accountable for the delivery of effective and efficient Help Desk first support services to all UNICEF Ethiopia staff. She/he will be accountable for diagnosing and resolving user requests and incidents in a timely manner, assist with monthly tickets generation for the local helpdesk, and provide support and guidance to users.

The ICT Helpdesk Assistant will be responsible for the following duties: 

User Support:

• Provide Tier1 user support to all users on their requests and incidents in collaboration with the Helpdesk Assistant.
• Imaging and configuring laptops to users as per the ICT standards set and Checklist developed
• Support on meetings and conferences requests
• Assist in receiving and registering user requests on the service gateways ICT-related issues and /or requests.
• Installing the user laptop and gadgets in the respective working station (Dockers, monitors, etc.)

Administration Support:

• User requests processing on service gateway (Open to resolution stage)
• Ensure all requested users’ tickets status are updated (on hold, resolved, or closed)
• Assist in receiving new ICT equipment from Admin for configuration custodianship
• Any other duties assigned by the supervisor.

To qualify as an advocate for every child you will have…

• Enrollment at a university in Ethiopia at the undergraduate or graduate level or be a recent graduate (within the past two years) in Computer science, information systems, or related areas.
• Knowledge of relevant computer systems and applications; excellent knowledge of MS Office is required.
• Good interpersonal, networking, and communication skills.
• Willingness to contribute and work as part of a team.
• Flexible and open to learning and new experiences.
• Respect for diversity and adaptability to other cultures and working environments.
• Fluency in English is required.