ICT Support Analyst

Tiered Approach In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby: • Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026. • Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments • Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers • Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply. Background The United Nations Development Programme (UNDP) Office of Information Technology and Management (ITM) provides high-quality ICT products and services to support UNDP's global operations. The ICT Support Analyst position is embedded within ITM to ensure continuous IT service delivery, infrastructure maintenance, compliance with security protocols, and technical support to business operations. This role supports the organizational goals of efficient, secure, and reliable ICT solutions that enable the UNDP and its partners to fulfill their development mandate. The ICT Support Analyst will provide comprehensive daily IT support, maintain IT infrastructure, ensure compliance with UNDP IT security standards, support business operations with appropriate technology solutions, and deliver continuous troubleshooting and technical assistance. This role is critical to minimizing downtime, optimizing ICT resources, and ensuring smooth functioning of systems at the Bonn or Madrid duty station while reporting to the Copenhagen CMC Team Lead. UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. This is a recognition of the interconnected nature of development risks & crises that the world is facing and that call for assembling multidisciplinary teams for an integrated & systemic response. Therefore, UNDP personnel are expected to work across issues, units, functions, teams and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration Duties and Responsibilities Scope of Work: Daily IT Support: • Provide helpdesk support resolving hardware and software issues on laptops, desktops, and network access. • Support email, calendar, and other collaboration tools to ensure minimal disruption. • Troubleshoot IT problems promptly to maintain staff productivity. Maintain IT Infrastructure: • Ensure systems and devices are updated with the latest operating systems, tools, and software. • Monitor and verify the proper functioning of networks, hardware, and software. • Deploy and configure new IT equipment as needed. Ensure Compliance & Security: • Implement UNDP standards for information security and system compliance. • Enforce corporate IT policies across devices and systems. • Reduce risks related to cybersecurity and data integrity. Support Business Operations with Technology: • Assist various office units in effective tool utilization. • Ensure alignment of IT systems with operational needs and strategic objectives. Troubleshooting & Continuous Support: • Provide day-to-day technical assistance to users. • Proactively monitor IT issues and resolve them promptly. • Ensure minimal operational disruption for headquarters activities. Ensure facilitation of knowledge building and knowledge sharing: • Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision. • Organize training for the project personnel on ICT issues. • Synthesize lessons learned and best practices directly linked to ICT management. • Provide sound contributions to knowledge networks and communities of practice. The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization. Institutional Arrangement: • On a day-to-day basis, the ICT Support Analyst will be working with and directly reporting to the Manager of Global Support and Capacity Building (GSCB). 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 improvements 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 flexible Act with Determination: 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 discrimination Cross-Functional & Technical: Business Management - Customer Satisfaction/Client Management: • Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. • Ability to anticipate client's upcoming needs and concerns. Business Management - Digital Awareness and Literacy: • Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. Knowledge of the usage of digital technologies and emerging trends. Business Management - Operations Management: • Ability to effectively plan, organise and oversee different parts of corporate operations, simultaneously and in an integrated way, in order to convert the organisation’s assets into the best results in the most efficient way. Knowledge of relevant concepts and mechanisms. Business Management - Working with Evidence and Data: • Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making. Information Management & Technology - IT Customer Support: • Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable. Information Management & Technology - IT Service Delivery & Operations: • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable. Required Skills and Experience Education: • Advanced university degree (Master’s degree or equivalent) in Computer Science, Information Technology, or a related field is required, OR • University degree (Bachelor’s degree) in the areas mentioned above in combination with additional two years of qualifying experience will be given due consideration in lieu of master´s degree Experience: • Applicants with a Master’s degree (or equivalent) in a relevant field of study are not required to have professional work experience. Applicants with a Bachelor’s degree (or equivalent) are required to have a minimum of two (2) years of relevant professional experience in IT support or systems administration. Desired skills: • Proven experience providing IT end-user support in enterprise environments (minimum 2 years for Bachelor-level candidates) • Demonstrated ability to troubleshoot hardware, software, and network issues (e.g. Windows OS, O365, endpoint devices) • Experience managing IT devices using enterprise tools (e.g. Intune, SCCM, or equivalent endpoint management systems) • Experience in multicultural environments • Experience within UN or international organizations • Experience working in IT service delivery environments with SLAs and incident management processes • Experience supporting cybersecurity practices such as endpoint compliance, vulnerability remediation, or identity/access management • Experience supporting remote IT support tools and end point management Required Language(s): • Fluency in English is required • Knowledge of French or Spanish is an asset. Professional Certificates: • Relevant certifications (e.g., IT support, networking, cybersecurity) are an advantage. Equal opportunity As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all. Sexual harassment, exploitation, and abuse of authority UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. Right to select multiple candidates UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements. Use of AI by candidates Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection Scam alert UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert. #LI-DNI