Consultancy: ICT Help Desk Support to UNICEF Kenya Zone Offices (Kenyan Nationals Only) at UNICEF

UNICEF works in some of the world's toughest places, to reach the world's most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.

Job, organizational context
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 the field of 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 services, 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 contractors (IC), will work under the ICT Common Services Unit. The incumbents will be accountable for providing ICT Support Services to the end users of KCO and Zone Offices in accordance with the UNICEF ICT policies and security guidelines. They are expected to visit zone offices located in Garissa, Dadaab, Kisumu and Lodwar in addition to providing remote supports.
REPORTS TO: ICT Officer, ICT section
Main Purpose and Role:
The primary purpose of the individual contractors' positions are to strengthen ICT operational effectiveness in UNICEF Kenya Zone offices. The IC will work with the Common Services Unit in Nairobi and fill the gaps in the resource capacity to ensure required ICT support is sustained in UNICEF Kenya Zone offices.
The ICs are: (1) First Line ICT Help Desk analysts, provide resolution to ICT related problems to end users. S/he independently resolves most ICT support problems reported remotely or in person or through service management tools. (2) Second Line ICT Help Desk Analysts, S/he provides solution to critical ICT problems by research, collaboration with other help desk analysts, utilizing knowledge databases, problem solving techniques etc. (3) An ICT Move Add and Change analyst. S/he installs, configures, and removes end user's ICT equipment. (3) anexpert, in Desktop/Laptop, Printer, Scanner, Email and standard office software.
The ICs, under the supervision of ICT Officer in responsible for end user support, end user ICT equipment installation, maintenance, meeting and conference support as well as orientation and training to end users on ICT products and services. ICT Assistant will also provide backup technical support to administration, maintenance, configuration, installation of ICT infrastructure for ESARO ICT Hub. 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.
II. Deliverables (Key functions, accountabilities and related duties/tasks)
Duration (Estimated # of days or months)
Timeline/ Deadline
Schedule of Payment
Help Desk Analyst (First line)

Provide first line support to end users on standard ICT products and services received via phone-in, walk-in users; calls received through Service Management tools.
Manage lifecycle of service calls assigned to him/her till calls are resolved and closed
Resolve calls as per service level agreements.
Manage first line queue in service management tools.
Resolve support calls related to UNICE standard software and hardware including Office 365 Products, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc.
Provide training, orientation on end user ICT products and services.
Write brief howto documents on ICT products and services for end users.

Varies as per demands of office
Rolling basis, monthly
Help Desk Analyst (Second line)

Provide second line support on standard ICT products and services.
Resolve 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.
Manage lifecycle of incidents assigned to him/her in service management tools
Resolve 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
Rolling basis, monthly
Move, Change and Add Analyst

Install, configure and maintain new end user ICT equipment including desktops, laptops, printers, scanners etc.
Rollout UNICEF standard operating systems in end user computers
Rollout UNICEF standard software in end user computers
Sanitize end user ICT equipment off UNICEF data before disposing.
Advice users about lifecycle of end user ICT equipment.
Provide basic support to Android and Apple smartphone management.

Varies as per demands of office
Rolling basis, monthly
Focal person for meeting support

Facilitate ICT support to inhouse/outside meetings, conferences, workshops etc.
Liaise with event focal person on ICT need assessment.
Co-ordinate with facilities focal person on the available ICT facilities.
Arrange necessary ICT facilities for the meeting.
Provide ICT support during the meeting.
Setup and manage conference services for the meeting.
Provide BCP support outside office to specific and selective Sr. Staff as advised by ICT manager, common services unit.

Varies as per demands of office
Rolling basis, monthly
System Administrators

Work as a standby administrator to ICT network and server equipment in zone offices

Varies as per demands of office
Rolling basis, monthly
Payment Schedule
Monthly payment to be made upon receipt of an invoice indicating tasks carried out that meet UNICEF's quality standards.
Payment is on satisfactory completion of deliverables duly authorized by the Supervisor of contract
Recruitment Qualifications
Advanced diploma or equivalent background in Computer Science, Information Science, Business Administration, Engineering, or related area. Certification in ITIL, CompTIA Network+/A+ or equivalent are assets.

Six years of relevant work experience.
At least three years' experience in other technical areas, i.e. network administration, and help desk support services, messaging and database administration.
Experience in an international organization is desirable.
Expert in Windows Operating Systems (Windows 10), Office Productivity Suite, Emails etc. Expert in troubleshooting Desktops, Laptops, Printers etc.

Language Requirements:
Fluency in English and Swahili as a working language.
Administrative issues Conditions
The candidate selected will be governed by and subject to UNICEF's General Terms and Conditions for individual contracts. Interested consultants 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 consultant 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.

Working hours and Rates:
Working hours: 0800am to 0500pm; Monday to Friday
Additionally, on urgent needs the ICs needs to report during the weekends.
All applicants must submit a financial proposal for the work outlined that represents an All-inclusive fee.
Thos without the proposal will not be considered.