Central Services Center Internship null

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. 

With the creation of Central Services Center (CSC), NY IT Help Desk Team is deploying its services in collaboration with Facilities Help Desk, and Computer Focal Points while continuing to implement major ICTD projects: Cloud Printing, Migration to Windows 11, Decommissioning of Direct Access and deployment of Secure Access, Decommissioning of Symantec Endpoint and Deployment of Microsoft Defender.

CSC NY Help Desk/DFAM is looking for a self-motivated and talented ICT Associate to join the New York CSC NY IT Help Desk team. The selected candidates will be physically stationed in New York.  The selected candidate will join the existing CSC NY IT Help Desk Team, serving as the first point of contact for all matters related to ICT Customer support, hardware, and software provisioning. S/He will interact with Subject Matter Experts (SMEs), more than 1,800 staff and consultants working remotely or at the UNICEF NYHQ office (3UN UNICEF House and 633 Third Ave).

How can you make a difference? 

Main duties and responsibilities:

• Provides ICT Customer support to all current UNICEF standard software and hardware.
• Troubleshoots and resolves reported computer-related issues.
• Records/monitors incidents assigned tasks and ensures timely closure to maximize customer satisfaction.
• Answers phone calls, walk-ins and creates/updates service calls registering user/caller issues and requests.
• Ensures all open incidents are actioned as per the established procedures and task assignment.
• Escalates and follows up on incidents when applicable until resolution.
• Responds to incoming requests via Service Gateway, email communication, and walk-in clients, for hardware-related customer and business services.
• Provides users with solutions to identified incidents, requests, or service interruptions during release and time-intensive customization of new hardware.
• Provides new users with ad-hoc onboarding via an introduction to the UNICEF ICT software suite, processes, and policies. Provides timely feedback, status, and progress reports as needed.
• Moves/Additions/Changes support is provided in the successful rollout and user adoption of ICT products, processes, and policies.
• Ensures new installations, moves, and relocations of hardware as per requests submitted in Service Gateway.
• Supports rollouts and implementation of new UNICEF hardware and software standards, and
• Ensures end-user data transfer, and onboarding of new users to UNICEF ICT standards, systems, and processes, including asset decommissioning through the Property Survey Board.

Benefits to Intern:

• This internship will complement current academic training and provide exposure to Information technology environments and IT customer service.
• The intern will expand existing skills in IT, Cloud-based platforms, and digital workplace tools.
• This internship will provide the chance to test out potential career choices by gaining real-life experience in a culturally diverse international organization.

Minimum Requirements: 

• Letter of verification from the college or university that the intern is currently enrolled in an undergraduate school and has completed at least two years of full-time studies at a university or equivalent institution toward the completion of an undergraduate degree (if the candidate is 18 years old, this replaces the two-year bachelor’s completion requirement); or, Graduate Degree Program (i.e., Master’s, PhD). It should also state the expected graduation date. Recent graduates are allowed until 2 years after degree completion.
• Copy of their most recent official transcript showing excellent academic performance
• Copy of Identification Card (ID)
• One letter of signed recommendation on letterhead or from a professional email address
• Certification of health insurance covering the full internship period

Qualifications: 

• Education – Bachelor’s degree in Computer Science, Networking, or related ICT field
• Language – Fluency in English (verbal and written). Knowledge of another UN language (Arabic, Chinese, French, Russian, Spanish) is considered an asset.

Technical skills:

• Operating systems: Windows 10/11
• Networking: TCP/IP, LAN/WAN/WIFI
• Microsoft Office suite: MS Word, MS Excel, MS PowerPoint, MS Teams, MS SharePoint, MS Authenticator.
• Excellent writing skills (in English)

UNICEF competencies required for this post are...

• Builds and maintains partnerships
• Demonstrates self-awareness and ethical awareness
• Drive to achieve results for impact
• Innovates and embraces change
• Manages ambiguity and complexity
• Thinks and acts strategically
• Works collaboratively with others.
• Nurtures, leads, and manages people

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

Remarks: Only shortlisted candidates will be contacted and advance to the next stage of the selection process.