Digital Impact Assistant, G-5, Fixed Term Position, Florence, Italy, Office of Strategy

Organizational context: UNICEF works in over 190 countries to save children’s lives, defend their rights, and help them fulfill their potential. The Office of Strategy and Evidence
- Innocenti leads in data, research, evidence generation, foresight, and knowledge management, driving global standards and validation for effective data use and research on child rights.

Job purpose: The Digital Impact Assistant at UNICEF Innocenti in Florence plays a crucial role in providing first-line IT support to staff and consultants, ensuring the smooth operation of ICT applications and processes. This role is vital for maintaining connectivity and productivity, enabling the team to effectively contribute to UNICEF's mission. The assistant will diagnose and resolve technical issues, elevate complex problems, and support routine ICT tasks, including technology migrations and user guidance on new systems. By ensuring reliable technology infrastructure and support, the Digital Impact Assistant directly contributes to the office's ability to generate evidence, inform policy, and accelerate progress towards Sustainable Development Goals for children worldwide.

Responsibilities:
Deliver fast, friendly, and efficient first-line IT support to UNICEF staff and consultants, ensuring minimal disruption to their work and maintaining high levels of productivity. Diagnose and resolve a wide range of technical issues related to hardware, software, and network connectivity, escalating complex problems to higher-level support teams when necessary. Ensure the smooth operation of ICT applications, systems, and processes by performing routine maintenance, updates, and troubleshooting. Provide assistance to users during technology migrations and guide them through the adoption of new tools and systems, enhancing their digital literacy and user experience. Maintain accurate and up-to-date records of ICT equipment, software licenses, and support activities, ensuring compliance with organizational policies. Monitor the Message Broadcast mailbox to ensure timely and effective communication of IT-related information and updates to users. Contribute to the development and maintenance of clear, helpful documentation for support processes, FAQs, and user guides to empower users and reduce reliance on direct support. Share insights and ideas for improving user experience, digital tools, and ICT support processes. Take on additional ICT tasks and projects as assigned, contributing to the seamless functioning of the office and supporting the broader mission of UNICEF.

Education:
Completion of secondary education is mandatory. Formal training at university level in Computer Science, Information Systems, Telecommunication, or Engineering is an asset. Relevant certifications (e.g., A+, ITIL Foundation) are desirable. A Bachelor's degree may substitute for 3 years of experience, and a Master's degree for an additional 2 years.

Work

experience:
At least 5 years of practical work experience in Information Technology Support, demonstrating systematic troubleshooting and analytical problem-solving skills. Experience providing assistance to users on IT-related issues is required.

Skills:
IT Support, Troubleshooting, Analytical Problem Solving, Technical Knowledge, User Support, ICT Operations, System Maintenance, Documentation, Communication, Adaptability, Drive to Achieve, Customer Service

Required languages: English

Desired languages: Arabic, Chinese, French, Italian, Russian, Spanish