ICT Associate

About the role

UN Women is setting up a new Global Office in Nairobi as part of a wider organizational realignment. The ICT Associate will support the local office as part of the global ICT helpdesk function, making sure staff in Nairobi receive prompt and dependable technical assistance. The position is hands-on and focused on local helpdesk service, infrastructure upkeep, and direct support to users, while working closely with the Regional Office East & Southern Africa ICT team and global IST teams at headquarters, including Information Security, Platforms and Service Delivery, and Enterprise Applications.

The post works under the day-to-day operational guidance of the ICT Analyst in the Regional Office East & Southern Africa and with dotted-line oversight from the Platforms and Service Delivery Manager in the Information Systems and Telecommunication Office. The role is expected to deliver high-quality ICT services, follow corporate standards, resolve incidents quickly, and strengthen user support through training and knowledge sharing.

Key responsibilities

• Act as the first point of contact for ICT issues through phone, chat, email, in-person visits, and remote assistance, and record every interaction in the ITSM system with the correct priority.
• Diagnose and resolve routine problems with hardware, software, and connectivity, and route more complex issues to the relevant global IST teams.
• Provide first-line support for corporate tools such as Quantum ERP, PRISM, and Microsoft 365, escalating functional or system-level matters to headquarters teams when needed.
• Keep users informed about the progress and resolution of incidents to maintain a positive service experience.
• Gather user feedback and recurring requests, then share patterns and repeated issues with the supervisor for longer-term fixes.
• Install and configure UN Women-approved hardware and software in line with corporate standards and guidance.
• Apply security measures, updates, and operating system/application patches as instructed by the global Helpdesk team.
• Follow UN Women ICT rules, standards, and policy requirements at all times.
• Monitor the local network environment, including LAN, Wi-Fi, and internet connectivity, handle basic troubleshooting, and escalate advanced network issues to headquarters infrastructure teams.
• Work with the host agency and local internet service providers on shared connectivity and infrastructure matters, under supervisory guidance.
• Keep an accurate and complete record of all ICT assets in the Nairobi office, including devices, software licences, peripherals, and network equipment.
• Support ICT procurement by preparing technical specifications and reviewing vendor quotations with the supervisor and Procurement teams.
• Process ICT asset registration and disposal in the Quantum ERP Asset module and assist with physical inventory checks.
• Maintain office technology such as printers, digital signage, and room booking systems.
• Provide training on standard productivity and computing tools using resources supplied by UN Women IST.
• Contribute to knowledge sharing within the team and help maintain the Knowledge Base.
• Support onboarding for new staff by delivering ICT orientation, setting up accounts and equipment, and ensuring required security training is completed.
• Document local procedures, temporary workarounds, and common questions to build a Nairobi-specific knowledge repository that can also feed into the global Knowledge Base.
• Serve as the local ICT contact for the Nairobi office and carry out delegated tasks such as user account administration, shared mailbox and distribution list management, and check-in approvals, in line with delegation rules and supervisor guidance.
• Coordinate with global IST teams to align local support with corporate standards and resolve issues that need global intervention.
• Liaise with other UN bodies and service providers in Nairobi on shared ICT services and infrastructure as needed.
• Work with local vendors for printing, connectivity, and maintenance services when required.
• Take part in IST team meetings and provide timely updates on ICT status, ongoing issues, and user feedback from Nairobi.
• Support audiovisual conferencing for onsite, offsite, virtual, and hybrid meetings using tools such as MS Teams and Zoom.
• Operate and maintain video conferencing facilities in the Nairobi office, including setup, testing, and troubleshooting for hybrid events.
• Provide technical support for meetings, town halls, and events held at the Nairobi office.
• Carry out any other related duties needed for the effective operation of the office and the organization.

Functional competencies

• Working knowledge of IT infrastructure, including hardware, basic networking, and operating systems.
• Hands-on ability in Microsoft 365 support and basic administration.
• Familiarity with ITSM platforms and helpdesk ticket handling processes.
• Basic understanding of information security concepts such as endpoint protection and access control.
• Capability to troubleshoot common hardware, software, and connectivity problems and escalate appropriately.
• Strong service mindset with the ability to explain technical matters clearly and patiently to non-technical users.
• Comfort working in a distributed team and collaborating with colleagues across time zones under remote supervision.
• Good planning and prioritization skills to manage multiple tasks at the same time.
• Ability to build and maintain productive working relationships with colleagues, vendors, and inter-agency partners in a multicultural setting.

Education and certification

Secondary school completion is mandatory. A bachelor’s degree in information technology or a closely related discipline is considered an advantage. Professional certifications or training in IT, Computer Science, or related areas such as CompTIA, ITIL, or Microsoft Certified Professional are desirable.

Experience

The role calls for at least six years of progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services, or three years of such experience if the candidate holds a bachelor’s degree. Experience supporting Microsoft 365 users is required, as is experience using ITSM ticketing tools. Practical background in basic network troubleshooting and local infrastructure support is also required. Strong experience providing ICT and audiovisual conference support across platforms such as MS Teams and Zoom is required. Experience with SharePoint and ERP systems is an added advantage, and prior work in a UN system or other international organization is also desirable.

Languages

Fluency in English is required. Knowledge of Kiswahili is preferred. Any other UN official language is an asset.

Core values and competencies

• Integrity
• Professionalism
• Respect for diversity
• Awareness and sensitivity to gender issues
• Accountability
• Creative problem solving
• Effective communication
• Inclusive collaboration
• Stakeholder engagement
• Leading by example

Diversity, inclusion and conduct

UN Women is committed to a diverse and inclusive workplace built on mutual respect. Recruitment, hiring, training, compensation, and promotion decisions are made without discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, or other legally protected grounds. Selection is based on qualifications, competence, integrity, and organizational needs.

Reasonable accommodation can be requested to support participation in the recruitment and selection process by including the relevant information in the application.

UN Women maintains zero tolerance for conduct that conflicts with the purposes and principles of the United Nations and UN Women, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination. Selected candidates must comply with UN Women policies, procedures, and standards of conduct, and will be subject to strict reference and background checks. These checks may include verification of academic qualifications and employment history, and additional information may be requested during the process.

Application requirements

Applicants must ensure that every section of the application form is completed, including education and employment history. Incomplete applications may be removed from consideration.

Additional information

This role is based in Nairobi, Kenya, and is part of UN Women’s newly established Global Office. The incumbent may be asked to undertake other duties within the functional profile as needed for the smooth running of the office and the organization.

The position is a local ICT support role with close coordination across regional and global ICT teams, and it includes hands-on support for infrastructure, users, training, assets, and conferencing services.