ICT Help Desk Support (1 vaga) (Office based) [Open to internal and external applicants]

International Civil Aviation Organization; Brasília; On-site; BRL 45,000 - 67,000; Full time

Job summary

ICAO Brazil Office is seeking an ICT Help Desk Support to deliver frontline ICT and administrative assistance within the Common Back Office framework. You will help users with basic IT issues, manage equipment and software, and maintain records to ensure smooth operations.

The role collaborates with the local ICT team and UN partners to provide reliable services, safeguard connectivity, and support knowledge sharing across units. Prior help desk exposure is desirable.

Responsibilities

• Provide ICT management system support and routine activities per established procedures.
• Maintain simple ICT records and report technical issues to ICT personnel.
• Support CO hardware and software packages and assist with user requests for computers and standard apps.
• Prepare equipment for users, install approved applications, and perform routine inventory checks.
• Assist with network administration and basic connectivity issues (Wi‑Fi, VPN, corporate networks).
• Assist with user access requests and monitor connectivity interruptions per procedures.
• Provide administrative support and document common issues and solutions.
• Support knowledge sharing within the CO and with relevant UN personnel.

Job description

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

Job Description

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

As all countries around the globe are seeking new ways to address complex and interconnected challenges such as shocks from crises, economic stagnation, inequality and poverty, providing access to clean and affordable energy, protect the environment, or mitigating and adapting to climate change, UNDP aims to develop integrated responses to these issues.

UNDP is the knowledge frontier organization for sustainable development in the UN Development System and serves as the integrator for collective action to realize the Sustainable Development Goals (SDGs). In addition to multi-lateral and bi-lateral partnerships, UNDP provides countries with specialized integrated technical services for eligibility assessment, programme/project formulation and implementation, capacity development, policy advice, technical assistance, training and technology transfer, mobilization of co-financing, implementation oversight, results management and evaluation, performance-based payments and knowledge management services.

The UNDP Country Office (CO) in Brazil is a key development partner of the Brazilian government and supports national and sub-national public and private sector institutions and civil society to achieve a more sustainable and inclusive society by strengthening democratic institutions, improvement of governance effectiveness, reduction of poverty and inequalities and addressing climate change and biodiversity issues.

In the pursuit of aligning organizational resources with UNDP strategic objectives and serving as the overarching framework to propel the operational reform agenda and streamline the United Nations' (UN) operational presence in Brazil, the Country Office (CO) has structured its functional organization into three primary domains: the management support functions, the Programme team, and the Operations Team. The Operations Team is further comprised of units encompassing Finance, Human Resources (HR), Support to Projects, and the Common Back Office (CBO), which encompasses common services for the UN House, including Information and Communication Technology (ICT), Administration and Logistics, Procurement and Travel, and HR services tailored for UN entities and Protocol. All of these units bear the responsibility for ensuring the adherence to UN principles and UNDP policies and procedures in the realm of operational functions.

The Operations Team plays a pivotal role in enhancing the efficacy of UN operational services and UNDP Brazil. It does so by crafting a comprehensive service delivery platform aimed at providing operational solutions to all UN entities and UNDP programs and projects. Moreover, it coordinates operational services and explores their potential expansion to the UN Common Back Office.

Under the overall guidance of the UNDP Operations Manager in her role of the Common Back Office Manager and direct supervision of the ICT Analyst, the ICT Help Desk Support provides ICT and administrative support services to the CBO, provides daily technical support to users of information management tools and technology infrastructure. The ICT Help Desk Support promotes a client-oriented approach.

The ICT Help Desk Support works in close collaboration with the members of the CBO, Front Office, and relevant UN personnel in the CO and HQ to exchange information and ensure consistent service delivery.

The key results have an impact on the overall efficiency of the CBO including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.

Duties And Responsibilities

Summary of key functions:

• Provide support for the implementation of ICT management systems and strategies
• Assist with routine ICT activities, including basic testing of applications and digital tools, following established procedures and instructions.
• Maintain simple records of ICT activities and report technical issues to the responsible ICT personnel.
• Provide support effective functioning of the CO (Country Office) hardware and software packages
• Support to respond to basic user requests related to computers, printers, mobile devices, standard applications, and other ICT equipment, providing initial assistance and referring unresolved issues to the ICT team.
• Support with the preparation of equipment for users, the installation of approved applications, and routine equipment and inventory checks, following established procedures.
• Provide support to networks administration
• Assist users with basic connectivity issues involving Wi‑Fi, internet access, VPN, and corporate networks, referring unresolved problems to the responsible ICT personnel.
• Assist with routine user access requests and report connectivity interruptions or suspected security issues in accordance with established procedures.
• Provide administrative support
• Register and update ICT support requests in the designated system and maintain basic records of equipment, repairs, warranties, and related activities.
• Assist with the distribution, return, repair, replacement, and disposal of ICT equipment, as well as monitoring supplies and reporting replenishment needs.
• Support knowledge building and knowledge sharing in the CO
• Provide basic guidance to users on commonly used ICT applications, tools, and services, including established cybersecurity practices.
• Assist with updating simple user instructions and documenting frequently reported issues and their solutions.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Project

Institutional Arrangement

The ICT Help Desk Support works in the local ICT team for CBO and reports directly to the ICT Manager.

Competencies

Core competencies

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 competencies

Business development | Knowledge Generation: Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.

Business development | Collective Intelligence Design: Ability to bring together diverse groups of people, data, information, ideas, and technology to solve problems and design solutions or services. Knowledge and understanding of Collective Intelligence Design principles, methodology and practices.

Business management | Communication: Ability to communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate. channels.

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