ICT Associate – Global Office Nairobi

UN Women is establishing a new Global Office in Nairobi, Kenya, as part of a broader organisational realignment aimed at strengthening its presence across East and Southern Africa. The ICT Associate will be an integral member of the global ICT helpdesk team, serving as the primary on-the-ground technical support resource for the Nairobi office. This is a hands-on, user-facing role that combines first-line helpdesk support, local infrastructure maintenance, and proactive user engagement to ensure that all personnel receive timely, reliable, and high-quality technical assistance.

The role operates under the direct daily supervision of the ICT Analyst, Regional Office East & Southern Africa, with a dotted-line reporting relationship to the Platforms and Service Delivery Manager at UN Women's global Information Systems and Telecommunication Office (IST) at headquarters. The successful candidate will collaborate closely with global IST teams covering Information Security, Platforms and Service Delivery, and Enterprise Applications, making this an exciting opportunity to contribute to a world-class international organisation's digital operations from Nairobi.

• Provide first-contact resolution for ICT incidents received via phone, chat, email, walk-in, and remote channels, logging all interactions in the ITSM tool with accurate priority classifications.
• Investigate, diagnose, and resolve hardware, software, and connectivity issues; escalate complex or unresolved cases to the appropriate global IST teams with full documentation.
• Deliver first-level support for corporate applications including Quantum ERP, PRISM (Performance & Results Integrated System for Management), and Microsoft 365, escalating functional or system-level issues to headquarters teams.
• Communicate incident status and resolution updates to end users in a timely and professional manner, ensuring a consistently positive user experience.
• Collect, consolidate, and report recurring user requests and feedback to the supervisor to drive systematic service improvements.
• Install and configure UN Women standard ICT hardware and software in compliance with corporate standards and guidelines.
• Implement and maintain security measures, system updates, and OS/application patches as directed by the global helpdesk team.
• Monitor the local network environment including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team.
• Maintain an accurate inventory of ICT assets and ensure all equipment is properly tracked, labelled, and recorded in corporate asset management systems.
• Support onboarding of new staff by configuring workstations, user accounts, and access credentials in line with UN Women ICT policies.
• Contribute to user training sessions and knowledge-sharing activities to build digital literacy across the Nairobi office.
• Ensure adherence to UN Women ICT policies, standards, and data security guidelines at all times.

• Demonstrate at least 3 years of hands-on ICT helpdesk or technical support experience, ideally within an international organisation, UN agency, or large NGO environment.
• Troubleshoot and resolve hardware, software, and network issues independently, escalating only when necessary and with full incident documentation.
• Configure and support Microsoft 365 applications and services for end users across diverse technical proficiency levels.
• Work confidently with ITSM ticketing platforms, maintaining accurate records and adhering to defined SLAs.
• Apply knowledge of LAN, Wi-Fi, and basic network protocols to monitor and maintain local infrastructure.
• Support ERP systems (experience with Quantum or similar enterprise platforms is a strong advantage).
• Communicate technical concepts clearly to non-technical staff, demonstrating patience and a strong service orientation.
• Manage multiple concurrent incidents and requests under pressure while maintaining attention to detail and quality.
• Hold a Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related technical field (a relevant diploma with substantial experience may be considered).
• Demonstrate commitment to UN Women's mandate of gender equality and women's empowerment, and apply a gender-sensitive lens to all user engagement.

This position is graded at NPSA6 under UN Women's National Personnel Service Agreement framework. Estimated monthly compensation ranges between KES 150,000 and KES 250,000, inclusive of applicable allowances, and is benchmarked to UN Nairobi duty station scales. UN Women offers a competitive international benefits package commensurate with the grade level. Exact remuneration will be confirmed upon offer.

This role is ideal for a technically grounded and service-oriented ICT professional who thrives in a fast-paced, multicultural environment and is passionate about enabling an organisation whose work advances gender equality globally. You are proactive, detail-driven, and take pride in resolving issues efficiently while keeping end users informed throughout the process. Candidates with prior experience in UN, INGO, or multilateral organisation ICT environments are strongly encouraged to apply.

Please do not apply if you have fewer than 3 years of relevant hands-on ICT support experience, if you are seeking a purely software development or programming role, or if you are not available to be physically based in Nairobi on a full-time basis.

• Visit the UN Women careers portal at jobs.undp.org or the official UN Women recruitment page and search for the ICT Associate – Nairobi (NPSA6) vacancy.
• Create or log in to your UN Women/UNDP Inspira or recruitment system profile.
• Complete the online application form in full, uploading an updated CV and a cover letter outlining your relevant ICT support experience.
• Ensure your application is submitted before the closing date of 29 June 2026. Late or incomplete applications will not be considered.
• Only shortlisted candidates will be contacted. UN Women is committed to diversity and encourages applications from women, persons with disabilities, and candidates from underrepresented groups.