ICT Helpdesk Technician job at UNU

  • Full Time
  • Tokyo, Japan
  • Applications have closed

Website United Nations University (UNU)

Job Description

The UNU Campus Computing Centre (C3) serves as the technology arm of the United Nations University, providing responsive, user-focused and cost-effective information and communications technology (ICT) solutions that assist UNU and its institutes in successfully achieving their respective missions. In fulfilling this responsibility, C3 is committed to guiding the University’s strategic technology direction and overseeing the coordination and support of ICT infrastructure, resources, and services in alignment with the University’s mission and goals.


Provision of help desk support, focusing on the following tasks:

  • Diagnose, debug, resolve and document end-user technical issues
  • Systematically track issues, escalate accordingly, and follow up in a timely manner
  • Contribute towards the reduction of helpdesk incidents by identifying recurring issues and their root causes

Provides support to C3 operations, focusing on achievement of the following results:

  • Assist in the provisioning and management of user accounts and end-user devices
  • Coordinate with focal points on the management of user accounts
  • Design, test and deploy device management policies in coordination with ICT focal points

Provides support to ICT Initiatives, focusing on achievement of the following results:

  • Coordinate with colleagues while working on short-term and long-term ICT projects
  • Develop sustainable workflows and procedures to address recurring issues identified via helpdesk
  • Perform other duties as assigned by supervisor

Key performance indicators:

  • Timely and quality resolution of helpdesk issues
  • Contribution to development of sustainable ICT workflows
  • Quality and level of engagement with UNU institutes


  • Secondary Education with specialized certification in ICT OR Bachelor’s degree in ICT or in a relevant field
  • Secondary education with 4 years OR Bachelor’s degree with 2 years of experience in helpdesk support, some of which preferably in an international setting;
  • Experience supporting of Windows systems (10, 11), macOS systems (11, 12), and multi-function printers, MS 365 services, MS Exchange Online, computer hardware and software deployment and administration
  • Understanding and basic experience with IP networking
  • Knowledge of MS Intune, JAMF, Active Directory/Azure Active Directory, MDM platforms, VMWare/virtualization environments;
  • Familiarity with scripting languages for task automation
  • Other Desirable Skills: Initiative, strong conceptual abilities, sound judgment, drafting ability, resilience, flexibility
  • Fluency in English is required
  • Competency in Japanese is desired
  • Knowledge of another UN official working language is an asset.