IT Helpdesk Assistant

About the role

The IT Helpdesk Assistant will provide first‑level technical support to UNDP staff in Port Moresby, ensuring smooth operation of hardware, software and network services on the UN premises. Working under the supervision of the ICT Analyst, the role involves troubleshooting, equipment management and supporting ICT operations for meetings and events.

Key responsibilities

• Deliver first‑level support for hardware, software, Microsoft 365, email and network issues, logging and resolving tickets via the service‑desk system.
• Install, configure and maintain desktops, laptops, printers and other peripherals; prepare equipment for new staff and handle collection/revocation during staff separation.
• Troubleshoot basic LAN, Wi‑Fi, VPN and Internet connectivity, and escalate ISP, firewall or infrastructure problems as needed.
• Monitor the help‑desk queue, maintain accurate ticket records, identify recurring issues and support equipment deployment, relocation and disposal.
• Assist with ICT setup for meetings, video‑conferencing, training sessions and emergency/DR exercises, including support for shared ICT facilities.

Required profile

• Technical or vocational diploma in Information Systems Management, Data Management, Business Computing, Information Science, Computer Science or equivalent.
• At least 3 months of relevant experience providing IT support.
• Fluent English (reading, writing and speaking).

Required skills

• Proficiency with Microsoft 365 suite (Teams, Outlook, OneDrive) and Windows operating systems.
• Experience with standard office equipment (printers, scanners, photocopiers) and basic network troubleshooting (LAN, Wi‑Fi, VPN).
• Knowledge of MS Office applications, especially Word and Excel 365.
• Relevant certifications such as CompTIA A+, ITIL 4 Foundation, Microsoft 365/Windows or Cisco certifications are a plus.