Local ICT Help Desk

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UNDP Kosovo
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Local ICT Help Desk for day-to-day operations for implementation of the Platform for the Integrated Management of Social Services and Active Inclusion Integration Platform

Location : Prishtina, Kosovo, UNSCR 1244 (1999)
Application Deadline : 30-Mar-21 (Midnight New York, USA)
Type of Contract : Individual Contract
Post Level : National Consultant
Languages Required : English
Starting Date : 15-Apr-2021
Duration of Initial Contract : 15 April 2021- 15 October 2021 (6 months with possibility of extension)
Expected Duration of Assignment : 15 April 2021- 15 October 2021 (6 months with possibility of extension)

Ministry of Labour and Social Welfare – Department of Social Policy Family (MoLSW-DSPF), for years are persistently working on progress and improvement of services as a part of institutional capacity building and increase of efficiency of their services for the community.  As part of the newly developed platform for the Integrated Management of Social Services, ILO has developed the first of 20 modules foreseen to be implemented in this platform, creating a better and more effective equal services for all. During Pandemic Covid 19, more services provided were needed to be digitalised processes and required specific attention on being delivered, considering health measures and protective healthy environment. The newly developed platform in the near future grows into one of the largest information systems and databases in Kosovo, coordinating between offices as well data exchange between institutions upgrading the capacities and network digitalised collaboration. It is planned that the platform should consist daily improvements and intervention regarding the implication of data and upgrade of the system, making friendly use and accessible for CSW. To have exquisite operation of the platform, the MoLSW-DSPF is in a need of an expert, to manage and administer connect and coordinate daily activities. Professional IT administrator/manager whose main responsibility shall be to oversee and guarantee the day-to-day management of platform ensuring continuation and sustainability as far as IT management is concerned, will perform his/her duties within MoLSW-DSPF.

Objectives of Assignment
The overall objective of this assignment is to ensure day-to-day IT operations and management of the Platform for the Integrated Management of Social Services and Active Inclusion Platform including other related information systems and IT operations within MoLSW-DSPF.


Duties and Responsibilities
Under the direct supervision of the Ministry of Labour and Social Welfare/ Department for Social Policy and Family the local ICT Help Desk is expected to:

  • Manage and administer the software module and Web Application/Platform for the Integrated Management of Social Services
  • Install, configure and manage SQL Server; IIS Server; Windows Server (2008+); and VPN and Government LAN connections
  • Create SQL Queries for ad-hoc dataset requests
  • Create SQL Reporting Services Reports as needed
  • Offer helpdesk services to 40 CSWs and the Ministry of Labor and Social Welfare relevant staff (primarily DSPF IT Managers)
  • Manage the backup and restore of databases
  • Design disaster recovery plan
  • Install, Upgrade and troubleshoot server hardware and system software architecture as needed
  • Liaise and cooperate with other institutions in implementing interoperability technical and network requirements
  • Compile hardware and system software specifications for support infrastructure as needed
  • Provide supplementary training to CSWs
  • Maintain the Integrated Help System of the software module targeting social health insurance contribution exemptions
  • Work closely with software developers and contractors


  • Day-to-day IT help desk operations and management of the Platform for the Integrated Management of Social Services and other related information systems and IT operations are provided
  • SQL Server; IIS Server; Windows Server (2008+); and VPN and Government LAN connections are configured. SQL Quaries ad hoc and reporting services are done. Overall help desk services are delivered
  • Database maintenance and backup as required.  Technicalities implemented and upgraded as required, services provided, including supplementary training for CSW’s, delivered
  • Final written report on overall accomplishment and performance of duties, provided

Scope of price proposal and schedule of payments

Remuneration - Lump Sum Amount
The Contract is based on all-inclusive fixed monthly amount of EUR 600.00 to be paid upon submission of a 4-week report summarizing the work done, cleared UNDP ALMP 2 Project Manager in cooperation with Department of Social Policy and Family, MoLSW

Required Presentation of Offer: 

The following documents must be submitted:

  • Letter of Confirmation of Interest and Availability
  • Personal CV and P11, indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Offeror and at least three (3) professional references
  • Technical proposal, a max. 2-page document briefly outlining the methodology envisaged for the assignment for delivering the expected results within the indicated timeframe
  • Confirmation of acceptance of fixed amount of EUR 600.00 per month
  • Copy of Diplomas and copy of Passport 

Criteria for Selection of the Best Offer

Combined Scoring method – where the qualifications and methodology will be weighted a max. of 70%, and combined with the price offer which will be weighted a max of 30%.


Corporate Competencies:

  • Committed to professionalism, impartiality, accountability and integrity
  • Displays cultural, gender, religion, race, nationality, ethnicity, and age sensitivity and adaptability
  • Demonstrates substantial experience in gender equality. Actively promotes gender equality in all activities
  • Treats all people fairly without favoritism

Functional Competencies:

  • Empathy and patience, people orientation
  • Ability to work effectively within a team
  • Punctuality and honoring of commitments
  • Ability to synthesize research and draw conclusions on the related subjects
  • Ability to pay attention to details
  • Excellent interpersonal skills and ability to communicate effectively, both orally and in writing
  • Ability to establish effective working relations in a multicultural team environment
  • Good organizational skills
  • Commitment to accomplish work
  • Responds positively to critical feedback
  • Results and task oriented


Required Skills and Experience

  • University Degree in Computer Sciences, Computer Engineering, Software Engineering


  • At least 5 years of relevant work experience in field of Information Systems Management especially national scale and in government environment
  • Experience Managing Microsoft SQL Server and Writing SQL Queries
  • Experience Managing Windows Server environment
  • Experience Managing IIS
  • Experience Managing Networks especially familiarity with the government network infrastructure
  • Proven experience in hardware installation, troubleshooting, maintenance and hardware specification definition
  • Proven experience in training and helpdesk service provision for Information Systems with large number of users

Language requirements:

  • Official languages in Kosovo (Albanian or Serbian)
  • Excellent analytical and report writing skills in clear and fluent English

Application Instructions:

  • Click on the "Apply now" button;
  • Input your information in the appropriate sections: personal information, language proficiency, education, resume and motivation; you can type in, or paste your short Resume into the last box;
  • Upon completion of the first page, please hit "submit application" tab at the end of the page. On the next page, you will be asked to upload your Resume
  • System will only allow one attachment. All docs (CV; P11; financial offer; list of similar profiles should be included as one attachment)
  • Please make sure to submit all the requested documents/information; otherwise, your application will be considered incomplete

Apply online.

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