IT Operations Assistant - SSA4 at World Food Programme (WFP)

Ref: 52076
Location: Damaturu

Organizational Context

• This job is found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ).
• The Job holders report to a Head of the Unit, Chief, or Information Technology Officer, or the designate.
• At this level, work is carried out under the direct supervision of a more senior staff.
• Job holders work in a team and are expected to produce organised and accurate technical work.

Job Purpose

• To deliver standard software and hardware support services, as well as monitoring and maintaining a wide range of information sources, to contribute to the effective delivery of IT services.

Key Accountabilities (not all-inclusive)

• Carry-out system and equipment maintenance tasks, such as back-up system data and system protection, to ensure they are running effectively and enable easy and efficient use.
• Undertake basic monitoring and troubleshooting of server systems to ensure a consistent delivery of IT services to staff.
• Respond to basic queries about technology and systems to support the correct application of technology.
• Receive and inspect all incoming assets and report discrepancies in IT materials inventory to senior colleagues to ensure materials are effectively tracked.
• Perform basic beta testing and support the roll out of new versions of centrally supported software to ensure software is operational for WFP staff.
• Ensure information is up to date and accurate within inventories, databases, websites, and archives in order to support senior officers in managing these systems.
• With direction from senior colleagues, collate information to be included in standard material such as training documentation and web content, to contribute to the availability of information about services and products.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

Functional Capabilities
Capability Name:

• Description of the behaviour expected for the proficiency level
• Governance, Strategy and Architecture Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems

Change Implementation, Project management, Planning and Optimization:

• Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.

Technical Expertise:

• Understands technical aspects of own job and applies them in a thorough and systematic manner to analyze customer’s technical issues and offer value adding advice and/or solutions.

Service Management:

• Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.

Client Management:

• Demonstrates working understanding of existing hardware, software, servers and network management to resolve users’ routine problems using WFP’s established processes and tools.

Procurement and Contract Management:

• Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

Standard Minimum Qualifications
Education:

• Completion of Secondary School education.

Language:

• General Service (Headquarters): Fluency (level C) in English language.
• Fluency (level C) or intermediate knowledge (level B) of another official language may be required depending on the location of the post or area of responsibility.
• General Service (Field): Fluency in both oral and written communication in the UN language in use at the duty station and in the duty station’s language, if different.

Desired Experiences For Entry into the Role:

• Academic or professional experience in computer science.
• Has experience resolving level 1 IT issues.

Other Specific Job Requirements

• This section is optional to describe additional responsibilities & knowledge required for the specific job

Terms and Conditions

• Selected candidate will be employed on a short-term service contract.
• WFP offers an attractive compensation package.