ICT Associate (Service desk) G6 - Aden

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance

ABOUT WFP

The United Nations World Food Programme is the 2020 Nobel Peace Prize Laureate. We are the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters, and the impact of climate change.

Aiming to feed 13 million of the most vulnerable people with food assistance, WFP’s emergency response in Yemen is the agency’s largest anywhere in the world. WFP also provides nutrition support to 1.7 million children and mothers and delivers school meals to 850,000 children each day.

ORGANIZATIONAL CONTEXT

This job is found in WFP Yemen Country Office, Aden and the incumbent will be reporting to the Information Technology Officer, Head Of Unit. Job holders at this level demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders manage resources and coach and coordinate a team of security support staff. These jobs may require to report for duty on short notice.

JOB PURPOSE

To coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)

1. Carry out system and hardware maintenance tasks, such as running specialised network monitoring and system protection, to ensure technology is running effectively.
2. Monitor technology reliability, identify user needs, analyse data and produce accurate reports in order to recommend IT solutions to support informative decision-making.
3. Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff.
4. Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
5. Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.
6. Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.
7. Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.
8. Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided.
9. Coordinate installation and maintenance of telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
10. Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies.
11. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area.

Experience: Minimum 5 years of relevant experience.

Language: Fluency in both oral and written communication in English and Arabic.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
• Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
• Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
• Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.

People

• Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
• Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
• Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
• Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.

Performance

• Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
• Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
• Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
• Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.

Partnership

• Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
• Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
• Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.

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 Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference. Service Management Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved. Client Management Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions. Procurement and Contract Management Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.

OTHER SPECIFIC JOB REQUIREMENTS

1. Responsible for the overall performance of the helpdesk ticketing system (EasyVista) by following up with the team the status of the tickets and review the daily, weekly and monthly tickets reports to make sure that the IT requests are responded on time.
2. Technically guide the junior IT helpdesk team by providing the required technical guidance to ensure that all the IT requests are solved effectively.
3. Ensure that all the workstations and servers are updated to the latest operating system version to maintain the KPI of the office to 100% according to WFP standards.
4. Monitor the connectivity status and bandwidth for all connections in the Aden office buildings and remote sites. Prepare a full bandwidth report every week and formulate key data indicators to be present for IT management decision.
5. Assist in planning and initiating network infrastructure upgrades by proposing new technologies to meet the need of expanding the network in different sites.
6. Install, configure and maintain telephone PBX system to support IP, digital and analogue telephone systems. This includes programming the phone extensions for all the staff members. Integrate VSAT voice services with PBX systems and make sure that the service is available.
7. Manage and troubleshoot WAN/LAN devices including routers, WLC, access points, switches, load balancer and other devices to make sure that they are always available.
8. Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
9. Assist in conducting technical assessment for the IT projects by preparing the required diagrams, BoQ, follow up the procurement process, follow up the implementation process to make sure that the IT projects are implemented within the timeline.
10. Assist in performing routine deployments of servers hardware and software, including assisting in testing and the identification of problems, to contribute to the effective functioning of technology.
11. Perform any other duties assigned by the direct supervisor.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience analysing service management results and development service enhancement recommendations. • Has participated in business process re-engineering efforts and identified service management improvements. • Has experience participating in country office procurement/budgeting process.

TERMS AND CONDITIONS

1. The applicant should be a Yemeni national or having work/residency permit.
2. WFP staff who are still under probation period are not eligible to apply for another FT position.
3. WFP staff on FT contracts must have completed one year in the current position to be eligible to apply for another FT position.
4. WFP is an equal opportunity employer.
5. WFP does not charge a fee at any stage of the recruitment process.
6. By submitting your application, you have read the Terms of Reference for this position and agree that any false, wrong or incomplete information might lead to your disqualification in this recruitment process
7. Applications must be submitted online:

• Using English language only.
• Indicating all your job TOR.

• Indicating clear years of experience with each job (month/year)

• (NB: Successful candidates vetted as viable candidates through the application process will be retained on internal roster for a two-year period and may be given further consideration for future similar specific position advertised)

DEADLINE FOR APPLICATIONS

08 March 2022

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WFP never uses external recruitment agencies and recruitment is always is free of charge. WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. The selection of staff are made on a competitive basis and we are committed to promoting diversity and gender balance. Only applicants whose profiles meet the advertised job requirements will be considered and only within the announced deadline.

لا يقوم برنامج الأغذية العالمي بالاستعانة ابداً بأشخاص او بوكالات خارجية في التوظيف، علماً بان عملية التوظيف دائماً مجانية. يبحث برنامج الأغذية العالمي عن مرشحين من أعلى درجات النزاهة والكفاءة المهنية والذين يتقاسمون مبادئنا الإنسانية

يتم اختيار الموظفين على أساس تنافسي ونحن ملتزمون بتعزيز التنوع والتوازن بين الجنسين. سيتم النظر فقط للمتقدمين الذين تفي ملفاتهم الشخصية بمتطلبات الوظيفة المعلن عنها، وفقط خلال الموعد النهائي المعلن

Female applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.