Information Technology Assistant

Organizational Setting

The position is located in the Sub-Regional Office for the Gulf Cooperation Council States and Yemen (SNG).

Main Purpose

The Information Technology Assistant coordinates and performs the full range of Information Technology (IT) support functions. He /she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised

The Information Technology Assistant reports to the Sub-Regional Coordinator of SNG and follows technical standards and procedures established by the IT Division. The incumbent operates independently and takes decisions on work priorities. Supervision received is focused on divisional/ departmental IT priorities, in particular the meeting of timelines and the quality of support given to clients.

Working Relationships

The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He /she works closely with the IT Division to ensure problem resolution and service delivery.

Key Functions/Results

• Receive and log all requests from users relating to IT services in the Service Desk System;
• Provide first and second level * (*see below) support for divisional/ departmental users to resolve issues regarding the full range of computer applications as well as standard and non-standard hardware, software and peripherals (CD-writers, scanners, USB-drives, etc); act as liaison between users and the IT Division for resolution of more complex or persistent issues that cannot be solved directly; monitor progress and ensure problem resolution;
• Assist in more complex tasks related to web publishing and media production and provide support on how to make most effective use of information technology;
• Deploy and configure hardware and software, including non-standard equipment that has been cleared for use as per established policies and procedures; assist in implementing procedures for data backups;
• Ensure user access to the corporate/ divisional/ departmental IT infrastructure: set up network services according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage divisional/ departmental shared drives and public e-mail folders;
• Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, PDAs and smartphones, and maintain IT stationery supplies;
• Provide user guidance and training on IT equipment and services and contribute to the IT knowledge base;
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment;
• Advise divisional or departmental staff on the selection of both standard and non-standard IT hardware and software, carry out market research on availability and pricing and liaise with external suppliers as appropriate;
• Assist in the planning and procurement of IT-equipment and software, based on established equipment life cycle processes: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related Purchase Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software
• Manage the divisional/ departmental pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Desk System and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded;
• Process separation clearance as per established procedures;
• Perform other related duties as required.

Impact Of Work

The incumbent plays a lead role in the overall provision of FAO information technology services. He/ she plays a lead role in the provision of information technology support services for successful achievement of the organizational unit's mandate.

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CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education

Experience: Four years of relevant experience in IT-support work

Languages: Working knowledge (Level C) of English and either Arabic or French

IT Skills:

• Very good knowledge of the MS Office applications and Microsoft O365, systems installation and configuration, Internet and office technology equipment;
• Networking and IT Equipment support;
• Basic UNDSS IT Security Awareness or equivalent;
• At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification

Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical Skills

• Very good understanding of the IT infrastructure
• Very good knowledge of IT governance policies and procedures
• Very good problem solving skills related to IT issues

Desirable Qualifications and Skills

• Extent of knowledge of FAO's corporate systems and data base, or knowledge of other IT modules or applications relevant to IT procedures or management would be considered an asset
• Work experience within United Nations System or an international organization is an asset

Assessment

Evaluation of qualified applicants may include an assessment exercise and a technical / competency-based interview.