IT Operations Assistant (End User Support), Fixed Term-G5, based in Addis Ababa 1

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

TERMS AND CONDITIONS

JOB TITLE: IT Operations Assistant (End User Support),(VA # 178809) TYPE OF CONTRACT: Fixed Term-G5 UNIT/DIVISION: Technology (TEC) Unit DUTY STATION (City, Country): Addis Ababa, Ethiopia DURATION: One year with a possibility of extensions REPORTING LINE: IT Operations Assocaite or the designate

ABOUT WFP

The World Food Programme (WFP) is United Nations frontline agency in the fight against hunger, WFP is continually responding to emergencies. We save lives by getting food to the hungry fast. But WFP also works to help prevent hunger in the future. We do this through programmes that use food as a means to build assets, spread knowledge and nurture stronger, more dynamic communities. This helps com- munities become more food secure. On average, WFP aims to bring food assistance to more than 80 million people in 80 countries. WFP Ethiopia is working with the Government and humanitarian partners to strengthen the resilience of Ethiopia’s most vulnerable population and to chart a more prosperous and sustainable future for the next generation. The Country Office also supports programmes that use food assistance to empower women, transform areas affected by climate change and keep children in school. It aims to contribute to Ethiopia’s five-year development agenda, the Growth and Transformation Plan (GTP), through which the Government combats food insecurity.

ORGANIZATIONAL CONTEXT

This job is found in Addis Ababa Country Office. The Jobholder report to the IT Operation Associate or the designate. At this level, jobholders are expected to take responsibility for completion of a range of processes and activities requiring interpretation of standard guidelines/practices. Jobholders are able to recommend a course of action to staff at various levels and may allocate tasks to other staff.

JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)

1. Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use. 2. Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available. 3. Maintain documents, applications, procedures, and other materials that are produced and shared by the support team on cloud. 4. Dispatch and track IT equipment’s to field offices based on demand according to agreed standards and deadlines to support the effective delivery of services. 5. Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services by utilizing WFP service management system. 6. With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively. 7. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology. 8. Responsible for maintaining information records such as updating IT items transaction records to ensure the information is current and well organized. 9. Operate and support teleconference and video infrastructures and maintain their regular updates. 10. Support and diagnosis telephony system, shared printing, MFP and copying solutions. 11. Coordinate and facilitate maintenance of workplace IT equipment’s. 12. Install, operate, and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures. 13. 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. 14. Suggest improvements to methods and processes in order to support the continuous improvement of IT services. 15. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met. 16. Perform other duties as required.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience resolving more complex technical issues. • Has experience with the application of client services standards to resolve or escalate clients’ service problems. • Has experience with small Thuraya satellite terminals installation and operation. • Has experience on providing IT support to many locations concurrently. • Has experience on cloud-based platform service provision. • Has experience on teleconference and video conference management. • Has experience on service provision using service management system. • Has experience on IT support on multifaceted working environment.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A university degree in Computer Science or Information Systems is desirable. Trained on Microsoft Windows Server 2016 Operating System Platform; Cisco Certified (CCNA), Trained and Certified on Wireless Network infrastructure.

Experience: At least five years of progressively responsible technical experience in IT or a university degree with 3 years of technical experience in a related area. Specifically, experience in LAN, WAN, WLAN, telephony systems, teleconference and video conference installation, and troubleshooting, Exchange Server based messaging system administration, Office 365 desktop applications support, Microsoft Active Directory Infrastructure, MFP and duplicating devices operation and troubleshooting, IT Helpdesk support, and IT asset management. Languages: Fluency in both oral and written communication in English. Knowledge of the Amharic language is added advantage.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
• Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
• Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
• Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
• Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
• Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
• Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
• Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
• Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
• Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
• Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
• Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

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

DEADLINE FOR APPLICATIONS

26 December 2022

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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.