IT Operations Assistant (Help Desk Dispatcher), SC4, Madhuchara Hub, Ukhiya, Cox's bazar

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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 world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

ORGANIZATIONAL CONTEXT

WFP has been supporting 1.4 million people in Cox’s Bazar, Bangladesh: 862,000 Rohingya refugees and host community Bangladeshi under the L3 emergency operation. The 2020 Joint Response Plan seeks to strengthen protection and solutions for Rohingya refugee women, men, boys and girls; deliver quality, life-saving assistance to people in need; foster the well-being of communities in Ukhiya and Teknaf Upazilas; Multi-sector assistance including food, water and sanitation, shelter, and access to healthcare and education will continue and be improved in 2020 for Rohingya refugees.

WFP is envisioning a large scale-up of the existing engineering projects to meet the food security needs of all of the new refugee influx and site management engineering project requirements. In parallel, WFP envisions a cash transfer assistance programme targeting host communities that are suffering under the pressure of the large population increase in the area. The plan for host community assistance is to provide conditional cash transfers with the objective of enhancing livelihood opportunities.

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 fulfil the needs of internal and external partners.

JOB PURPOSE

Support and provide technical assistance to humanitarians using the ETS services.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the overall guidance and supervision of Help Desk Officer, the Help Desk Dispatcher will be responsible for the following duties:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat.
• Translate users’ manuals and any other customs support publication.
• Provide technical assistance for questions and problems; walk the customer through the problem-solving process.
• Follow up with customers to ensure full resolution of issues.
• Record events and problems and their resolution in logs and run reports to analyze common complaints and problems.
• Monitor the network and report outage and unresolved issues to the next level of support personnel.
• Provide accurate information about ETS products or services.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.
• Any other duties as required.

STANDARD MINIMUM QUALIFICATIONS

Education: B.SC in Computer Science or Information Technology or relevant field.

Experience: Minimum 2 years’ experience installing and configuring computers operating systems, and experience in installing LAN/WLAN both server and client-side. Familiar with IP and MAC Address.

Knowledge and skills:

• knowledge in mobile operating systems (Android, Apple OS).
• Good statistical skills using Microsoft Office products( Excel).
• Good knowledge of network fundamentals as well as computers and mobile operating systems.
• Versed in customer service techniques and end users support.
• Basic network troubleshooting and device connectivity.
• Excellent communication skills
• Ability to work under pressure and a high volume of support requests.

Languages: Fluency in both oral and written communication in English and Bangla

TERMS AND CONDITIONS

Contract Type : Service Contract

Contract Duration : 12 months

Duty Station : Madhuchara Hub, Ukhiya, Cox’s Bazar, Bangladesh

Nationality : Bangladeshi only

No. of post : 1 (One)

DEADLINE FOR APPLICATIONS

22 December 2020

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Female applicants and qualified applicants from developing countries 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.