IT Operations Assistant (Service Desk) - G5- Multiple Positions

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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 (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP has been working in Afghanistan since 1963. WFP food assistance aims to help the most vulnerable, food-insecure Afghans, including women and children, and families affected by conflict and natural disasters. In the approved Country Strategic Plan (2018-2022), WFP Afghanistan is well placed to provide comprehensive support to the country in achieving Zero Hunger by 2030 via its six closely interrelated outcomes, which range from emergency response to livelihoods creation, as well as nutrition Programmes based on a life-cycle approach, and the strengthening of national food systems.

The United Nations World Food Programme (WFP) 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.

ORGANIZATIONAL CONTEXT

This job aims to develop, maintain, test and implement IT solutions in line with business requirement. At this level, the job holder is expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgement to use judgment in dealing with unforeseen problems daily. Furthermore, the jobholder is typically expected to develop part of the database and provide end-users technical support after delivering the IT Solutions in line with business requirements.

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)

- Ensure the WFP Afghanistan all System backups and data security/privacy by collecting and analyzing accurate reports on ICT activities, investments, deployment, and managing WFP corporate standards. - Provide end user ICT supports to all staff including visitors and consultants as per WFP corporate standards - Make sure for document/filling management system support of Office365 packages to all users. Presenting and guidance to the users for the usage of Office365 Packages are properly managed. - Make sure for the management and support of WFP AFG Ticketing System and WFP AFG ITService Desk emails on regular basis, provide solution/support or feedback on technician assignment. - Directly in touch with the users regarding of using the license-based software according to the WFP policy and standard, further following up with the software procurement processes, installation and guidance to the users. - Visit/Survey, Support for the end users and weekly maintenance of all network devices within the organization. - Follow to set emergency response processes and procedures as required to provide support in enabling emergency ICT assistance/support after official and/or weekends. - Monitor WFP Corporate Apps, system security, and make sure all systems are up to date and complied with WFP security policy - To ensure staff have access to the required ICT services and products both on Intranet and Internet 24/7. - To ensure ICT policies, procedures, systems, and tools are correctly applied to assist WFP staff (and other UN agencies when needed) in conducting their Work. - Carry out system and hardware maintenance tasks, such as running specialized network monitoring and system protection, to ensure ICT infrastructure is running effectively and efficiently. - Monitor technology reliability, identify user needs, analyze data and produce accurate reports in order to recommend ICT solutions to support informed decision-making. - Provide technical and operational support to the CP and programme team to effectively operationalize the WFP SCOPE (Beneficiary management system) in the relevant area. - Implement improvements to methods and processes within the IT unit to support the continuous improvement of ICT services provided. - Understand global data privacy and protection rules and regulations. - Keep up-to-date technical systems documentation for advanced IT solutions to support systems maintenance. - Resolve queries independently, escalate if required, ensure that standard IT questions are answered and provide accurate information to staff. - Support the coordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively. - Assist in the release of IT systems and provide early life support to prepare for and enable proper use of the IT solution. - Contribute to installation, configuration, and customization of IT systems and integration and immigration of data between systems, ensuring compliance with WFP's IT standards, guidelines, and procedures. - Collect and collate data, conduct fundamental analysis to support the development of accurate reports.

STANDARD MINIMUM QUALIFICATIONS

Education:

Bachelor’s in computer science, or Information Technology is required.

Knowledge & Skills: • Knowledge of work routines and methods in order to complete processes under minimal supervision. • Ability to identify data discrepancies and rectify problems requiring attention. • Knowledge of safety precautions • Ability to inspect and evaluate equipment/appliances and resolve malfunctioning quickly with other ICT staff. • Ability to carry out the installation of the ICT equipment/appliances expertly and sometimes under difficult and awkward physical circumstances. • Ability to multi-task and respond simultaneously and in a timely fashion to job requirements. • Ability to communicate clearly both orally and in writing and draft various correspondence. • Ability to work in a multicultural environment.

Experience:

Five or more years of progressive experience in ICT. Completion of two of the following certifications: • Microsoft • Cisco

Languages:

Fluency (level C) in English, Pashto and Dari is required. Knowledge of another official language of the United Nations would be an advantage.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

- Has successfully performed the installation or testing of new hardware for improving or upgrading system performance, such as servers, VSAT, Firewall, Switches & Access points. - Has proven experience analyzing server management, complex network management, IT and Telecom system management in emergencies. - Strong knowledge of IT software and hardware. - Has experience resolving more complex technical issues. - Has worked with the head of units in defining requirements for functional area. - Has proven experience analyzing server management, complex network management, IT and Telecom system management in emergencies. - Have the experience in VSAT setup, configuration, and management GVF (Global VSAT Form) Certification will be an advantage. - Has experience resolving service desk frontline ICT issues. - Proven knowledge and experience in Server Services management (AD, DNS, DHCP, NTP, RODC, FTP and Microsoft Office 365) and proven experience in ESXi and VMware and certification will be advantageous. - Understand various Incident management system workflow and performance.

TERMS AND CONDITIONS

Position Title: IT Operations Assistant (Service Desk) Grade: G5 Contract: Fixed Term Duty Stations: Kabul,

Number of Positions: 8 (Eight) Salary: Competitive remuneration package Medical Plan: International valid medical plan valid also for staff, spouse and dependents children under 18 years

WFP Work Envirionment WFP is committed to ensuring that all its workplaces are free from abuse, offensive behaviour, harassment, abuse of authority and discrimination. WFP is also committed to promoting a work culture in which every employee understands, and is able to carry out, his/her personal responsibilities for maintaining the dignity of work colleagues. WFP seeks to promote gender equality and the empowerment of women. We believe our mission of fighting global hunger worldwide can only be achieved if women, men, girls and boys are offered equal opportunities in terms of access to resources and services and participation in decision making roles.

DEADLINE FOR APPLICATIONS

2nd December 2021

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Female applicants and qualified applicants with disabilities 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.