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IT Operations Assistant G4

New Delhi

  • Organization: WFP - World Food Programme
  • Location: New Delhi
  • Grade: Administrative support - Administrative Services and Support - Generally no need for Higher Education
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
    • Information Technology and Computer Science
  • Closing Date: Closed

 

Vacancy Details

Post Title                    :           IT Operations Assistant

Organization              :           United Nations World Food Programme (WFP)

Unit/Division              :           Global IT Service Desk /Technology Division

Duty Station               :           New Delhi, India

Grade                          :           GS-4 Level

Type of Contract        :           Fixed Term Appointment

Number of Positions  :        Multiple positions

Work Schedule          :           24/7 Shift schedule     

Duration                     :           One year (Renewable)

Nationality                 :           Indian

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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.

Female candidates and qualified professionals are especially encouraged to apply

ABOUT WFP

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The mission of WFP is to end global hunger as part of the Sustainable Development Goals. 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. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters.

Objective of the Position

WFP is seeking to hire  IT Operations Assistants, based at the offshore office of Headquarters Global IT Service Desk in New Delhi, India. The IT Operations Assistant will work in a larger team setup  and are expected to deliver accurate technical work in an organized manner.  The incumbent will assist the team with day-to-day Global ITSD, IT Service Management process (Queue Management/ ITSM Tool / Cisco/ O365/ Microsoft/ Endpoint) Application support, Cross-functional, SAP L-1 and documentation.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the general supervison of the Technology Division and the direct supervion of the ITSD Manager, the IT Operations Assistant will be responsible for performing the following key functions:

  • Undertake monitoring of Hqs. and field office support tickets using the internal ticket tracking system established by the ITSD.
  • Assist and undertake trouble shooting by configuring and installation of systems under respective area of technology and provide resolution.
  • Manage laptop/desktop setup and deployments of services for new employees using standard hardware, images and software.
  • Collect and document service desk procedures to help build an empowered knowledge management.
  • Respond to routine technology related queries and escalate where appropriate, to provide a timely and accurate service to clients by way of consistent quality customer service to both internal and external customers that meet or exceeds the organization standards. 
  • Help build a knowledge bae of common routine problem and requests and solutions to reduce ticket inflow. 

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  • Alert and inform the concerned Manager when services/lights are down. 
  • Advise with end users IT problems and issues and participate in projects as needed.
  • Review service desk tickets and prepare a detailed summary of findings and recommendations. 
  • Undertake standard data entry and reporting tasks in accordance with defined systems, to ensure information is organized and readily available for ITSD team members.
  • Support the maintenance on data storage and documents.
  • Perform other related duties as required.
  • Alert and inform the concerned Manager when services/lights are down. 
  • Advise with end users IT problems and issues and participate in projects as needed.
  • Review service desk tickets and prepare a detailed summary of findings and recommendations. 
  • Undertake standard data entry and reporting tasks in accordance with defined systems, to ensure information is organized and readily available for ITSD team members.
  • Support the maintenance on data storage and documents.
  • Perform other related duties as required.

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 Understands technical aspects of own job and applies them in a thorough and systematic manner to analyze customer’s technical issues and offer value adding advice and/or solutions.
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 Demonstrates working understanding of existing hardware, software, servers and network management to resolve users’ routine problems using WFP’s established processes and tools.
Procurement and Contract Management Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

Education, Experience and Language Requirements

Education: Completion of Secondary School Education. A university degree in Computer Science will be added advantage. Certifications in Microsoft/Cisco/O365/ITIL Service management/ Symantec Endpoint/ Mcafee/Sophos are desirable.

Experience: Three or more years of relevant experience in IT related sector. Candidates working in the BPO/IT enabled services organization will be preferred.

Languages:  Fluency in the English language is a key requirement and knoweldge of any other UN official language will be an asset.

Knowledge and Skills

·         Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated

·         Ability to work with people from different backgrounds.

·         Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.

·         Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioural Flexibility.

·         Ability to provide the first level of support to users requesting help with software, hardware, telephones, printers.

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TERMS AND CONDITIONS

  • The UN WFP offers a competitive package, with pension and medical benefits to the staff member and his eligible dependents. 
  • Only candidates under serious consideration will be contacted.
  • A written test will be used as a form of screening.
  • In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. Any appointment/extension of appointment is subject to WFP Staff Regulations. This is a a General Service position, therefore, only applications from Indian Nationals will be accepted and applications who are not nationals of India will not be considered.

DEADLINE FOR APPLICATIONS

VA Opening day - 14 June 2018

VA Closing day -   28 June 2018

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Female applicants and qualified applicants are especially encouraged to apply

WFP is committed to promoting diversity and gender balance. WFP adheres to “zero tolerance policies” in the workplace.

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.

 
This vacancy is now closed.
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