ICT Assistant

Organizational context

The International Fund for Agricultural Development (IFAD) is an international financial institution and a specialized United Nations agency dedicated to eradicating rural poverty and hunger. It does so by investing in rural people. IFAD finances programmes and projects that increase agricultural productivity and raise rural incomes, and  advocates at the local, national and international level for policies that contribute to rural transformation.

Post's organizational accountability

The  Information  &  Communications  Technology Division  (ICT)  delivers  secure,  reliable,  and  integrated technology solutions which enable delivery of business value and provide IFAD with a strategic advantage through technical innovation and agile ICT services, and by streamlining corporate processes using effective ICT solutions. It facilitates access to information, ensures reliable and secure availability of information and communication means, provides a sustainable and secure digital environment and offer standard ICT services.

ICT Assistants perform both procedural and specialized activities pertaining to the Fund’s ICT systems, which include Enterprise Resource Planning (ERP-PeopleSoft), desktop administration, server operations, hardware, software and audio-visual. Specialized activities typically pertain to the evaluation/testing, installation, routine configuration and maintenance of ICT system components and user training. Procedural activities include all other processes not requiring the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.

ICT Assistants work under the overall management guidance of the Director, ICT, and the direct supervision of an ICT Manager, or a Senior ICT Specialist, or ICT Specialist. The accountabilities/key results expected are:

1.   General ICT / Office Support

2.   ICT Administration

3.   Managerial Functions

Key results expected / Major functional activities

1. General ICT / Office Support: ICT Assistants at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff. Activities include:

• receiving and logging service requests;
• creating and assigning work orders;
• maintaining and updating files (electronic and paper) and internal databases;
• maintaining ICT inventory, manuals and other documentation. They may be required to lift, move, mount, or store equipment.

2. ICT Administration: ICT Assistants are accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality. Representative accountabilities/key results include:

• evaluating, testing, installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment;
• assisting in routine administration, operation, technical support, and monitoring of network infrastructure at HQ and decentralized IFAD offices;
• providing second-level user support/troubleshooting, liaising with internal colleagues and local IT support of hosting agencies as required;
• extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary;
• performing backup and restore procedures of client workstations and servers following standard backup procedures; 
• assisting in the design and generation of computer reports;
• assessing user training needs, preparing training materials and providing on-the-job training in the use of ICT systems.

3. MANAGERIAL FUNCTIONS: The ICT Assistant Is accountable for integrity, transparency, and equity in the personal use of assigned IFAD resources, including equipment, supplies and, as applicable, staff supervised.

Impact of Key results / Key performance indicators

The impact of the work of ICT Assistants impacts on the delivery of routine ICT administration activities that are closely interrelated with the work of other members of the ICT team to which assigned. The work performed affects not only the functionality of fundamental ICT systems, but also the operational efficiency of staff throughout the Fund. Indirectly his/her work impacts on delivery of Fund-wide programmes.

Representation / Work relationships

ICT Assistants play a key role in providing ICT customer service support (second level), troubleshooting and training to staff at all levels of the Fund. The incumbents are routinely involved in working closely with colleagues in ICT on crosscutting issues and with client departments and staff in the handling and resolving of routine as well as specialized processes and delivery of ICT services. These relationships are important to ensure that (a) client needs are met expeditiously, (b) ICT systems are functioning as designed and (c) the Fund’s staff are kept aware of new software releases, tools and equipment.

Competencies

Organizational

• Strategic thinking and organizational development: Personal influence (Level 1)
• Demonstrating Leadership: Personal leadership and attitude to change (Level 1)
• Learning, sharing knowledge and innovating: Continuously seeks to learn, shares knowledge and innovates (Level 1)
• Focusing on clients: Focuses on clients (Level 1)
• Problem solving and decision making: Demonstrates sound problem solving and decision making ability (Level 1)
• Managing time, resources and information: Manages own time, information and resources effectively (Level 1)
• Team Work: Contributes effectively to the team (Level 1)
• Communicating and negotiating: Communicates effectively: creates understanding between self and others (Level 1)
• Building relationships and partnerships: Builds and maintains effective working relationships (Level 1)

Technical/Functional

• Good knowledge of the Fund’s ICT strategy, regulations, rules and procedures as well as systems and applications.
• In-depth knowledge of computer information systems, including micro- computer operating systems software (e.g.  Windows, LINUX, Mac OS), hardware and applications software and other office technology equipment.
• Good working knowledge of networking principles and networking equipment (i.e., firewalls, switches, routers, access points and cabling)
• Ability to develop and provide training.
• Ability to correctly and promptly identify problems, develop solutions and resolve issues.
• Takes responsibility to respond to service needs promptly and proactively. Demonstrates a high degree of integrity, reliability and honors matters of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.
• Related technical certifications is an advantage.

Minimum recruitment qualifications

Education:

• High school diploma is required; Baccalaureate or equivalent is preferred.

Experience:

• Minimum of four (4) years of progressively relevant experience is required. Experience in office support, including at least one year of relevant ICT experience is highly desirable.

Language requirements:

• Excellent written and verbal communication skills in English. Working knowledge of another official language (Arabic, French, or Spanish) is desirable.

Others: 

• Successful pass in the skillcheck test.

Other information

Applicants should note that IFAD staff members are international civil servants subject to the authority of the President of IFAD, and they may be assigned by him/her to any of the activities of IFAD, including field assignments and/or rotation within IFAD.

In the interest of making most cost effective use of funds and resources, we are only able to respond to applicants who are short-listed for interview. Candidates who do not receive any feedback within three months should consider their application unsuccessful

Candidates may be required to take a written test and to deliver a presentation as well as participate in interviews.

The position is located in Rome. Successful candidates will be hired with local appointment conditions on a local-hire basis only and need to possess a valid document authorizing them to reside and work in Rome when they take up the appointment.