IT Operations Assistant (Helpdesk) G5

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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.

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.

WHY TO WORK AT WFP?

Join us to make a difference!

SAVING & CHANGING LIVES ❤ Make a difference, the world will notice. We are driven by our mission to fight world hunger and feed people’s dreams of a brighter future

GLOBAL COMMUNITY 🌍 Build bridges that unite people across the world. Being part of a global, diverse and multicultural community like WFP, will continuously expose you to new ideas and perspectives.

UNLIMITED POSSIBILITIES 💡 Unlock possibilities you never thought you'd find. WFP goes anywhere it is needed and does whatever it takes to get the job done

ORGANIZATIONAL CONTEXT

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. We are seeking to fill an IT Operations Assistant, based at the WFP Amman Jordan Country Office

JOB PURPOSE

Under the overall supervision of the Head of Support Services and the direct supervision of the Head of ICT Services, The IT Operations Assistant at this level demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. These jobs may require to report for duty on short notice.

KEY ACCOUNTABILITIES (not all-inclusive)

1.    Support in identifying requirements for the high-level design and deployment of technology solutions and systems to support digital services. 
2.    Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimization, to ensure they are running effectively and enable easy and efficient use. 
3.    Maintain technology and records, including recording in inventory systems, standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP Jordan staff is available. 
4.    Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up-to-date. 
5.    Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services. 
6.    Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services. 
7.    With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively. 
8.    Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology. 
9.    Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organized.
10.    Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures. 
11.    Support the development of standard material such as training documentation and web content to ensure staff have access to required information about IT services and products. 
12.    Suggest improvements to methods and processes in order to support the continuous improvement of IT services. 
13.    Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met 14. Perform other related duties as required.
 

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.

Experience: 

• Four or more years of progressively work experience in ICT technical support.
• Experience in network operations, implementation, and understanding of Windows environment, LAN/WAN, firewall management 
• Proven ability in helping partners build a Microsoft best practice solution process and understanding of office 365 offerings.
• Solid understanding of switching / Routing/CISCO ISE/CUCM and enterprise contact centre/VPN Concentrator/ IDS/IPS / Firewall products range
• Knowledge of ITIL v4 Foundation CNNA, MCSA, Microsoft Azure certifications would an asset

Language: Fluency in the English and Arabic language

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

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

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

TERMS AND CONDITIONS

Applications must be submitted online through WFP e-Recruitment System

• Internal WFP staff can access the VA through the internal WFP CAREER page via the link: http://newgo.wfp.org/services/e-recruitment
• External applicants are kindly requested to follow the link: http://www1.wfp.org/careers/job-openings

Make sure that you answer all mandatory questions accurately and to attach your updated CV in English.

• Join WFP to be part of saving lives and changing lives:  https://www.youtube.com/watch?v=N4rFCbNDXiw&feature=youtu.behttp://ar.wfp.org/videos/recruitment-video-ar

Only short-listed candidates will be contacted.

DEADLINE FOR APPLICATIONS

31 May 2022

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All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

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.