IT Assistant

job Description

Organizational Setting
The main aim of the FAO country offices, which are headed by an FAO Representative (FAOR), is to assist governments to develop policies, programmes, and projects to achieve food security and to reduce hunger and malnutrition, to help develop the agricultural, fisheries and forestry sectors, and to use their environmental and natural resources in a sustainable manner.

Reporting Lines
The IT Assistant provides information resource management support to the FAO Representation. He/she works under the general supervision of the FAOR, the direct supervision of the Administrative Officer, and the technical direction of the IT Support Officer (ITSO) headquarters and the Regional Office for Africa (RAF).

Technical Focus
The incumbent ensures the updating of the installations and the management of the Information and Communications Technology (ICT) system and the equipment of the office, as well as support for the Program in the field of information technology. Information within the framework of the implementation of emergency and development projects. More specifically, the incumbent is responsible for IT support and operations at the country office level and provides support in the following areas:

Duties and Responsibilities

a.User support
•Receive, log and monitor requests related to IT matter, in the Service Desk system, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, monitor progress and resolution.
•Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matters.
•Provide instructions to users on existing technology and potential use (One drive for Business, MSOffice, Intranet, SharePoint, etc.);
•Provide instruction to users on guidelines, policies, and standards.
•Provide support to missions from Regional Office, HQs, or internal missions within the Decentralized Office.

b. Network and Connectivity
• Assist to maintain the office network infrastructure (LAN and WAN) and the respective office connectivity contracts.
•Maintain the office technology maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN).
•Ensure security of the network by following security policies and report problems when they are detected.

c.IT Equipment
•Keep track of IT assets and maintain the local office IT inventory list up to date.
•Monitor IT equipment expiry dates monthly and take upgrading/replacing measures in time.
•Assist to assign new equipment and update the IT equipment inventory list on regular basis.

d.Troubleshooting :
•Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD.
•Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system.
•Fulfil requests the SLAs, and when this is not possible to escalate the issue to the regional ISD;
•Manage all troubleshooting through service desk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.

e.Planning and proactive work
•Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters).
•Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD.
•Be aware of all the IT Division policies and ensure to follow them accordingly.

f.Other tasks
•Perform admin related tasks and any other duty assigned

Qualifications and Experience

Minimum Requirements
•University degree in Computer Science, Information Systems or related field.
•At least 5 years of relevant experience in IT support and help desk or related field
•Working knowledge (level C) of English.
•National of Zimbabwe or resident of the country with valid work permit

FAO Core Competencies
•Results Focus
•Teamwork
•Communication
•Building Effective Relationships
•Knowledge Sharing and Continuous Improvement

Technical/Functional Skills
•Very good knowledge of the communication and documentation standards
•Very good knowledge of corporate computerized financial / travel / human resources systems and administrative procedures and policies
•Very good knowledge of the organizational structure
•Excellent communication skills, including ability to write concise technical reports in English
•Very good knowledge of Ms Office, internet, and office technology equipment

How to Apply

To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills
• Candidates are requested to attach a letter of motivation to the online profile
• Once your profile is completed, please apply, and submit your application
• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the FAO recruitment portal will be considered
• Your application will be screened based on the information provided in your online profile
• We encourage applicants to submit the application well before the deadline date.

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