it Operations Assistant g5World Food Programme

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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 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.
ORGANIZATIONAL CONTEXT
Technology and connectivity are rapidly reaching some of the most vulnerable people and places affected by crisis, but they are also increasingly expanding to the services responding to those same crises. As one of the main humanitarian actors, WFP has the opportunity and the obligation to leverage data and technology to better know and serve those in need by digitally transforming the way it works. Such ambition led to a plan aimed at establishing, integrating, and mainstreaming - in the next two years - the core elements of an end-to-end digital business process.
The Service Management branch (TECM) of the Technology Division is a cornerstone of the WFP plan aimed at establishing, integrating, and mainstreaming the core elements of end-to-end digital business processes. Excellence in customer service, is the foundational pillar of the digital transformation. Part of TECM is the Technology Service Centre, which enables efficient IT operations by supporting users and IT staff worldwide, managing corporate workplace applications and implementing enhancements that adapt to changes in the operational landscape and enable seamless communication and collaboration.
VACANCY DETAILS
POSITION TITLE:
IT Operations Assistant
ROLE:
Provides support, guidance and coaching to dedicated service desk team operating 24*7
TYPE OF CONTRACT:
GS 5 Fixed Term, One Year renewable
UNIT/DIVISION:
Service Desk, TEC Division
REPORTING TO:
Service Desk Coordinator
DUTY STATION (CITY, COUNTRY):
Delhi & National Capital Region (NCR), India
ANNUAL NET SALARY:
Starting at INR 784918(subject to medical and pension deduction)
No additional relocation package will be provided for this position
MEDICAL PLAN: Medical plan (Cap of USD 60000 per annum) for staff, spouse and dependents children under 18 years
JOB PURPOSE
The job incumbent works under the direct supervision of the Service Desk Coordinator and provides support , guidance and coaching to dedicated service desk team. The incumbent rotationally manages one of the three 24x7 Global IT Service Desk shifts, ensuring support queries are dispatched, user queries are answered, and complex issues escalated as appropriate. Analyse the type and origin of user calls, identifying patterns that ultimately lead to the continuous improvement of user support. The incumbent delivers high quality technical support, system, and data maintenance across a range of areas in order to contribute to the effective delivery of IT services, taking responsibility for the completion of process and activities requiring interpretation of standard guidelines and practices.
The incumbent must be willing to work in shifts. Shift duty is mandatory including morning, night, and weekends.
KEY ACCOUNTABILITIES (not all-inclusive)
1. Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
2. Respond to a variety of queries about technology and systems to assist WFP staff to deliver their services.
3. With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
4. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
5. Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
6. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
7. Work with the Service Desk Coordinator to ensure shifts are adequately staffed and staff's performance is regularly assessed.
8. Assign tasks to assigned shift and oversee completion of customer requests leveraging on staff-peculiar skills when dispatching calls.
9. Mentor, train and provide feedback to staff in the assigned shift to ensuring quality-first and customer excellence are applied by the team.
10. Resolve tickets for which no Standard Procedure has been found, ensuring patterns are identified, documented, and properly escalated.
11. Review and approve monthly attendance of staff members assigned to own shift.
12. Act as a point of escalation for queries from colleagues and WFP users, following the incident and service management processes.
13. Perform other related duties as required.
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
1. At least four years of post-qualification experience providing support in a large Organisation.
2. Experience in organizing and assigning shift tasks, collaborating with the team until task completion.
3. Experience in resolving and documenting more complex technical issues.
4. ITIL certifications and experience working in ITIL and Agile driven Organizations are assets.
5. Has experience with the application of IT policies and standards to resolve or escalate clients' service problems.
6. Experience working in ITIL and Agile driven Organisations.
7. Experience supporting:
a. Microsoft Active Directory;
b. Microsoft Office 365;
c. Microsoft Windows Operating Systems (Computer and Servers);
d. Microsoft Enterprise Mobility and Security;
e. Mac computers;
f. DNS, DHCP.
STANDARD MINIMUM QUALIFICATIONS
- Completion of Secondary School Education.
- A post-secondary certificate in Information Technology is desirable.
- University degree in IT or related field is an asset
- Fluency in oral and written English language
DESIRED SOFT SKILLS
- Excellent Communication skills to support users worldwide;
- Self-motivation;
- Ability to work with people from diverse backgrounds;
- Teamwork;
- Client orientation;
- Demonstrated ability to deliver excellent customer service;
- Ability to prioritise;
- Stakeholder management;
- Ability to make decisions quickly and confidently based on policies and processes;
- Effective prioritisation and analytical thinking.
TERMS AND CONDITIONS
- WFP offers a competitive compensation package (start salary given in the vacancy detail section), which will be determined by the contract type and selected candidate's qualifications. Please visit the following websites for detailed information on working with WFP. http://www.wfp.org Click on: "Our work" and "Countries" to learn more about WFP's operations
- Only shortlisted candidates will be informed and invited to participate in the screening process.
DEADLINE FOR APPLICATIONS
Interested applicants are invited to submit their application not later than Tuesday , 31 August 2021. Female applicants and qualified applicants from developing countries are especially encouraged to apply
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Female applicants and qualified applicants from developing countries 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.
World Food Programme

Delhi Metro Manila
Permanent
Full-time