IT Operations Assistant

Organizational Context

The World Food Programme (WFP) is the world's largest humanitarian organization, saving lives and building pathways to peace. In the Pacific, WFP supports Small Island Developing States (SIDS) facing high disaster risks due to climate change. The IT Operations Assistant role is crucial for ensuring reliable ICT services as WFP expands its operations in the region.

Job Purpose

The IT Operations Assistant will provide essential technical support for WFP's expanding operations in the Pacific region, based in Suva, Fiji. This role is vital for maintaining reliable, secure, and effective ICT services, including infrastructure, connectivity, and end-user support. The incumbent will assist with system maintenance, hardware and software troubleshooting, ICT equipment management, and user training, ensuring that staff have the necessary technological resources to deliver WFP's mandate effectively. The position also involves supporting office establishment and expansion activities, contributing to WFP's operational readiness and emergency response capabilities across multiple locations in the Pacific.

Responsibilities

The IT Operations Assistant, based in the WFP Pacific Multi-Country Office in Suva, Fiji, plays a critical role in supporting the implementation and day-to-day delivery of ICT services amidst WFP's expanding operations across the Pacific region. Under the supervision of the IT Operations Associate, the incumbent is responsible for ensuring reliable, secure, and effective ICT services for staff. This includes carrying out essential system maintenance tasks like monitoring, running diagnostics, and optimizing systems to ensure efficient and user-friendly operation. The role involves maintaining technology, performing standard repairs, configuration, and secure storage of IT equipment, ensuring its availability for WFP personnel. A core responsibility is managing IT support requests: receiving, logging, prioritizing, tracking, and resolving issues through the corporate ticketing system, escalating as required, and responding to diverse technology-related queries to facilitate staff service delivery. The assistant will also provide standard training to end-users for effective technology utilization, conduct routine hardware and software testing to identify problems, and maintain accurate information records, including asset and IT equipment inventory databases. Furthermore, the incumbent supports the development of training and onboarding documentation, suggests improvements to IT methods and processes for continuous service enhancement, and adheres to emergency response procedures to support humanitarian assistance. This position is vital for strengthening WFP's operational readiness and capacity to effectively deliver its mandate across the Pacific.

Work Experience

Requires at least 5 years of experience in information technology support, telecommunications, network administration, or helpdesk services. Must have technical knowledge of cloud services (Office 365), hardware, software, mobile devices, printers, networks, and collaboration tools. Experience in installing, configuring, maintaining, and troubleshooting ICT equipment is essential. The ability to provide effective user support and resolve incidents promptly is also required. Knowledge of ICT asset management and basic procurement is needed. Experience with connectivity solutions, the Pacific region, or SIDS is desirable.

Skills

IT support, System maintenance, Hardware and software troubleshooting, Network administration, Telecommunications, ICT asset management, User training, Helpdesk services, Cloud services (Office 365), Collaboration technologies

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