IT Assistant - Product Adoption and Support
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger globally. The Technology Division (TEC) drives WFP's digital transformation, providing resilient technical capabilities for humanitarian operations. The Digital Solutions Branch (TECD) manages solution development and is expanding its services to include support and adoption of corporate tools used on the front lines of WFP's operations.
Job Purpose
The IT Assistant - Product Adoption and Support will play a crucial role in ensuring the successful implementation and ongoing use of WFP's corporate IT solutions across its global operations. This position involves assisting with the preparation, rollout, and support of these essential tools, contributing directly to user readiness and effective programme delivery. The incumbent will provide timely support for incidents, troubleshoot basic issues, and escalate complex problems to senior team members. A key aspect of the role is supporting Country Offices in understanding and adopting available IT solutions, such as SCOPE and SugarCRM, by gathering requirements and sharing guidance materials. The IT Assistant will also contribute to pilot deployments, training sessions, and knowledge management efforts, fostering collaboration between Country Offices and Global HQ teams to enhance the effectiveness and efficiency of WFP's digital initiatives.
Responsibilities
The IT Assistant - Product Adoption and Support role involves assisting with the preparation, rollout, and ongoing support of corporate IT solutions within the World Food Programme (WFP). Key responsibilities include providing Tier 2 support for incidents and service requests, troubleshooting common software and device issues, and escalating complex problems. The role also focuses on user readiness by helping country offices understand available IT solutions like SCOPE, SugarCRM, and NEST, and assisting in gathering requirements and preparing guidance materials for new tool adoption. During pilot deployments, the assistant will offer logistical and technical support, identify issues, and collect user feedback. Furthermore, the position requires contributing to training and awareness sessions to familiarize users with new IT solutions. Collaboration and knowledge management are crucial, involving clear communication with stakeholders and sharing updates, lessons learned, and user feedback to foster continuous improvement within the team. The role demands good organizational skills, the ability to manage multiple tasks, and a commitment to delivering quality support in a diverse and inclusive work environment.
Work Experience
Requires a minimum of 5 years of experience in IT support, software adoption, or digital tools implementation. Experience in a large organization is preferred. Key skills include strong customer service, basic troubleshooting, familiarity with collaboration tools and IT service management systems, ability to provide user guidance/training, problem-solving, attention to detail, and enthusiasm for learning new technologies.
Skills
IT Support, Software Adoption, Digital Tools Implementation, Customer Service, Troubleshooting, Training, Problem-Solving, Communication, Collaboration, Knowledge Management