IT Operations Assistant
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP uses food assistance to help people recover from conflict, disasters, and the impacts of climate change. We are committed to diversity and inclusion, fostering a high-performing, multicultural work environment where employees are valued and supported.
Job Purpose
The IT Operations Assistant will provide essential first- and second-level ICT Helpdesk support, ensuring the timely resolution of user incidents and service requests within the Dhaka office. This role involves monitoring and maintaining LAN/WAN infrastructure, configuring and installing IT equipment, and managing Active Directory. The assistant will also perform preventative maintenance on ICT systems, recommend equipment upgrades or disposals, and prepare IT facilities for new staff. Key responsibilities include maintaining servers, supporting radio network operations, and ensuring data availability through backups and emergency preparedness. The position requires assisting users with security best practices and providing training on various technology systems, contributing to the overall efficiency and reliability of WFP's IT operations in Bangladesh.
Responsibilities
The primary responsibilities involve providing comprehensive first and second-level ICT Helpdesk support to ensure the swift resolution of user incidents and service requests. This includes monitoring LAN/WAN performance against established baselines, implementing preventive and corrective actions for unusual activities, and configuring, installing, and maintaining IT infrastructure such as switches, routers, and firewalls. A key aspect is managing and overseeing Active Directory related issues and performing regular preventative maintenance on ICT systems and equipment, submitting reports, and addressing any necessary corrective measures. The role also entails reviewing ICT equipment status, recommending replacements or procurement based on WFP standards, and managing the disposal of obsolete equipment. Furthermore, responsibilities include preparing ICT facilities for new staff, maintaining and monitoring servers and related IT services, and acting as a technical escalation point for IT Helpdesk staff. Evaluating and implementing ITIL best practices to enhance IT business processes, assisting users with security awareness, reporting security incidents, and supporting remediation activities are also crucial. The position requires training and supporting users on various technologies, ensuring data availability and integrity through backups and business continuity planning, and maintaining optimal radio network operations. Additionally, overseeing PABX services, monitoring network and internet availability, and reporting on ISP performance are part of the duties. The role may also involve performing other related tasks as assigned.
Work Experience
Requires at least 5 years of overall experience in Information Technology, Telecommunications, or Information Management. Relevant areas include WAN/LAN Networking, Operating Systems, Telephone Services, Radio unit, Active Directory, and SharePoint site Administration.
Skills
ICT Helpdesk Support, LAN/WAN Monitoring, IT Infrastructure Management, Active Directory Administration, System Maintenance, IT Procurement & Disposal, User Training, Server Management, ITIL Best Practices, Security Awareness, Radio Network Operations, PABX Management, Network Performance Monitoring, Backup and Disaster Recovery