IT Operations Assistant
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives in emergencies and building pathways to peace and prosperity. WFP operates in diverse and challenging environments, providing vital food assistance and leveraging technology to enhance its operations and reach those most in need.
Job Purpose
The IT Operations Assistant (G5) will provide essential technical support for WFP's ICT operations, infrastructure, telecommunications, and cybersecurity initiatives within Afghanistan. This role is crucial for ensuring the reliable and secure functioning of technology services that underpin WFP's humanitarian mission. The incumbent will be responsible for resolving IT incidents, maintaining hardware and software, supporting network connectivity, and assisting with identity management and digital solutions. By ensuring the smooth operation of ICT systems, this position directly contributes to WFP's ability to effectively deliver life-saving assistance and support vulnerable populations in complex operational settings.
Responsibilities
The primary responsibility is to provide comprehensive first and second-line IT support to World Food Programme (WFP) users, ensuring the timely resolution of incidents and service requests. This involves the installation, configuration, maintenance, and troubleshooting of various hardware, including computers, mobile devices, and peripherals, as well as standard software applications. The role also encompasses supporting the network infrastructure, Wi-Fi, connectivity, and telecommunications services, including routine preventive maintenance. Key duties include assisting with identity and access management, such as user account administration and access reviews, and providing technical support for specific solutions like SCOPE and other beneficiary management systems. Maintaining accurate ICT asset inventory and lifecycle records, from deployment to disposal, is crucial. Furthermore, the position supports cybersecurity compliance through endpoint remediation, incident reporting, and user awareness initiatives. Finally, the role requires delivering user training, maintaining technical documentation, and coordinating effectively with vendors and internal technical teams to ensure smooth ICT operations.
Work Experience
Requires at least five years of relevant experience in ICT operations, service desk support, telecommunications, or network administration. Experience with Microsoft Windows, Microsoft 365, and enterprise ICT environments is also desirable.
Skills
IT service desk and customer support, ICT infrastructure and network support, Telecommunications operations, Identity and access management, ICT asset management, Cybersecurity awareness, Analytical skills, Communication skills, Teamwork, Problem-solving skills