JOB PURPOSE

• To deliver standard software and hardware support services
• Participate in user training and knowledge management sessions
• Monitor and maintain a wide range of information sources, to contribute to the effective delivery of IT services.
• Participate in cross-unit collaboration initiatives meant to automate and digitalize manual processes in internal units

KEY ACCOUNTABILITIES (not all-inclusive)

• Monitoring and troubleshooting of IT systems to ensure a consistent delivery of IT services to staff.
• Respond to user queries about technology and systems to support the correct application of technology.
• Come up with user training materials touching on areas identified by users as major pain points.
• Participate in user training and knowledge management sessions.
• Participate in cross-unit collaboration initiatives meant to automate and digitalize manual processes and procedures within internal units.
• Receive and inspect all incoming assets and report discrepancies in IT materials inventory to senior colleagues to ensure materials are effectively tracked.
• Perform basic beta testing and support the roll out of new versions of centrally supported software to ensure software is operational for WFP staff.
• With direction from senior colleagues, collate information to be included in standard material such as training documentation and web content, to contribute to the availability of information about services and products.
• Undertake any other assigned duty

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A degree, diploma or higher-level certificate in Information Technology, Computer Science or a related field is desirable.

Language: Fluency in the English language (Both Oral & Written)

Experience:

• At least 4 years of work experience in IT User Support, Knowledge management, specifically developing a knowledge Management Framework to support the creation and re-use of IT knowledge, and the learning & development of digital and data literacy skills in a workforce to enhance efficiency.
• Experience in using PowerApps to transform manual business operations into digital and automated processes is desirable.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Additional training, certification and experience in knowledge management and PowerApps is desirable.

FUNCTIONAL CAPABILITIES

Capability Name    Description of the behaviour expected for the proficiency level
Governance, Strategy and Architecture    

• Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems

Change Implementation, Project management, Planning and Optimization    

• Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.

Technical Expertise    

• Understands technical aspects of own job and applies them in a thorough and systematic manner to analyze customer’s technical issues and offer value adding advice and/or solutions.

Service Management    

• Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.

Client Management    

• Demonstrates working understanding of existing hardware, software, servers and network management to resolve users’ routine problems using WFP’s established processes and tools.

Procurement and Contract Management    

• Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.