IT Operations Assistant SC4 Nairobi

JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services. 

KEY ACCOUNTABILITIES (not all-inclusive)

Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use. Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available. Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services. Respond to a variety of queries about technology and systems to assist WFP staff deliver their services. With support from senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.

Expected Delierables 

80% Client Satisfaction 95% Connectivity Availability % Compliance of WFP IT Security policy

OTHER KEY ACCOUNTABILITIES ( not all - inclusive )

Install, operate, and maintain network systems and equipment, to ensure optimal services in compliance with standard operations procedures. Support the development of standard materials such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products. Suggest improvements to methods and processes to support the continuous improvement of IT services. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
Language: Fluency in the English language (Both Oral & Written)
Experience: At least 4 years of related work experience 

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

Has experience resolving more complex technical issues.
Has worked with head of units in defining requirements for functional area.
Has experience with the application of client services standards to resolve or escalate clients service problems.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

Understand and communicate the Strategic Objectives: Helps teammates articulate WFPs Strategic Objectives.  Be a force for positive change: Suggests potential improvements to teams work processes to supervisor.  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.  Make our mission visible in everyday actions: Articulates how own units responsibilities will serve WFPs mission.

People

Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.  Create an I will/We will spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.  Be politically agile & adaptable: Develops an understanding of the value of WFPs teams and external partners in fulfilling teams goals and objectives.  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisors priorities to fulfill internal and external partner needs.

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 customers 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 WFPs 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.