Senior IT Assistant (Service Support Analyst)

1

 OMN/002/2014
 (VA issued on 7 March 2014 closing date 20 March 2014)

Post Title : Senior IT Assistant (Service Support Analyst) – 2 positions
Grade : Service Contract SC6 (G6 equivalent)
Duty Station : WFP’s Regional Bureau for East & Central Africa, based in Nairobi
 With possibility to travel to various locations, as required
Salary : As per UN Service Contract Salary Bands

This vacancy announcement is open to both male and female candidates. Qualified female
candidates are particularly encouraged to apply.
The United Nations World Food Programme (WFP) is looking for two qualified candidates to fill the posts
of Snr. IT Assistant (Service Support Analyst) to work in the SCOPE – System for Cash Operations -
team. SCOPE is WFP’s IT system for Cash and Vouchers programmes. The SCOPE Service Support
(SSS) team based in Nairobi has two key services: a) Support and b) Training to support the
implementation of SCOPE globally across all WFP country offices.

Duties and Responsibilities: Under the direct supervision of the SCOPE Service Support Lead, the Snr.
IT Assistant (Service Support Analyst) will be responsible for the following tasks:

 Work a shift system as per the roster. (The service operates from 8 a.m. until 8 p.m. weekdays and
from 9 a.m. to 5 p.m. at weekends and public holidays. Shift duty is mandatory.);
 Receive incidents and service requests through phone, email or any other medium and log them as
tickets in the Incident Management System and assign the priority to the tickets based on urgency
and Impact of the issue;
 Manage the resolution of problems, design knowledgebase, workaround and presentation on the
known errors;
 Monitor the implementation of policies, procedures and standards of SCOPE and make the
necessary corrections where necessary; participate in change advisory board;
 Identify commonly recurring requests for assistance and provide advice on how these can be
prevented or minimised, through training, user awareness, changes in configuration etc;
 Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend
and implement corrective solutions for remote users as needed;
 Troubleshoot the issues by remote connection to user’s machine under different environments.
Troubleshoot, interpret problems and provide technical support for hardware, software and systems.
Analyse problems by using manual or automated diagnostic programs, and resolve recurring
technical difficulties;
 Be responsible to also install, modify, clean, and repair computer software. Communicate with clients
and follow-up on all open and pending tickets. Escalate tickets to various technical groups where
necessary;
 Maintain a very high level of FCR (First Contact Resolution Rate). To regularly develop
troubleshooting flowcharts, utilization and contribution to knowledge management resources to
achieve faster resolution and higher FCR;
 Run demo sessions on SCOPE functionalities and prepare training materials;
 Prepare weekly/monthly/quarterly activity reports;
 Perform the activities under the direct supervision of the SCOPE Service Support lead and undertake
additional tasks as required.

Education Requirements: 
Satisfactory completion of secondary education supplemented by technical training/diploma in the area of
Information Technology/Electronics Engineering/Telecommunications or equivalent from a recognized
institution;
Proof of skills in IT Service Management through an ITIL Intermediate level Certificate.

Experience & Additional Desirable Criteria: 
The Service Support Analyst will have the minimum following professional experience and competency:
 More than 5 years of working experience
 Minimum 2 years’ relevant experience working with Incident management system
 Minimum of 1 year of working experience in supporting a Cash Operations application or similar
 Excellent customer service skills
 Excellent communication skills to all levels of staff
 Good in documentation
 Excellent interpersonal, inter-cultural competencies and team player
 Fluency in English and one other UN language (optional), both written and oral
 IT: Proficiency in using office application software including Microsoft SharePoint; and efficiency in
using communication applications.

Interested and qualified candidates are requested to submit online applications only according to the
following procedures:
 Go to: http://i-recruitment.wfp.org/vacancies/14-0014953
 Step 1 : Create your online CV
 Step 2: Click on “Description” to read the position requirements and “Apply” to submit your
application.
NOTE: You must complete Step 2 in order for your application to be considered for this vacancy.

If you have any queries relating to this VA please send them to: wfp.omnhr@wfp.org

Closing date: 20 March 2014. Applications must be received by the deadline. Late applications will not
be considered. Only short-listed candidates meeting all essential qualifications will be contacted.


NB: WFP does not charge fees from applicants at any stage during the recruitment process.