Office Assistant (IT Service Desk)
VACANCY ANNOUNCEMENT NO: RBN/004/2015
(VA issued on 18 February 2015, closing date 03 March 2015)
Post Title : Office Assistant (IT Service Desk)
Grade : Service Contract SC3 (G3 equivalent)
Duty Station : WFP’s Regional Bureau for East & Central Africa, based in Nairobi
Salary : As per UN Service Contract Salary Bands
This vacancy is open to both male and female candidates. Qualified female candidates are
particularly encouraged to apply.
The World Food Programme (WFP) is the world’s largest humanitarian agency, fighting hunger
worldwide. We are currently seeking to fill the position of Office Assistant (IT Service Desk), in
support of the System for Cash Operations (SCOPE) unit, based in Nairobi, Kenya. 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 Manager,
the Office Assistant (IT Service Desk) will be responsible for the following tasks:
• Receive incidents and service requests through phone, email or any other medium and log them
as tickets in the Incident Management System. To assign the priority to the tickets based on
Urgency and Impact of the issue;
• Carry-out Configuration Management to track Configuration Items (CIs) and the dependencies
between them, such as but not limited to SCOPE computers, software tools and utilities, POS
terminals, and other SCOPE devices;
• Configuration of SCOPE equipments and test before they are shipped out to the country offices:
such as but not limited to SCOPE computers, POS terminals, and other SCOPE devices;
• Configuration of SCOPE printers and be well versed with printing of SCOPECARD after being
taught how;
• Data cleansing and import of SCOPE beneficiary records;
• Independent enough to perform tasks by reading end user manuals and reviewing them
periodically;
• Troubleshoot the issues by remote connection to user’s machine under different environments.
To troubleshoot, interpret problems and provide technical support for hardware, software, and
systems by escalating to support analysts;
• Perform the activities under the direct supervision of the SSS support lead and undertake
additional tasks as required;
Qualifications and Experience
Education: Secondary school education, preferably supplemented by technical/diploma in the area of
Information Technology or other related field.
Experience: At least two years of progressively responsible job related experience in information
technology or telecommunications or information management, such as, WAN/LAN networking,
client support, such as, a Help Desk or User Support Unit, web design team, telephone maintenance
service, e-marketing group, hotline, or similar.
Knowledge: Basic computer skills including keyboard/mouse skills and knowledge of common basic
software packages. Knowledge of commonly used office equipment. IT proficiency in using office
application software; and efficiency in using communication applications
Competencies:
• Ability to utilize computers;
• Ability to handle a large volume of work quickly and accurately under time constraints;
• Ability to maintain accurate and precise records;
• Ability to draft correspondence and to write and spell correctly;
• Ability to maintain accurate and precise data;
• Excellent communication skills to all levels of staff;
• Courtesy, tact and ability to work effectively with people of different national and cultural
backgrounds.
Language: Fluency in both oral and written communication in English essential.
Interested individuals meeting the above qualifications are required to submit their applications together
with detailed curriculum vitae, copies of education certificates, names and telephone numbers or email
addresses of three work referees by e-mail to: wfp.rbnhr@wfp.org quoting the VA no. and the title
of the position in the subject line.
Applicants should also complete and submit a Personal History form (P.11) available on the
following link http://www.unon.org/docs/P11.doc
Deadline for applications: 03 March 2015. Only short-listed candidates will be contacted.
If you have any queries relating to this VA please send them to: wfp.rbnhr@wfp.org
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS
status.
Fighting Hunger Worldwide
www.wfp.org
(VA issued on 18 February 2015, closing date 03 March 2015)
Post Title : Office Assistant (IT Service Desk)
Grade : Service Contract SC3 (G3 equivalent)
Duty Station : WFP’s Regional Bureau for East & Central Africa, based in Nairobi
Salary : As per UN Service Contract Salary Bands
This vacancy is open to both male and female candidates. Qualified female candidates are
particularly encouraged to apply.
The World Food Programme (WFP) is the world’s largest humanitarian agency, fighting hunger
worldwide. We are currently seeking to fill the position of Office Assistant (IT Service Desk), in
support of the System for Cash Operations (SCOPE) unit, based in Nairobi, Kenya. 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 Manager,
the Office Assistant (IT Service Desk) will be responsible for the following tasks:
• Receive incidents and service requests through phone, email or any other medium and log them
as tickets in the Incident Management System. To assign the priority to the tickets based on
Urgency and Impact of the issue;
• Carry-out Configuration Management to track Configuration Items (CIs) and the dependencies
between them, such as but not limited to SCOPE computers, software tools and utilities, POS
terminals, and other SCOPE devices;
• Configuration of SCOPE equipments and test before they are shipped out to the country offices:
such as but not limited to SCOPE computers, POS terminals, and other SCOPE devices;
• Configuration of SCOPE printers and be well versed with printing of SCOPECARD after being
taught how;
• Data cleansing and import of SCOPE beneficiary records;
• Independent enough to perform tasks by reading end user manuals and reviewing them
periodically;
• Troubleshoot the issues by remote connection to user’s machine under different environments.
To troubleshoot, interpret problems and provide technical support for hardware, software, and
systems by escalating to support analysts;
• Perform the activities under the direct supervision of the SSS support lead and undertake
additional tasks as required;
Qualifications and Experience
Education: Secondary school education, preferably supplemented by technical/diploma in the area of
Information Technology or other related field.
Experience: At least two years of progressively responsible job related experience in information
technology or telecommunications or information management, such as, WAN/LAN networking,
client support, such as, a Help Desk or User Support Unit, web design team, telephone maintenance
service, e-marketing group, hotline, or similar.
Knowledge: Basic computer skills including keyboard/mouse skills and knowledge of common basic
software packages. Knowledge of commonly used office equipment. IT proficiency in using office
application software; and efficiency in using communication applications
Competencies:
• Ability to utilize computers;
• Ability to handle a large volume of work quickly and accurately under time constraints;
• Ability to maintain accurate and precise records;
• Ability to draft correspondence and to write and spell correctly;
• Ability to maintain accurate and precise data;
• Excellent communication skills to all levels of staff;
• Courtesy, tact and ability to work effectively with people of different national and cultural
backgrounds.
Language: Fluency in both oral and written communication in English essential.
Interested individuals meeting the above qualifications are required to submit their applications together
with detailed curriculum vitae, copies of education certificates, names and telephone numbers or email
addresses of three work referees by e-mail to: wfp.rbnhr@wfp.org quoting the VA no. and the title
of the position in the subject line.
Applicants should also complete and submit a Personal History form (P.11) available on the
following link http://www.unon.org/docs/P11.doc
Deadline for applications: 03 March 2015. Only short-listed candidates will be contacted.
If you have any queries relating to this VA please send them to: wfp.rbnhr@wfp.org
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS
status.
Fighting Hunger Worldwide
www.wfp.org
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