Senior IT Assistant (Service Desk Analyst)
VACANCY ANNOUNCEMENT NO: RBN/003/2015
(VA issued on 18 February 2015, closing date 03 March 2015)
Post Title : Senior IT Assistant (Service Desk Analyst) (2 Posts)
Grade : Service Contract SC6 (G6 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 Senior IT Assistants (Service Desk
Analyst), 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 Senior IT Assistants (Service Desk Analyst) will be responsible for the following tasks:
• Work in a shift as per the roster (The service operates on a 24/7/365 basis. Shift duty is
mandatory including nights and weekend shifts;
• 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 e.t.c;
• 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;
• 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.
To troubleshoot, interpret problems and provide technical support for hardware, software, and
systems. To analyse problems by using manual or automated diagnostic programs, and resolve
recurring technical difficulties;
• 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. Communicate with clients and follow-up on all open and
pending tickets. Log issues and 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;
• Perform the activities under the direct supervision of the SSS support lead and undertake
additional tasks as required; 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.);
Qualifications and Experience
Education: Secondary school education, preferably supplemented by technical training/diploma in
the area of Information Technology/Electronics Engineering/Telecommunications or equivalent from
a recognized institution;
Experience: At least five years of progressively responsible job related experience in information
technology or telecommunications or information management, such as, WAN/LAN networking,
operating systems, telephone services, radio unit, web design, registry or similar and at least one year
at the G5 level or equivalent. Experience in incident management system, customer service and user
support. IT proficiency in using office application software; and efficiency in using communication
applications.
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:
• Sound judgment;
• Well organized work with accurate information and databases;
• Well organized, reports and/or records, put together independently with only general guidance
• Excellent interpersonal, inter-cultural competencies and team player.
• Ability to extract, interpret, analyse and format data and to resolve operational problems;
• Ability to work with minimum of supervision; to supervise and train support staff;
• Ability to work effectively with people of different national and cultural backgrounds
• Ability to work with accuracy under time constraints and pressure; to deal patiently and tactfully
with staff members and others and to have a high sense of confidentiality, initiative and good
judgment.
Language: Fluency in both oral and written communication in English essential.
Other desirable skills: Proficiency in a second official WFP language, preferably French, Arabic or
Spanish.
Application procedures:
Go to: http://i-recruitment.wfp.org/vacancies/15-0017492
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.
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.omnhr@wfp.org
WFP does not charge fees at any stage during the recruitment process.
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS
status.
Fighting Hunger Worldwide
(VA issued on 18 February 2015, closing date 03 March 2015)
Post Title : Senior IT Assistant (Service Desk Analyst) (2 Posts)
Grade : Service Contract SC6 (G6 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 Senior IT Assistants (Service Desk
Analyst), 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 Senior IT Assistants (Service Desk Analyst) will be responsible for the following tasks:
• Work in a shift as per the roster (The service operates on a 24/7/365 basis. Shift duty is
mandatory including nights and weekend shifts;
• 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 e.t.c;
• 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;
• 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.
To troubleshoot, interpret problems and provide technical support for hardware, software, and
systems. To analyse problems by using manual or automated diagnostic programs, and resolve
recurring technical difficulties;
• 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. Communicate with clients and follow-up on all open and
pending tickets. Log issues and 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;
• Perform the activities under the direct supervision of the SSS support lead and undertake
additional tasks as required; 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.);
Qualifications and Experience
Education: Secondary school education, preferably supplemented by technical training/diploma in
the area of Information Technology/Electronics Engineering/Telecommunications or equivalent from
a recognized institution;
Experience: At least five years of progressively responsible job related experience in information
technology or telecommunications or information management, such as, WAN/LAN networking,
operating systems, telephone services, radio unit, web design, registry or similar and at least one year
at the G5 level or equivalent. Experience in incident management system, customer service and user
support. IT proficiency in using office application software; and efficiency in using communication
applications.
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:
• Sound judgment;
• Well organized work with accurate information and databases;
• Well organized, reports and/or records, put together independently with only general guidance
• Excellent interpersonal, inter-cultural competencies and team player.
• Ability to extract, interpret, analyse and format data and to resolve operational problems;
• Ability to work with minimum of supervision; to supervise and train support staff;
• Ability to work effectively with people of different national and cultural backgrounds
• Ability to work with accuracy under time constraints and pressure; to deal patiently and tactfully
with staff members and others and to have a high sense of confidentiality, initiative and good
judgment.
Language: Fluency in both oral and written communication in English essential.
Other desirable skills: Proficiency in a second official WFP language, preferably French, Arabic or
Spanish.
Application procedures:
Go to: http://i-recruitment.wfp.org/vacancies/15-0017492
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.
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.omnhr@wfp.org
WFP does not charge fees at any stage during the recruitment process.
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS
status.
Fighting Hunger Worldwide
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