Food and Agriculture Organization of the United Nations (FAO)

Information Technology Assistant (Rapid Response)

Food and Agriculture Organization of the United Nations (FAO)

Job Description

  The Information Technology Division (CSI) is responsible for all Information Technology (IT) activities within the Organization. The IT Division performs on behalf of the Organization the following critical roles: defining FAO IT policies and providing strategic advice on IT architecture and standards, governance, policy and operational matters while monitoring organizational compliance; defining the mechanisms for managing FAO's information and data; protecting FAO's information assets and ensuring confidentiality, integrity and availability; ensuring provision of IT services that are core for the Organization's global operations and supporting the information and business processes; coordinating organization-wide IT activities in order to reduce duplication and fragmentation and to increase integration of Information Data, systems and platforms, mobilizing IT resources from across the Organization. CSI is currently building an 'IT Rapid Response Team' to act as first point of contact for IT Support rapid response in case of key corporate events, including support to meetings and related technology, senior management, and other IT support activities where CSI is required to provide rapid, efficient and effective IT service to meet evolving business requirements. Main Purpose The Information Technology Assistant Rapid Response coordinates and performs the full range of IT support functions. He /she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs). Supervision Received/Exercised The Information Technology Assistant Rapid Response reports to the Service-Desk and Field Coordination lead, CSI and follows technical standards and procedures established by the IT Division. The incumbent operates independently and takes decisions on work priorities. Supervision received is focused on divisional/departmental IT priorities, in particular, the meeting of timelines and the quality of support given to clients. Working Relationships The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He/she works closely with the IT Division to ensure problem resolution and service delivery. Key Functions/Results
  • Act as first point of contact for rapid response (key events, senior management, others as needed) requiring assistance in resolving IT-related problems across multiple platforms including but not limited to Microsoft Windows, Mac OS, Android, iOS, and videoconferencing tools. This consists in logging requests, resolving IT issues, providing trouble-shooting support for non-standard problems, disseminating IT-related material to users and providing one-on-one training in the use of such IT-related elements;

  • Provide hands-on assistance and setting up audiovisual conferences);

  • Support as needed meetings and information technology hardware/software in FAO meeting rooms, in coordination with other responsible teams/units;

  • Coordinate requests for the setting-up of IT services s.a. SharePoint, Teams workspaces, cloud services, MFA etc,, with CSI for appropriate action;

  • Coordinate the delivery, deployment and configuration of standard and non-standard hardware and software for users, liaising with CSI and CSF units for the maintenance of the inventory of hardware, peripherals and software licenses in line with FAO policies and procedures;

  • Assist in identifying hardware and software needs and coordinate requests for the purchase of hardware and software, assisting where necessary in the identification of non-standard items to be recommended for adoption in line with corporate policies and procedures;

  • Perform other related duties as required.

Impact Of Work The incumbent plays a lead role in the overall provision of FAO information Technology Services. He/she plays a lead role in the provision of information technology Support Services for successful achievement of the organizational unit's mandate. CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING Minimum Requirements Education: Secondary School Education Experience: Four years of relevant experience in IT support work Languages: Working knowledge (Level C) of English and limited knowledge (Level B) of one of the other FAO languages (Arabic, Chinese, French, Russian or Spanish) IT Skills: Very good knowledge of major technology platforms such as Microsoft Office applications, Internet, office technology equipment (Intel-based and Apple/Mac) and telephony in a user support capacity Competencies
  • Results Focus

  • Teamwork

  • Communication

  • Building Effective Relationships

  • Knowledge Sharing and Continuous Improvement

Technical Skills
  • Very good understanding of the IT infrastructure

  • Very good knowledge of IT governance policies and procedures

  • Very good problem-solving skills related to IT issues

Desirable Qualifications And Skills
  • Working knowledge (Level C) of a second language of the Organization

Assessment Evaluation of qualified applicants may include an assessment exercise and a technical / competency-based interview.
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