IT Assistant (Product Adoption and Support)

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP operates in numerous countries around the globe, employing thousands of individuals dedicated to humanitarian efforts. The organization is committed to diversity and inclusion, ensuring equal employment opportunities for all employees regardless of race, gender, or background. WFP has been recognized for its efforts, notably being awarded the Nobel Peace Prize in 2020, which underscores its commitment to addressing hunger and promoting peace.

Job Overview:
The IT Assistant (Product Adoption and Support) plays a crucial role within the WFP Technology Division (TEC), which serves as the digital business engine of the organization. This position is focused on supporting the adoption and effective use of corporate IT solutions that facilitate program delivery across WFP operations. The IT Assistant will work under the direct supervision of the Head of Global Beneficiary Services (GBS) and will be responsible for assisting in the preparation, rollout, and ongoing support of corporate IT solutions. The role requires strong organizational skills, the ability to manage multiple tasks, and a commitment to delivering high-quality support to ensure that country offices are well-prepared to adopt new technologies and tools. The IT Assistant will also contribute to user readiness activities, provide timely support for incidents, and facilitate effective communication between Country Offices and Global HQ teams.

Duties and Responsibilities:
The main responsibilities of the IT Assistant include delivering service requests and providing basic troubleshooting for incidents, escalating more complex issues to senior team members as necessary. The role involves supporting country offices in understanding available corporate IT solutions for programmatic activities, assisting in the preparation for the adoption of new tools, and providing logistical and technical support during pilot deployments. The IT Assistant will also contribute to training and awareness sessions to help users become familiar with new IT solutions, maintain clear communication with stakeholders, and share updates and lessons learned to support continuous improvement. The position may require travel on local and international missions as needed.

Required Qualifications:
Candidates must possess strong customer service and communication skills, with the ability to provide clear, patient, and user-friendly support. Basic troubleshooting skills for common software and device issues are essential, along with familiarity with digital collaboration tools such as Microsoft Teams and SharePoint. The ability to deliver simple user guidance or basic training to individuals or small groups is also required. Candidates should demonstrate good problem-solving skills, attention to detail, and reliability in follow-through, as well as enthusiasm for learning new technologies and adapting to new processes.

Educational Background:
The minimum educational requirement for this position is the completion of secondary school education. However, a university degree in information technology, computer science, or a related field is desirable and may enhance a candidate's prospects for selection.

Experience:
A minimum of 5 years of experience in IT support, software adoption, or digital tools implementation is required. Experience working in a large organization is also desirable, as it provides a context for understanding the complexities of IT support in a humanitarian setting.

Languages:
Fluency in French (level C) is mandatory, along with at least an intermediate knowledge of English (level B). Additionally, intermediate knowledge (level B) of another official UN language, such as Arabic or Spanish, or Portuguese (one of WFP’s working languages) is considered desirable.

Additional Notes:
This position is offered as a Service Contract at Level 5, with a duration of 12 months. The role is based in Dakar, Senegal, and may involve travel for local and international missions as required. WFP emphasizes a commitment to diversity and inclusion in its hiring practices, and it provides reasonable accommodations for individuals with disabilities throughout the recruitment process. The organization does not charge any fees in connection with the application or recruitment process, and all applications must be submitted through the online recruiting system.