Overview
Provide IT support and manage local IT operations, including user and desktop support, and helpdesk functions to ensure the smooth delivery of corporate IT services.
Tasks Summary
- Assist in the presentation of display materials and Video Conferencing events
- Provide orientation to New Users and existing users on IT rules and regulations, equipment, printers, scanners, IT security, One Drive for Business, Teams, MSOffice, Intranet, Skype for Business, Windows 365 Cloud Services and Apps
- Receive, log, and monitor IT requests in the Service Desk system; resolve IT issues pertaining to FAO standard equipment; escalate unresolved issues to the IT Group of the Regional Office; monitor progress and resolution
- Provide support to missions from Regional Office, HQ, or internal missions within the Decentralized Office
- Assist in developing an adaptable and effective office network infrastructure (LAN and WAN) and respective office connectivity contract
- Maintain office technology maps and architecture and technical specifications of the network infrastructure (LAN and WAN) updated
- Ensure network security by following security policies and report problems
- Keep track of IT assets and maintain the local office IT inventory list and regional assets record up-to-date, including assignment of new equipment
- Monitor IT equipment expiry dates monthly and take upgrading/replacing measures
- Follow MS502 procedures for equipment granted to external organizations and inform ISD accordingly
- Assist in assigning new equipment and update the IT equipment inventory list on the regional assets record regularly
- Ensure all official equipment is updated according to corporate policy and requirements
- Follow procedures for clearance/informing on inadmissibility relating to non-official equipment/software use
- Ensure security and privacy of user identity and data managed by the user, following corporate policies
- Support corporate IT Services according to current policies and regulations, ensuring timely provision of Post Incident Report (PIR) to the regional ISD
- Troubleshoot requests related to IT hardware, software, and services issues, reporting and recording in the corporate Service Management system
- Support regional ISD by providing timely assistance in ABC categories (IT Management and Support matters)
- Identify future office needs relating to equipment, connectivity, and moves
- Perform simulation of Disaster and Incident recovery plan, reporting to regional ISD on planning, execution, lessons learned, and proposed improvements
- Weekly report to the regional ISD on all IT services, Internet, emails, laptop/desktop systems; UPS backup time and maintenance log update; troubleshooting, errors and solutions; network/network printer troubleshooting; physical condition of IT equipment
- Provide IT assistance to staff and visitors for organizational related issues
- Create Purchase Requisitions to support IT and Operations functions
- Assist in the execution of IT and Operations activities supporting the Representation's efficient functioning
- Perform any other duty assigned by the regional ISD related to IT Services
Experience Requirements
• 5 years of relevant experience in Information Technology or Computer Science
Qualification Requirements
• University degree in Information, Computer Science or a related subject
