Job Purpose: : Under the direct supervision of the IT Operations Officer (Head of TEC), the IT Operation Associate  (Helpdesk) will coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services in compliance with WFP rules. The  duties include but not limited to : oversee  and manage the IT helpdesk ;  guide junior staff, ensuring timely resolution of technical issues, and acting as the final escalation point for complex problems ;  field missions   to ensure the continuity, functionality, and emergency preparedness of IT and telecommunications infrastructure ;  provide regular updates  to the Head of TEC on ongoing project implementation,   bottlenecks, operational risks and make recommendations while supporting emergency preparedness efforts to ensure the readiness of communication systems and equipment.  In addition, the incumbent will provide technical support to IT procurement processes including development of BOQs and technical evaluations, as well as oversee asset management of IT equipment as per WFP applicable rules.   The incumbent will supervise a small team of IT staff, assigning tasks, providing guidance/coaching and supporting their learning and development to enable high performance.

The IT Operations Associate (Helpdesk)  will be expected to work independently and demonstrate strong customer service orientation, problem-solving skills, and clear communication, with the ability to build collaborative relationships and remain resilient and adaptable under pressure.

Key Responsibilities (not all-inclusive, nor exhaustive):

• Carry out system and hardware maintenance tasks, such as running specialized network monitoring and system protection, to ensure technology is running effectively.
• Monitor technology reliability, identify user needs, analyse data and produce accurate reports in order to recommend IT solutions to support informative decision-making.
• Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff.
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
• Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.
• Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.
• Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.
• Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided. Coordinate installation and maintenance of telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
• Perform other related duties, as required.

Skills

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

Education: Completion of secondary school education. University degree in Information Technology, Computer Engineering or other related field is desirable.

Experience: At least  six (6) years of progressive experience in the IT support, system administration and networking including one (1) year of experience directly linked to helpdesk and ticketing systems support.

Language: Fluency in both oral and written communication in English and Arabic. Knowledge of French language is desirable.

Required Skills and Knowledge for entry into the role:

• Experience coordinating/managing a small team providing guidance/advice, support, and coaching to junior staff
• Experience analyzing service management results and development service enhancement recommendations.
• Experience in participating in business process re-engineering efforts and identified service management improvements.
• Practical experience administering Microsoft Intune, including device enrollment, policy configuration, application deployment, and security compliance monitoring.
• Experience in Network administration (Cisco, Virtualization etc.) 
•  Strong customer service and communication skills
• Willingness to learn with high adaptability to new changes and technologies
• Ability to prioritize tasks, meet deadlines, and work effectively under pressure.

Desirable skills and knowledge

• Experience with AWS and Azure hosting environments is an asset
• Experience participating in country office procurement/budgeting process is an asset