The Information
Technology Assistant provides a large variety of standard Information
Technology (IT) support services that contribute to the smooth and effective
running of the IT equipment, systems and software applications of the FAO
Representation in line with established IT procedures and Service Level
Agreements (SLAs).
Supervision Received/Exercised The Info
rmation Technology Assistant reports to
a Senior Professional staff member and follows technical standards and
procedures established by the IT Division. He / she acts independently in
routine matters, in line with established policies and procedures. Supervision
received is focused on the FAO Representation’s IT priorities, in particular
the meeting of timelines and the quality of support given to clients, and
ensures learning opportunities.
Working Relationships
The incumbent has
frequent interaction with staff at all levels within the Representation to
resolve 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
• Receive and log all requests from users relating to IT services in the
Service Desk System;
• Provide 1st level support (for received calls from users and solve technical
issues if technically able to do so, coordinating responses to/from 2nd level
teams and generally managing the users’ requests for support in all areas of
IT. Examples of activities performed at 1 st level are: basic trouble-shooting
providing information relating to hardware and software models, and existing
policies and procedures, basic account management functions, data transfers,
drafting of technical documentation and process flows) and 2nd level support (builds
on Level 1 activities and provides support for incidents or service requests of
moderate complexity such as: recommending acquisition of hardware, software,
devices, tools; complex software and hardware troubleshooting; maintaining
inventories; desktop and laptop deployment and -configuration; simple user
account administration; website development and updates; configuration and
testing of hardware and software; assistance in testing and evaluation of new
products and technologies; information systems monitoring arid support; and,
maintaining information systems such as databases.); to resolve IT-related
issues pertaining to FAO standard equipment; escalate those issues that cannot
be solved to more.
• Deploy and configure standard desktops and laptops in line with established
policies and procedures; assist in implementing procedures for data backups;
• Ensure user access to the Representation’s IT infrastructure: set up network
services according to established policies and procedures (e.g. e-mail accounts
and user access profiles, file share security); manage the Representation’s
shared drives and public e-mail folders;
• Operate and troubleshoot a variety of office equipment, such as personal
computers, printers, photocopiers, PDAs and smartphones, and maintain IT
stationery supplies;
• Provide user guidance and training on IT services and contribute to the IT
knowledge base;
• Manage the Representation’s pool of IT equipment and local stock of IT
supplies and materials: maintain the , inventory and assets in the Service Desk
System and Global Resources Management System (GRMS) fixed assets; ensure that
software licenses are legally acquired and formally recorded;
• Provide hands-on assistance to users in organizing presentations and setting
up audio-visual equipment;
• Assist in the planning and procurement of IT-equipment and software, based on
established equipment cycle processes: provide specifications for the purchase
of hardware, software and peripherals and users in the preparation of
IT-related Purchase Orders and LO’s, technically clearing Purchase Requisition
LVO’s and LO’s in Oracle for hardware, software and peripherals; liaise with
the IT Division for clearance non-standard equipment and software;
Impact of work
The incumbent’s work impacts on the timely and efficient delivery of the
division’s/ department’s work output Actions reflect on the effective provision
of the Organization’s IT Service.
MINIMUM
REQUIREMENTS- candidates will be assessed against the following:
Education: Secondary
School Education
Work Experience and Knowledge: Three years of relevant experience in IT support
work,
Languages: Working
knowledge (Level C) of English, French or Spanish
IT Skills: Very good
knowledge of the MS Office applications, Internet and office technology
equipment
Process separation clearance as per established
Competencies
Results Focus
Teamwork
Communication
Building Effective Relationships
Knowledge Sharing and Continuous Improvement
Technical Skills
Good understanding of the IT infrastructure
Good knowledge of IT governance policies and procedures
Good problem solving skills related to IT issues
APPLICATION
INSTRUCTIONS:
Candidates should complete the FAO Personal Profile Form (PPF) accessible at:
http://www.fao.org/employmentlirecruitment-access
Applications should
be sent with a detailed CV and Personal Profile Form (PPF) to:
FAO Representative
SIDA H, Ada Estate
Ali Hassan Mwinyi Road-Opposite DSTV Office
P. O. Box 2 Dar es Salaam
TANZANIA
Email: faotz@fao.org
