Tasks and responsibilities

a.    User support
•    Receive, log and monitor requests related to IT matter, in the Service Desk system, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, monitor progress and resolution.
•    Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matters.
•    Provide instructions to users on existing technology and potential use (One drive for Business, MSOffice, Intranet, SharePoint, etc.);
•    Provide instruction to users on guidelines, policies, and standards.
•    Provide support to missions from Regional Office, HQs, or internal missions within the Decentralized Office.

b.    Network and Connectivity
•    Assist to maintain the office network infrastructure (LAN and WAN) and the respective office connectivity contracts.
•    Maintain the office technology maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN).
•    Ensure security of the network by following security policies and report problems when they are detected.

c.    IT Equipment
•    Keep track of IT assets and maintain the local office IT inventory list up to date.
•    Monitor IT equipment expiry dates monthly and take upgrading/replacing measures in time.
•    Assist to assign new equipment and update the IT equipment inventory list on regular basis.

d.    Troubleshooting :
•    Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD.
•    Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system.
•    Fulfil requests the SLAs, and when this is not possible to escalate the issue to the regional ISD;
•    Manage all troubleshooting through service desk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.

e.    Planning and proactive work
•    Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters).
•    Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD.
•    Be aware of all the IT Division policies and ensure to follow them accordingly.

f.    Other tasks
•    Perform admin related tasks and any other duty assigned

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements    

•    University degree in Computer Science, Information Systems or related field.
•    At least 5 years of relevant experience in IT support and help desk or related field
•    Working knowledge (level C) of English.
•    National of Zimbabwe or resident of the country with valid work permit

FAO Core Competencies

•    Results Focus
•    Teamwork
•    Communication
•    Building Effective Relationships
•    Knowledge Sharing and Continuous Improvement

Technical/Functional Skills 

•    Very good knowledge of the communication and documentation standards
•    Very good knowledge of corporate computerized financial / travel / human resources systems and administrative procedures and policies
•    Very good knowledge of the organizational structure
•    Excellent communication skills, including ability to write concise technical reports in English
•    Very good knowledge of Ms Office, internet, and office technology equipment