IT Assistant

**Disclaimer: This is a 3-month contract, potentially renewed for 6-11 months only. This post is for the emergency response team for the Palestine Country Office, located in Cairo, Egypt.**

“The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.
WFP’s Regional Bureau for the Middle East and Northern Africa (RBC), based in Cairo, Egypt, provides strategic guidance, policy/technical support, and direction to WFP operations and activities in 16 countries: Algeria, Armenia, Egypt, Iran, Iraq, Jordan, Lebanon, Libya, Moldova, Morocco, State of Palestine, Syria, Tunisia, Turkey, Ukraine and Yemen. These country offices aim to assist roughly one-third of all of WFP’s beneficiaries (approx. 30 million) in some of the most critical humanitarian emergencies of our time. RBC is also active in the ‘Changing Lives’ side of WFP’s mandate, helping national governments and local communities improve nutrition, livelihoods, school feeding, social protection, climate and disaster risk reduction, and other programs that build resilience and support development”.

**Background: -**
This post is based in Egypt (roaming) to provide support to the Palestine emergency.

**Job purpose: -**

To deliver high-quality technical support, system, and data maintenance across a range of areas, to contribute to the effective delivery of IT services
The role involves troubleshooting hardware and software issues, setting up and configuring devices, assisting with network management, and ensuring the smooth functioning of IT equipment and services.

**Key Responsibilities: -**
- Provide Technical Support: Offer timely technical assistance to end-users for hardware, software, and network-related issues via in-person, phone, or remote communication channels.
- Troubleshooting: Diagnose and resolve hardware and software problems promptly, escalating complex issues to the appropriate IT personnel if needed.
- Help Desk Management: Facilitate the efficient monitoring of the Help Desk system, promptly directing requests to the relevant IT colleagues, and ensuring timely resolution of tickets in accordance with agreed-upon standards and deadlines.
- System Maintenance: Assist in the installation, configuration, maintenance of computer, and networking equipment.
- IT Inventory Management: Maintain an inventory of IT equipment, track assets, and coordinate equipment repair and replacement as required.
- IT Documentation: Update and maintain IT documentation, including SOP, troubleshooting guides, and user manuals.
- Training and User Orientation: Conduct training sessions for staff on basic IT operations, software usage, and IT security awareness.
- IT Security: Promote awareness and adherence to IT security measures to safeguard organizational data and systems from potential threats.
- Procurement Support: Promote adherence to the IT unit's procurement requirements by actively engaging in the review, recording, and tracking of purchasing requests. Ensure all necessary documentation is readily available to facilitate the procurement of goods and services efficiently.
- Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
- Travel to areas inside Egypt.

**Additional Responsibilities: -**

The post may be assigned other relevant tasks or responsibilities as needed by the organization or as directed by the supervisor. These tasks shall be in alignment with the core duties outlined in this TOR and shall contribute to the effective functioning of the TEC unit and the achievement of organizational goals.

**FUNCTIONAL CAPABILITIES**
- Capability Name- Description of the behavior expected for the proficiency level- Governance, Strategy, and Architecture- Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in the design of interaction between systems.- Change Implementation, Project management, Planning and Optimization- Has a basic understanding of project management principles to provide basic estimates on timing, resource utilization, and costs to facilitate the project planning process.- Technical Expertise- Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference.Service Management- Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.- Client Management- Exhibits a detailed understanding of customers’ IT r