Organizational Setting:
These positions are located in a non technical Unit in the Regional Office for Africa, providing information technology support services to the users in the Regional Office and FAO Ghana Officer.

Main Purpose:
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 division/ department in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised:
The Information Technology Assistant works under the direct supervision of a senior professional staff 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 divisional/ departmental 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 work unit 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/Result:

•   Receive and log all requests from users relating to IT services in the Service Desk System;
•   Provide 1st and 2nd level support to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to more experienced divisional/ departmental IT staff and/ or the technical team in the IT Division; monitor progress and ensure problem resolution;
•   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 corporate/ divisional/ departmental 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 divisional/ departmental shared drives and public email 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 divisional/ departmental pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Desk System and 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 life cycle processes: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related POs and Lo's, technically clearing PR's, LVO's and LO's in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of nonstandard equipment and software;
•   Process separation clearance as per established procedures;
•   Perform other related duties as required.

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.

Qualification Required & Experience

Candidates will be assessed against the following:

•   At least a Secondary School Education
•   Three years of relevant experience in IT-support work.
•   Working knowledge  (Level  C) of English,  knowledge  of
•   French would be an advantage
•   Very good knowledge of the MS Office applications, Internet and office technology equipment
•   Good understanding of FAO's IT infrastructure
•   Good knowledge of the Organization's IT governance policies and procedures
•   Good problem solving skills related to IT issues

Location: Accra

How To Apply For The Job

Applications should be submitted to:

The  Regional Human Resources Officer
FAO Regional Office for Africa
P.O. Box GP 1628
Accra

•   Staff members: Complete form ADM 75
•   Other candidates: Complete FAO Personal History Form available on www.fao.org (type "Vacancies" and click search, then click "current vacancies" to select Personal History Form.
•   Please note that only applications of short-listed candidates will be acknowledged.

Closing Date: 16 August, 2014