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IT Operations Assistant

at WFP - World Food Programme
Location Nairobi, Kenya
Date Posted May 13, 2019
Category Computer & IT
Currency KSH
Work Hours Day
Street Address Nairobi Branch


IT Operations Assistant SC4 - Nairobi


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.


Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
ITIL Foundation Certification would be an asset.

These jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). The Job holders report to a Head of the Unit, Chief, or Information Technology Officer, or the designate.
At this level, work is carried out under the direct supervision of a more senior staff. Job holders work in a team and are expected to produce organised and accurate technical work.


The main purpose of the IT Operation Assistant in Nairobi is to conduct Information and Technology maintenance and support activities to enable the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)


Receive requests for assistance from end-users and log requests into VFire (Incident Management System)
Discuss and troubleshoot issues (e.g. laptop, printer, connectivity, VHF radios etc.) directly with end users. Escalate issues to Senior IT Associates as required.
Perform Active Directory configurations for end users (e.g. NTE dates, password resets etc.);
Install WFP corporate software on laptops/desktops/mobile phones;
Assist in troubleshooting WFP network issues;
Use GLASS (IT monitoring system) to identify non-compliant devices and ensure devices become compliant;
Assist with UPS, Server maintenance (e.g. oversight of external technicians).
Troubleshoot VHF (Handheld/Vehicle)/HF (Vehicle only) issues and escalate where appropriate. Assist in configuration of VHF handheld sets;
Manage small IT projects (as assigned by supervisor);
Support conferences and external meetings;
Attend internal unit meetings;
Provide inputs for service improvements.


Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Experience Requirements

One or more years of progressively responsible work experience in IT, telecommunications and information management such as WAN/LAN networking, operating systems administration and customer support such as Help Desk or user support unit and telephone maintenance service.
Proven knowledge and ability to effectively use basic software packages and commonly used office equipment.
General knowledge of UN system policies, rules, regulations and procedures governing ICT services.
Knowledge of IT service desk tools and operational procedures is advantageous.

Job Responsibilities

Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

Education Requirements

Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
ITIL Foundation Certification would be an asset.


Independent worker able to manage project timelines and priorities;
Strong analytical thinking and problem-solving skills;
Excellent communication skills with the ability to compile and present information;
Good interpersonal skills and demonstrated ability to work within a team environment
Experience working in an international organisation or multicultural environment will be an added advantage.
Understanding of WFP’s Core mission and values.
Language skills: Fluent English and Kiswahili (spoken and written).