Information Technology Assistant

IMPORTANT NOTICE\: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located.

• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture
• Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values
• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination　　
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality
• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

FAO’s commitment to environmental sustainability is integral to our strategic objectives and operations.

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.

Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.

FAO's commitment to environmental sustainability is integral to our strategic objectives and operations.
The Regional Office for Asia and the Pacific (RAP) is responsible for leading FAO's response to regional priorities for food security, agriculture and rural development through the identification, planning and implementation of FAO's priority activities in the region. It oversees the network of Country Offices and the Subregional Office for the Pacific Islands (SAP). It ensures a multidisciplinary approach to programmes, identifies priority areas of action for the Organization in the region, and, in collaboration with Divisions, Offices and Centres at headquarters, develops, promotes and oversees FAO's strategic response to regional priorities and the implementation of the Organization's strategies through programmes and projects across the region. The Regional Office for Asia and the Pacific leads the preparation of the Regional Conferences and the Statutory Bodies in the region.
The Regional Office supports the formulation and implementation of the Country Programmes and Projects, including Country Programming Frameworks (CPFs), and their contribution to the FAO Strategic Framework and the United Nations Sustainable Development Cooperation Framework (UNSDCF) at the country level, advising Decentralized Offices on corporate priorities such as the Strategic Framework and on the incorporation of regional priorities into the Organization's Programme of Work and Budget.
The Regional Office develops and maintains relations with region-wide institutions, including the Regional Economic Integration Organizations (REIOs), and participates in the United Nations Regional Architecture, such as UN Regional Forums on Sustainable Development and UN Regional Collaborative Platforms and related mechanisms.

The position is located in the Information Technology Unit, Administrative Services Group in FAO Regional Office for Asia and the Pacific (RAP) in Bangkok, Thailand.

Main Purpose

The Information Technology Assistant coordinates and performs the full range of Information Technology (IT) support functions. He/she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised

The Information Technology Assistant reports to the Information and Communications Technology (ICT) Officer at FAO Regional Office for Asia and the Pacific (RAP) and follows technical standards and procedures established by the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters.
The incumbent operates independently, takes decisions on work priorities and exercises initiative for dealing with cases without precedents. Supervision received is focused on Office/Regional/Corporate IT priorities, in particular the meeting of timelines and the quality of support given to clients.

Working Relationships

The Information Technology Assistant has frequent interaction with a wide range of staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He/she works closely with CSI 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 first and second level support for users to resolve issues regarding the full range of computer applications as well as standard and non-standard hardware, software and peripherals (CD-writers, scanners, USB-drives, etc); act as liaison between users and the IT Division for resolution of more complex or persistent issues that cannot be solved directly; monitor progress and ensure problem resolution.
• Assist in more complex tasks related to web publishing and media production and provide support on how to make the most effective use of information technology.
• Deploy and configure hardware and software, including non-standard equipment that has been cleared for use as per established policies and procedures; assist in implementing procedures for data backups.
• Ensure user access to the corporate/office 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 office 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 equipment and services and contribute to the IT knowledge base.
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment.
• Advise office staff on the selection of both standard and non-standard IT hardware and software, carry out market research on availability and pricing and liaise with external suppliers as appropriate.
• 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 Purchase Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software.
• Manage the office 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.
• Process separation clearance as per established procedures.
• Perform other duties as required.

Impact Of Work

The incumbent plays a lead role in the overall provision of FAO information technology services. He/ she plays a lead role in the provision of information technology support services for successful achievement of the organizational unit's mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education\: Secondary School Education.
Experience\: Four years of relevant experience in IT support work.
Languages\: Working knowledge (proficiency - level C) of English.
IT Skills\:

• Very good knowledge of Microsoft 365, systems installation and configuration, Internet and office technology equipment.
• Networking and IT Equipment support.
• Basis UNDSS-IT Security Awareness or equivalent.
• At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification.

Residency\: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

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

Technical Skills

• Strong understanding of IT infrastructure and systems.
• Extensive knowledge of IT governance policies and procedures.
• Excellent problem-solving skills and client service experience in resolving IT issues.
• Proficient in system development and office automation skills.

Desirable Qualifications and Skills

• Relevance and extent of work experience in ICT Support/Service Desk client-orientated environment.
• Strong understanding of desktop and laptop hardware set-up and configuration.
• Able to promptly answer and respond to IT support-related email, phone calls or online inquiries.
• Good English communication (oral and written) skills.
• Proven experience in providing ICT support for events, meetings and workshops, both physical and hybrid.

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ADDITIONAL INFORMATION
• FAO does not charge a fee at any stage of the recruitment process (application, interview, processing)
• Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http\://www.whed.net/

• The length of the appointment for internal FAO candidates will be established in accordance with applicable policies pertaining to extension of appointments

• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.
• General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit, and reside within commuting distance of the duty station at the time of the application."Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.
• No international benefits will be payable as selected candidates are recruited locally and paid in the local currency of the office location
• For additional information visit the FAO employment website\: http\://www.fao.org/employment/home/en/

REMUNERATION
A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, click on the following link\:
https\://onehr.un.org/salary-survey/#/salary_scale

HOW TO APPLY
• To apply, visit the recruitment website at Jobs at FAO and complete your online profile. Once completed, please apply and submit your application, with language certificates as attachments. Only language proficiency certificates from UN accredited external providers and/or FAO language official examinations (LPE, ILE, LRT) will be accepted as proof of the level of knowledge of languages indicated in the online applications. FAO reserves the right to request candidates to undertake a language test in the future, as appropriate
• Incomplete applications will not be considered

• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the recruitment portal will be considered

• Your application will be screened based on the information provided in your online profile
• We encourage applicants to submit the application well before the deadline date.

If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance\: https\://fao.service-now.com/csp

FAO IS A NON-SMOKING ENVIRONMENT