IT Operations Assistant

Organisation:  World Food Programme

Apply By:  15 Jan . 2019

Location:  New Delhi(Delhi)

 IT Operations Assistant
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About The Organization –

The United Nations headquartered in New York city of USA, is a global organization that brings together its member states to confront common challenges, manage shared responsibilities and exercise power to eradicate the problems. 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. 

Job Description –

The IT Operations Assistant will work in a larger team setup and are expected to deliver accurate technical work in an organized manner.  The incumbent will assist the team with day-to-day Global ITSD operations in the arena of:

  • ITIL Service Management processes (Queue Management/ Problem Management/ Incident Management) 
  • Networking ( Cisco/Voice/ Network Security / Unificied Communication/ SIEM/ SOC/VSAT support operations)
  • Microsoft O365 (Azure active directory/Advance Threat Protection ( ATP), Patch Management- SCOM/SCCM)
  • Application support, Cross-functional, SAP L-1 and documentation

Key Responsibilities –

  • Under take monitoring of HQ and field office support tickets using the internal ticket tracking system established by the Global ITSD in their respective technical stream.
  • Assist and undertake trouble shooting by configuring and installation of systems under respective area of technology and provide resolution.
  • Manage Laptop/Desktop setup and deployments of services for new employees using standard hardware, images, and software.
  • Collect and document service desk procedures to help build an empowered knowledge management.
  • Respond to routine technology related queries and escalate where appropriate, to provide a timely and accurate service to clients by way of consistent quality customer service to both internal and external customers that meet or exceeds the organisation standards.
  • Help build a knowledge base of common routine problem and requests and solutions to reduce ticket inflow.
  •  Alert and inform the concerned Manager when services/lights are down.
  • Advise with end users on IT problems and issues and participate in projects as needed.
  • Review service desk tickets and prepare a detailed summary of findings and recommendations.
  • Undertake standard data entry and reporting tasks in accordance with defined systems, to ensure information is organized and readily available for ITSD team members
  • Support the maintenance of on data storage and documents   
  • Perform other related duties as required.

Qualifications and Experience –

  • Completion of Secondary School Education.
  • An Undergraduate University Degree in Computer Science is preferable.
  • Certification in respective area of technical skills ITIL Service Management (Problem Management/ Incident Management)/ O365 /Cisco Certification in Voice/ Routing-Switching Security – CCNP Security/SOC/SIEM/ Wireless.

Desired -

  • At least three years of post-certification experience in a similar position in a large network environment.
  •  Candidate having working experience from large ITES/BPO will be an added advantage.
  • Experience in ITIL implementation – Problem and incident management, Service Design and implementation skills; OR Microsoft O365 – Azure portal/ O365 user management, ATP / Mobile Device Management/ SCOM/SCCM/; ORNetwork Operations in area of LAN/WAN, firewall management, SD-WAN, Voice and CUCM, SIEM/SOC operations/Switching/ Routing/ISE.

Technical Skills -

  • Ability to provide the first level of support to users requesting help with software, hardware, telephones, printers.
  • Hands on experience in O365/ITIL/Microsoft ATP/SCCM/LAN/ WAN/Cisco
  • Good conceptual knowledge of mentioned technical skills.

Desired Soft Skills -

  • Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated
  • Ability to work with people from different backgrounds.
  • Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.
  • Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioural Flexibility.

4Ps Core Organizational Capabilities -


  • 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.


  • 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.

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How to apply

Candidates passionate to work for UNWFP’s Global IT Service Desk under the 24/7 work environment are encouraged to apply for the vacancy online Only short-listed candidates will be contacted for the written test and interview process.

For more information please check the Link

Be a part of North-East CSR Forum on 26th February. For more details visit


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