IT Assistant

Organizational context

The United Nations World Food Programme (WFP) is the world’s largest humanitarian agency, fighting hunger worldwide. The WFP Technology Division (TEC) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations, be they manmade or in a natural disaster setting.

TEC's Digital Solutions Branch (TECD) oversees all solution development activities for WFP, covering the full technology stack and delivering changes to existing solutions. This function manages all aspects of development, from understanding business requirements to designing and building solutions, and overseeing quality assurance. TECD is expanding their service offering into the support and adoption of corporate tools used on the front line of WFP's operations.

TECD's Global Beneficiary Services (GBS) team supports the adoption and effective use of corporate IT solutions that enable programme delivery across WFP operations. GBS provides guidance, training, and Tier 2 support to Country Offices (CO) adopting these tools. Members of the team are spread across WFP's five Regional Offices (RO) to provide follow-the-sun support in the time zone and language of our COs.

Background and purpose of the assignment

Under the direct supervision of the Head of GBS, the IT Assistant – Product Adoption and Support will assist with the preparation, rollout, and ongoing support of corporate IT solutions. The incumbent will contribute to user readiness activities, provide timely support for incidents, and help ensure effective communication and collaboration between Country Offices and Global HQ teams.

This position requires good organization skills, the ability to handle multiple tasks, and a commitment to delivering quality support.

Duties

The main responsibilities include, but are not limited to:Support:

Deliver service requests and provide basic troubleshooting for incidents, escalating more complex issues to senior team members as needed.

Help train local support teams according to standard operating procedures (SOP).

Adoption:

Support country offices in understanding available corporate IT solutions for programmatic activities (e.g. SCOPE, SugarCRM, NEST, CIAM, School Connect, Partner Connect, CODA, PIT).

Assist in preparing country offices for the adoption of new tools by helping gather requirements and sharing guidance materials.

Roll-out:

Provide logistical and technical support during pilot deployments, helping identify issues and collect feedback.

Contribute to training and awareness sessions to help users become familiar with new IT solutions.

Travel on local and international missions (as required).

Collaboration and knowledge management:

Maintain clear and professional communication with all stakeholders.

Share updates, lessons learned, and user feedback with the wider team to support continuous improvement.

Deliverables at the end of the contract:

Timely and effective handling of support requests, aiming to respond to at least 90% within first point of contact (FPOC) timelines.

Contribution to maintaining strong incident-resolution performance, supporting the team in meeting at least 90% SLA adherence.

Demonstrated growth in technical knowledge and understanding of corporate tools.

Active participation in documenting processes, solutions, and lessons learned to improve team knowledge management.

Qualifications & experience required

Education

Completion of secondary school education. A university degree in information technology, computer science, or a related field is desirable.

Experience

Minimum 5 years of experience in IT support, software adoption, digital tools implementation or related to the field.

Experience working in a large organisation is desirable.

Knowledge & Skills

Strong customer service and communication skills (clear, patient,...