Job Responsibilities

• Receive, log and monitor requests related to IT matter, in the Service Desk system, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, monitor progress and resolution.
• Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matters.
• Provide instructions to users on existing technology and potential use (One drive for Business, MSOffice, Intranet, SharePoint, etc.);
• Provide instruction to users on guidelines, policies, and standards.
• Provide support to missions from Regional Office, HQs, or internal missions within the Decentralized Office.

b. Network and Connectivity
• Assist to maintain the office network infrastructure (LAN and WAN) and the respective office connectivity contracts.
• Maintain the office technology maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN).
• Ensure security of the network by following security policies and report problems when they are detected.

c. IT Equipment
• Keep track of IT assets and maintain the local office IT inventory list up to date.
• Monitor IT equipment expiry dates monthly and take upgrading/replacing measures in time.
• Assist to assign new equipment and update the IT equipment inventory list on regular basis.

d. Troubleshooting \:
• Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD.
• Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system.
• Fulfil requests the SLAs, and when this is not possible to escalate the issue to the regional ISD;
• Manage all troubleshooting through service desk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.

e. Planning and proactive work
• Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters).
• Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD.
• Be aware of all the IT Division policies and ensure to follow them accordingly.

f. Other tasks
• Perform admin related tasks and any other duty assigned