Business Support Assistant-Hardware & Tablets Maintenance G5

Job Description

ORGANIZATIONAL CONTEXTThese jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). Job holders performing front office management functions typically report to the Deputy Directors or Head of Offices. In cases where these positions support a specific business stream, the reporting line may be to the Head of Unit, Chief, or the designate.At this level job holders are expected to take responsibility for completion of a range of business support activities requiring some interpretation of standard guidelines/practices. Job holders are able to recommend a course of action to staff at various levels and may allocate tasks to more junior colleagues.JOB PURPOSEProvide effective support to enhance customer service,?it is essential for WFP to communicate directly with the?Ministry of Education, teachers and community representatives to know their challenges/issues in using the new technologies and to deal with these challenges on the spot. in addition to?enhancing??controls, as It is essential to have dedicated staff to register, monitor and resolve open tickets related to defected tablets along with identifying maintained tablets ready to be sent to the field, pending tickets that need corrective actions. In addition to building Competency Centers as, WFP Staff will help in building competency centers in different governorates to maintain the tablets using local resources.KEY ACCOUNTABILITIES (not all-inclusive)

1. Carry-out Tablets and smart phones maintenance tasks, including back-up system data and system protection, to ensure they are running effectively and enable easy and efficient use.
2. Conduct and perform?installation and upgrading to the tablets operating systems and essential applications.
3. Conduct all incoming assets report and discrepancies in IT materials inventory to senior colleagues to ensure materials are effectively tracked.
4. Perform basic beta testing and support the roll out of new versions of software to be installed on tablets to ensure software is operational for tablet users
5. Ensure information is up to date and accurate within inventories in order to support senior officers in managing tablets decisions.
6. Prepare Tablets training material and provide the training to teachers and partners.
7. Troubleshoot/diagnose/repair phones, tablets & other small wireless electronics.
8. Send, track, and record equipment sent out for repair.

Additional responsibilities

1. Take calls from customers and agents concerning tablet operation and programming.
2. Manage, track, and order parts inventory
3. Manage tools and supplies needed for repairs
4. Manage repair tickets to ensure repairs are done in a timely manner
5. Ensure quality customer service experience
6. Provide the needed support to WFP?s capacity-building projects and initiatives with various partners, aiming to advance and improve the educational process.
7. Support the development of technical solutions using different tools and technologies.

4Ps CORE ORGANISATIONAL CAPABILITIESPurpose

• 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.

People

• Look for ways to strengthen peoples 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.

Performance

• 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.

Partnership

• 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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