The WFP Cairo Regional Bureau provides strategic guidance, policy/technical support and direction to WFP operations and activities in 18 countries: Algeria, Armenia, Egypt, Iran, Iraq, Jordan, Kyrgyz Republic, Lebanon, Libya, Morocco, State of Palestine, Sudan, Syria, Tajikistan, Tunisia, Turkey, Ukraine and Yemen.
SCOPE - WFP’s Beneficiary Management and Transfer platform is the corporate system for Cash Based Transfers. The SCOPE Service Support (SSS) team based out in Nairobi has two key services: a) Pre and Post implementation SCOPE Support and b) Training to support the implementation of SCOPE globally across all WFP country offices.
The Service Desk Analyst (SDA) is a key member of the Support team which is established as a virtual SERVICEDESK function. S/he shall be capable to work independently, and provide technical support to SCOPE users globally by diagnoses and resolution of IT incidences, known errors and problems; she/he will log, prioritise and escalate incidents as per procedures.
The SDA will be based in the WFP RBC regional bureau and reports to the Regional IT officer (RITO), with a technical reporting line to the SCOPE Service Support Manager.
The Service Desk Analyst will:
1. Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on Urgency and Impact of the issue;
2. Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
3. Manage the resolution of problems, participate in knowledgebase design, participate in development of work-around and presentation on the known errors;
4. Provide application management services to countries where it related to relevant master data, user management and intervention setup activities;
5. Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
6. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration etc.;
7. Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
8. Troubleshoot the issues by remote connection to user’s machine under different environments. To troubleshoot, interpret problems and provide technical support for hardware, software, and systems. To analyses problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
9. Carry-out Configuration Management to track Configuration Items (CIs) and the dependencies between them, such as but not limited to SCOPE computers, software tools and utilities, POS terminals, and other SCOPE devices.
10. Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;
11. Maintain a very high level of FCR (First Contact Resolution Rate). To regularly develop troubleshooting flowcharts, utilization and contribution to knowledge management resources to achieve faster resolution and higher FCR;
12. Provide end user training on SCOPE and or service desk tool;
13. Work closely with problem owners, SME’s and other stakeholders to identify problem scope and escalate where necessary. Create statistical reports and performing analysis for areas of responsibility.
14. Perform-to-end incident management. Responsible for time-critical service restoration and technical troubleshooting within Scope. Working with clients, internal RMT teams and third party data providers throughout the service restoration process.
15. Undertake additional tasks as required.
Job Details
| Date Posted: | 2016-08-22 |
| Job Location: | Cairo, Egypt |
| Job Role: | Technology/IT |
| Company Industry: | Community/Social Services/and Nonprofit |
Preferred Candidate
| Career Level: | Mid Career |
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