The Digitalization and Informatics Division (CSI) is responsible for all IT activities within the Organization. CSI performs on behalf of the Organization the following critical roles: defining FAO IT policies and providing strategic advice on IT architecture and standards, governance, policy and operational matters while monitoring organizational compliance; defining the mechanisms for managing FAO’s information and data; protecting FAO’s information assets and ensuring confidentiality, integrity and availability; ensuring provision of IT services that are core for the Organization’s global operations and supporting the information and business processes; coordinating organization-wide IT activities in order to reduce duplication and fragmentation and to increase integration of information data, systems and platforms, mobilizing IT resources from across the Organization.
The position is located in CSI at FAO headquarters in Rome, Italy.
Main Purpose
The Information Technology Assistant (Platform Services, Workspace Technologies) coordinates and performs the full range of Information Technology (IT) support functions. He/she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs).
Supervision Received/Exercised
The Information Technology Assistant (Workspace Technologies) reports to the IT Officer, Platforms and Operations, CSI, and follows technical standards and procedures established by CSI. The incumbent operates independently and takes decisions on work priorities. Supervision received is focused on divisional IT priorities, in particular the meeting of timelines and the quality of support given to clients.
Working Relationships
The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He/she works closely with CSI to ensure problem resolution and service delivery.
Key Functions/Results
• Act as focal point for workspace technologies support. This includes supporting enterprise Microsoft-based mobility technologies, unified endpoint management and workspace technologies in general. In this function the incumbent will also provide technical guidance in line with established policies and provide 3rd-level technical support world-wide on corporate hardware, software, and services.
• Perform activities related to workspace hardware e standardization and provisioning, software imaging, application packaging, publishing, software distribution and automation via scripting using PowerShell. The incumbent will work in close collaboration with IT Security in the build and maintenance of workspace technologies to ensure IT Security compliance and all other IT technical groups to ensure integration and compliance of systems of FAO corporate endpoints.
• Participate actively within the division and provide inputs during initiatives relating to architectural design and system builds of the FAO digital office ecosystem, supporting activities and technologies related endpoint management, both on-prem and cloud.
• Monitor tickets in Service Desk System queue assigning or executing service and handling incidents based on established priorities.
• Ensure user access to the corporate IT services e according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage world-wide corporate endpoints through on-prem and cloud systems (MECM, MEM).
• Operate virtual desktops and their environment, as well as the cloud-based services aimed at world-wide user support.
• Coordinate with other technical teams the testing, release and distribution of core systems and applications.
• Assist in more complex tasks related to virtual endpoints on Azure, AWS or other cloud environments and participate to system released providing endpoint support as required.
• Perform other related duties as required.
Impact of work
The incumbent plays a lead role in the overall provision of FAO information technology services. He/she plays a lead role in the provision of information technology support services for successful achievement of the organizational unit’s mandate. The role is key in supporting enterprise computing and mobility ensuring continued operations and global access to services.
Minimum Requirements
Education: Secondary School Education
Work Experience and Knowledge: Four years of relevant experience in IT support work
Languages:
Working knowledge (proficient - level C) of English and limited knowledge (intermediate - level B) of one of the other official FAO languages (Arabic, Chinese, French, Russian or Spanish).
