Beneficiary & Transfer Management Application Service Desk Analyst NOA at World Food Programme

Job Description

KEY ACCOUNTABILITIES (not all-inclusive)

• 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;
• Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
• Manage the resolution of problems, participate in knowledgebase design, participate in development of work-around and presentation on the known errors;
• Provide application management services to countries where it related to relevant master data, user management and intervention setup activities;
• Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
• Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;
• Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
• 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 analyse problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
• 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.
• Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;
• 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;
• Provide end user training on SCOPE and or service desk tool;
• 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
• 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
• Undertake additional tasks as required;

STANDARD MINIMUM QUALIFICATIONS

• Education: Advanced university degree in Computer Science or other relevant field, or First University degree with additional years of related work experience or trainings/courses.
• Fluency (level C) in English language.
• IT: Proficiency in using office application software; and efficiency in using communication applications.
• ITIL Foundation Certification desirable
• Full understanding of ITIL principles and processes

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• More than 5 years of working experience
• Minimum 2 years of relevant experience working with Incident management system
• Minimum 1 year of relevant experience working with Cash Based Transfer (CBT) technology platforms or solutions e.g. WFP’s SCOPE, World Vision LMMS etc. desirable.
• Excellent customer service skills
• Excellent communication skills to all levels of staff
• Good in documentation.
• Excellent interpersonal, inter-cultural competencies and team player.