Digital Workplace Officer National Office World Vision International
N/A:
N/A:
N/A
Section/Unit:
Support services
Grade Level:
13
Supervisor:
Zonal Digital Workplace Coordinator
No. of Post:
1
Duty Station:
Port Sudan
Duration:
7 working days
Closing Date:
04 Nov 2025
Background:
The Digital Workplace Officer is responsible to offer support on all ICT related functions and improve the customer experience.
To administer the WVS network infrastructure, software applications, hardware and peripherals through the provision of client-oriented service, as well as assessing and identification of appropriate solutions to be integrated into the Operations and make appropriate recommendations for implementation.
The DWO works closely with the user community and the IT teams to continually improve the digital dexterity of the users, and in turn, grow their tech savviness in usage of IT solutions in their daily roles at the workplace. They are the change champions for utilization of IT tools and systems at Base Levels.
Duties and responsibilities:
Technical support
Install various Electronic equipment which includes computers, photocopiers, scanners, and projectors.
Assess business software application needs, develop, and implement simple computerized solutions
Perform on site and remote technical support to field offices
Perform Basic repair of hardware and software and Keep track of the users' problems and queries. The repairs include Computers, printers, photocopiers, scanners, and other hardware equipment.
Conducts technical research on network/telecommunications upgrades and components to determine feasibility, cost, time required, and compatibility with current system
Procurement & Updates
List old and outdated equipment to be included on the disposal report
Make recommendation for purchase of new equipment /services and liaise with procurement for purchasing.
Assist in the provision of information on new information communication technologies and help in upgrading of systems and software
Support in vendor management
Monitors services provided by vendors to ensure service levels meet requirements.
Customer Service Desk
Provides support for connectivity or related network/ communication issues for the user community.
Provides documentation, training, and guidance for computing system clients and programmers.
Work closely with P&C to support on staff onboarding
First point of contact and day-to-day technical support to end users.
Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail.
Enters call data into the tracking system.
Interacts with clients in a courteous and professional manner.
Provides user access service.
Diagnoses problems by evaluating multiple options.
Develops checklists and scripts for resolving routine problems.
Escalates problems when necessary.
Documents problem status and resolution in tracking log.
Security & Service Improvement:
Maintains passwords and users credentials to assure systems security and data integrity.
Adheres to the integrity of controls, regulations and guidelines.
Keeps performance metrics.
Identifies recurring and potential problems and notifies team members.
Recommends procedures and controls for service improvements.
Recommends ideas for improving queue time, abandoned call rates and first contact resolution.
Inventory Management & Documentation
Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
Creates, modifies and reviews documentation of issues resolutions.
Documents solutions to common problems and responses to frequently asked questions.
Creates and submits documented resolution to Knowledge Base.
Minimum Qualification, Skills and Experience Required:
Bachelor's degree in Computer Information Systems, Computer Science, Business Administration or technical training equivalent.
Requires a minimum of 2-3 years’ experience working in the computer industry.
Possess experience in network device administration/configuration and network design as well as extensive knowledge of both client and server operating systems as well as application level environments.
Requires experience with personal computers and PC/LAN based systems and a wide range of computer software products.
Windows 2000 server, Cisco routers and firewalls, MS SQL, Lotus Notes.
Installation and configuration of computer hardware and operating systems, software applications
Must have strong analytical, problem-solving and organizational skills.
Must have a Customer Service oriented mind-set with the ability to organize, prioritize, and delegate tasks while transferring knowledge and expertise to empower clients and users.
Must have good communication and interpersonal skills.
Must have thorough knowledge of organizational policies and practices, complemented by considerable understanding of state-of-the-art business systems.
Requires the ability to express technically intensive concepts to lay users (verbally and/or in writing) effectively in one-on-one as well as group settings.
Understanding of Network topologies.
Preferred Knowledge and Qualifications
Good customer service skills and experience
Ability to relate technical issue to a largely non-technical audience
Effective in written and verbal communication in English
Strong ability to work as part ofa team and coordinate with all staff
Good problem solving and analytical skills
Able to work under tight deadline and cope with pressure
Microsoft 365 Certified:Teams Administrator Associate
Knowledge of configuring and administering Microsoft SharePoint using Central Administration and PowerShell.
IT in Disaster Management Foundation Training (or equivalent)
Previous work experience in emergency response operations.
Office based with frequent travel to the zonal offices
Effective written and verbal communication in English. Other UN languages such as French, Arabic, Spanish, Portuguese, preferred.
