Information Resources Assistant

• Act as first point of support in ICT matters, receive, log and monitor requests as per established procedures, responding to ad-hoc queries, and retrieving data;
• Provide 1st and 2nd level support to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to the Regional IT Office support IT staff and to the technical team in the IT Division; monitor progress and ensure problem resolution;
• Liaise with external technical support providers, following up on user problems until resolution is achieved;
• Support the operation and use of the office network infrastructure (wired or wireless LANs, routers, firewalls), internet access and network services (file/print services, security, email backups) in accordance with corporate policies established by the IT Division;
• Initiate requests for purchases of hardware and software, according to corporate guidelines and procedures ensuring Regional Office signoff on expenditures and IT Division clearance for non-standard items;