Terms of Reference (TOR)

Title: IT Assistant 
Salary: Competitive
Location: Sana’a
Hours: Full-time
Responsible to: Ops Coordinator 
Start date: ASAP

About Human Appeal:

Human Appeal is a non-profit organization working across the globe to strengthen humanity’s struggle against poverty, social injustice and natural disaster. Through the provision of immediate relief and establishment of sustainable development programmes, we aim to invest in real effective solutions.

Now over 28 years, Human Appeal has a presence in 25 countries spanning across 3 continents: Asia, Africa and Europe. 2021 is an exciting time as we continue to build on our achievements to transform the lives of millions of people across the world. Human Appeal is Provision of Emergency Food Security and Livelihood assistance for acutely food insecure households, so Human Appeal looking for a dynamic candidate who is passionate about international development to join our Human Appeal Yemen team.

Position Summary: 

Establish and maintain a well-functioning IT system, provide technological support to other departments, and minimize IT risks to provide a healthy information system to HA.

Main Duties and Responsibilities: 

IT Support Analyst provides support and management include:

• devices including desktop PCs; laptops; tablets; smartphones; desk phones; other comms devices.
• software including standard desktop applications, e.g. Windows OS, Office 365; specialist applications; mobile apps.
• network services including cabling; patching; Active Directory; wired and wireless LAN; some data and voice services; anti-virus software
• services including helpdesk; consumables supply; provisioning equipment; user education and support

Day to Day Tasks:

• Provides high-quality first-line support to staff.
• Provides first-line support for the following systems, resolving issues or escalating either internally or to approved external support agencies:

1. Desktop/laptop computer systems and peripherals on-site, including upgrades, rebuilds or other device configuration, trouble-shooting.
2. standard operating systems and software, including Windows 10, Office 2013/2016, installation, upgrade, troubleshooting; also some software installation and upgrades for systems supported elsewhere, e.g. NAV.
3. mobile solutions, e.g. smartphones or tablets, including device configuration, basic training of users, administration tasks on the management console.
4. Assists with online device management and compliance.

• Actively records and manages support requests in the service desk system and ensures that requests are followed up and resolved in a timely manner.
• Maintains and updates the asset register.
• Provides support for IT Audio-Visual systems.
• Undertakes hands-on cable patching and other approved infrastructure modifications in support of delivering network services to specific locations.
• Physically installs or removes hardware from time to time and ensures that any IT equipment is deployed in a manner consistent with health & safety guidelines, and takes action to ensure compliance with these guidelines, as required 
• Assists in the maintenance of appropriate documentation for technical resources, e.g. knowledge base 
• Monitors IT assets and ensures that all equipment is stored tidily and in a good state of repair, that adequate spares are available and re-orders consumables and other equipment as required 
• Undertakes identified routine maintenance tasks and Monitoring tasks on the network and Cloud system e.g. checking event logs and Cloud Protections Dashboards and provides daily reports.
• Reports to the IT Infrastructure Manager and assists in introducing and maintaining formal systems, processes and documentation to improve the delivery and development of IT services to all staff.
• Escalate complex issues and Oversee Escalations to IT Manager and provides notes related to the problem, records of unsuccessful solutions and Follow-up issue until resolved.
• Provide essential online security advice and support.

QUALIFICATIONS AND REQUIREMENTS:

Qualifications:

• University degree in Computer Science and other related field.
• Knowledge and qualification in a vocational or specialized field short of a Degree Level. For example, HNC/HND/AAT. (NVQ-4).
• At least 2 years of experience working in IT department, preferably with INGOs.
• A strong knowledge of the specific technologies that are used by HA.
• Strong English and Arabic language speaking and writing abilities.
• Plans and arranges own work to meet set objectives, rather than working to prescribed procedures. Required to show initiative in the use of skills related to the work.
• Requiring discretion and judgement. Knowledge of a variety of procedures, methods and techniques required.

Duty Station:

The position will be based in Sana’a.