(HN) Information Technology Senior Officer

PURPOSE OF POSITION:

1. To support WV Vietnam in establishing standards and strategic direction for the IT system of the organization in line with the WV Partnership Standards.

2. To maintain the effective functioning of the IT system that facilitates WVV’s development activities.

3. To assist the IT Manager in coordinating IT- related work and handling routine IT related issues in all the offices and projects

4. To provide the Management of WV Vietnam with Information/Communication Technology related recommendations and suggestion supporting the organisation’s strategic objectives.

KEY RESPONSIBILITIES:

I. Service desk

• First point of contact and day-to-day technical support to end users, including access service.
• Responds to Level 2 support (Global Center IT) and works with Level 3 support vendors (e.g. Microsoft, IBM…).
• Ensure reports on IT processes and activities are done.
• Identify and recommend solutions for trouble issues which affect multiple clients, including working with IT vendors.
• Creates temporary solutions until permanent solutions can be implemented.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
  

II. Technical support

• Ensure that all technical resources are available for meetings that include video conferencing.
• Monitor and communicate system status.
• Diagnose and resolve client workstation and mobile device hardware and software issues.
• Create temporary solutions until permanent solutions can be implemented.
• Participate in deployment of new or upgrade information technology and infrastructure projects
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

III. Security

• Adhere to the integrity of controls, regulations and guidelines.
• Review operation processes to ensure consistent approval and compliance.
• Make recommendations and changes as appropriate.
• Network Security management – firmware upgrade/patch management
• Perform backup and recovery

IV. Project planning

• Provides input to IT project planning, ensuring GC requirements are met.
• Global Deployment Project support
• Participates in integration and user acceptance testing
  

V. Inventory Management

• Maintain IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

VI. Service level management

• Collaborate in the development of service-level objectives and takes steps to meet or exceed targets.
• Monitor service-level objectives to ensure that requirements are met or exceeded.
• Follow up in a timely manner to ensure customer satisfaction.
• Respond to requests for IT support within SLA

VII. Training

• Train co-workers on new or existing functionality or services.
• Identifies customer training needs based on common problems.
• Development of training material
• Contributing to knowledge base article

VIII. Documentation

• Create, modify and review documentation of issues resolutions.
• Develop and deliver documentation to ensure appropriate end-user support (eg. Video clips, e-learning...)

IX. Communication/Consulting

• Alert team members about recurring problems.
• Communicate technical information to both technical and non-technical personnel.

X. Coaching/Mentoring

• Mentor less experienced staff in IT areas of expertise.