Zonal Digital Workplace Coordinator - Eastern Zone World Vision International
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Applicants must be willing and eligible to work either in Blue Nile, White Nile or South Kordofan. Please mention in your application where you will be based
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Applicants must be able to attend interviews physically in WV offices in the respective locations where this position will be based
Duty Station:
Blue Nile, White Nile or South Kordofan
Duration:
7 working days
Closing Date:
28 Dec 2025
Background:
The Digital Workplace Coordinator is responsible to deliver the best digital workplace experience to staff. S/he is responsible for areas like communication, collaboration, mobility, productivity workplace applications and workplace innovations to enable staff to perform in a modern and engaging workplace where technology makes the difference.
The incumbent serves as a user liaison, providing guidance on business usage, communications for the digital workplace product suite. They respond to requests for IT
support, logging problems, generating tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.
The DWA works closely with theuser 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.
Duties and responsibilities:
DigitalWorkplace Planning
Provide support to develop, implement, operate and maintain End User Digital Technologies. Facilitates and provides input to the assessment and design/development processes.
Translate stakeholder business objectives and drivers to identify digital workspace opportunitiesand establish appropriate solutions
Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.
Establish definition and implementation of virtual, physical and mobile digital workspace solutions. Develop and establish the digital workplace environment
Make strategic recommendations in the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes (including emergency responses), communication and collaboration (including emergency responses), communication and collaboration
Service Desk:
First point of contact and day-to-day technical support to end users triage, resolve or escalate reported incidents and problems.
Generates activity and status reports.
Provides the user access service.
Researches trouble issues which affect multiple clients.
Reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients.
Provides responsive support for problems found during normal working hours as well as outside normal working hours..
Client Technology &Technical Support
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
Supports Disaster Management with review, testing, deployment and first-level maintenance of emergency ICT technologies and solutions.
Works closely with Procurement and Admin in end-to-end tracking of ICT assets, including issuance, maintenance, handover and disposal.
Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Provides on-going support of client technology.
Ensures that all technical resources are available for meetings that include video conferencing.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
Povide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc).
Client Solutions Support
Participate and support the deployment of partnership ministry IT Solutions (including Disaster Management IT solutions).
Participate in user acceptance testing for new and emerging field solutions
Provide technical support on Ministry IT and Disaster Management IT solutions and productivity tools (Horizon, Sponsorship operations, LMMS, WV Relief, mobile data gathering tools, etc).
Support the process of closing customer feedback loop for Continuous Service Improvement
Lead the continuous improvement of digital IT workspace service improvements and offerings to end users via proactive measurement, evaluation and ideation.
Conduct regular customer experience and satisfaction surveys
Training, Learning &Development:
Lead the process of conducting training needs assessment
Provides documentation, training, and guidance for IT clients.
Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.
Vendor Management and External Engagement:
Supervise on site preventative maintenance of infrastructure
Monitors services provided by vendors to ensure service levels meet requirements.
Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.
May resolve invoice discrepancies.
Supports the ICT Manager with external partners engagement by attending meetings on his/her behalf, and coordinating with them.
Minimum Qualification, Skills and Experience Required:
Required Education, training, license, registration, and certification
Bachelor’s Degree in Computer Science, Information Technology, Electrical and Electronic Engineer or other related specialized training, or equivalent work experience.
Technical certification in oneor more IT disciplines or technology (Microsoft, ITIL v4 etc)
At least 1 years’ work experience in operation of enterprise IT networks
Required Professional Experience
Minimum 5 years’ experience in a similar role with advanced network, cloud and/or systems related vendor certifications.
Extensive experience with Windows 10, MAC OSX desktop platforms and Android and IOS mobile platforms.
Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams
Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform
Proficient with Office 365 and Azure Administration Portals
Working experience on cloud-based technologies for remote deployment & support (BigFix, TeamViewer)
Exceptional analytic and troubleshooting skills for solving problems.
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.
Language Requirements
Effective written and verbal communication in English. Other UN languages such as French, Arabic, Spanish, Portuguese, preferred.
Travel and/or Work Environment Requirement
Ability to travel to/within domestically and Internationally as required
Work hours are often in excess of 12 hours per day during difficult periods of the response
Responses are often mounted in insecure or natural disaster-prone contexts, which may disrupt normal work patterns and generate staff safety issues
Work and housing environments may at times be well below normal standards in terms of facilities, equipment, food availability and hygiene
Physical Requirements
This position may require off road trip /travel and out of the office activities.
Language Requirements
Effective written and verbal communication in English. Other UN languages such as French, Arabic, Spanish, Portuguese, preferred.
