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HR (P&C) related

Ensure personnel data administration and maintenance, P&C administration, including information and document flow for local country office staff, assistance with recruitment, orientation and training. Contribute to P&C function high quality. Act as a super user to Our People system and manage the recruitment module per local recruitment process.

IT related

Individuals in the IT Officer/ Customer Support Analyst II role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices.  In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.  

Individuals in the IT Officer/Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

P&C Officer (50%) Scope

P&C Administration and Support

  • Administer and manage local P&C systems, including payroll, Our People and other context specific systems;
  • Maintain and keep staffing lists for all categories of workforce (employees, service, casual, volunteers, interns, etc) and any staff related necessary information for rapid access and use;
  • Maintain personnel files accurate, updated and confidential at all times. In collaboration with the P&C Team Leader, set up and maintain filling system;
  • Prepare and process all kinds of P&C related paperwork for all categories of workforce as required, with accuracy and confidentiality and in accordance with the policies and local laws;
  • Keep P&C related templates updated and available for staff;
  • Maintain and process local employee enrollment and cancellations from EPF fund and Medical Insurance plans;
  • Provide necessary advise and support to staff on leave utilization for different types of leaves and time sheets;
  • Act as liaison between employee and insurance provider in resolving benefits related program issues and ensure effective utilization of the plan;
  • Process billings from insurance and EPF providers. Review billings for accuracy, and resolve discrepancies with the company in coordination with Finance Department.
  • Respond to routine employee enquiries, both oral and written to ensure the accurate and timely provision of information;
  • Liaise with Admin staff regarding international visa, work permit, residency permit and follow up with international staff on needed documents;
  • Support the line manager in providing with the P&C data for necessary P&C reporting upon request and as needed;

Recruitment, Orientation and Training

  • Provide necessary support in staff recruitment, selection and contracting as needed and participate in panel interviews upon the Line Manager request;
  • Provide assistance in arranging and conducting orientation and induction sessions for new staff;
  • Provide assistance in arranging and conducting different kinds of P&C learning events, trainings, workshops, and/or team building activities;

Our People

  • Act as OP Super User for the local country office;
  • Maintain and update Our People on a regular bases and provide reports and statistics when required;
  • Support in training the managers and staff in utilization of Our People self and manager service and recruitment modules and ensure all new hires receive adequate orientation on ESS/MSS;
  • Manage the OP Recruitment Module and ensure 100% utilization of Recruitment for all local recruitments;


  • Be familiar with WV security plan
  • Follow security policies, rules, procedures and instructions
  • Follow WVI policies for prog/proj security management
  • Represent WV Pakistan in an appropriate and professional manner
  • Contribute to a healthy team spirit and team work
  • Adhere to WV Child Protection policy and standards and stay committed to WV vision statement and core values;
  • Perform other relevant tasks assigned by the direct supervisor;

IT Officer/ Customer Support Analyst II


  • Provides input during project planning and requirements phase.



  • First point of contact and day-to-day technical support to end users.
  • Responds to Level 2 support and works with vendors on Level 3 support.

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.


Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.

Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Updates configuration management tools.

Develops and documents procedures for performing configuration changes, updates and upgrades.

Provides on-going support of client technology.


Ensures that all technical resources are available for meetings that include video conferencing.

Engages the hardware vendors on issues to remedy issues or escalates for support.

  • Monitors and communicates system status.
  • Diagnoses and resolves client workstation and mobile device hardware and software issues.
  • Creates temporary solutions until permanent solutions can be implemented.
  • Assists systems, programming and vendor professionals as needed to resolve problems.

Coordinates the resolution of escalated application, hardware and software problems.


Adheres to the integrity of controls, regulations and guidelines.

Reviews operation processes to ensure consistent approval and compliance.

Makes recommendations and changes as appropriate.


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


Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

Monitors service-level objectives to ensure that requirements are met or exceeded.

Makes recommendations to approve performance and client satisfaction metrics.

Follows up in a timely manner to ensure customer satisfaction.


Tracks performance metrics.

Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

Develops procedures and controls for service improvements.

Recommends solutions to common problems and updates frequently asked questions documentation.


Participates in integration and user acceptance testing.


Trains co-workers on new or existing functionality or services.

Identifies customer training needs based on common problems.


Creates, modifies and reviews documentation of issues resolutions.

Develops and delivers documentation to ensure appropriate end-user support.

Creates and submits documented resolution to Knowledge Base.

Updates manuals/guides to incorporate new recommended products.


Alerts team members about recurring problems.

Communicates technical information to both technical and non-technical personnel.


May provide input to the design of backup and recovery procedures.


Designs standard image and designs alternate images, as needed.

Evaluates and recommends new standard products for corporate standards list.

Participates in working groups related to standards


Mentors less experienced staff in multiple areas of expertise.


P&C related

  1. University degree or equivalent in Business Administration, Social Sciences, Psychology or a related field;
  2. Excellent detail-orientation skills;
  3. Good communications skills;
  4. Thorough working knowledge of office systems. Computer aptitude and experience with word processing, database management, and spreadsheet software;
  5. Ability to maintain positive relationships with colleagues,
  6. Emotional maturity and ability to deal with matters of strict confidentiality;
  7. Excellent organizational and planning skills;
  8. Fluent in English, spoken and written;
  9. Native in local language;
  10. Excellent knowledge of local labor law and related legislations;

IT related

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
  • Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills

P&C related:

1. Minimum 2 years of experience in Human Resources and or Administration with medium business/medium NGO/government agency;

2. Demonstrated experience and knowledge of HR practices, including recruitment, hiring, HR functions and systems administration; HR software administration and maintenance;

IT related

  • Typically requires 5-7 years of relevant technical and business work experience.
  • Willingness and ability to travel domestically and internationally, as necessar
  • Diploma or certification in IT troubleshooting
  • Effective in written and verbal communication in English.
  • University Degree, Degree in HR or IT will be preferred
  • IT Certification
  • Experience of work in an INGO setting and past exposure with the international working culture and practices is a huge advantage;