Digital and Information Technology Officer
WorldFish · George Town
About WorldFish
WorldFish is an international research organization working to transform aquatic food systems to reduce hunger, malnutrition, and poverty. It collaborates with international, regional, and national partners to co-develop and deliver scientific innovations, evidence for policy and knowledge to enable equitable and inclusive impact for millions who depend on fish and other aquatic foods for their livelihoods and nutrition. Our work in countries advances progress on multiple 2030 Sustainable Development Goals through science and innovation, with a vision of healthy people, healthy planet and shared prosperity.
About the Position
Under the direct supervision of the Digital and Information Technology Manager, the Digital and Information Technology Officer is responsible for responding to helpdesk tickets, installing and configuring hardware and software, and performing routine diagnostics, updates, and troubleshooting to maintain secure, reliable systems. The role involves guiding users through remote and onsite support, collaborating with the IT team on escalations, communicating resolution timelines, delivering basic training, and coordinating with vendors to ensure timely replacements and clarifications. The Digital and Information Technology Officer also prioritize support requests, maintains accurate documentation and metrics, ensures compliance with IT policies, and follows changing control procedures to support consistent, high‑quality service delivery.
Key Responsibilities
Main Purpose of Job:
- Respond to IT helpdesk tickets, ensuring timely resolution of routine IT-related inquiries and issues.
- Adhere to IT policies and procedures to ensure system security and compliance with organizational standards.
- Troubleshoot first-level software and hardware issues reported by colleagues to restore functionality and minimize work disruption.
- Assist in designing, developing, enhancing, and maintaining reports to support business and operational needs, ensuring data accuracy and reliability.
- Assist in maintaining, supporting, and enhancing digital applications to ensure their functionality, reliability, and alignment with business needs.
Main engagement, collaboration and communication responsibilities:
- Guide users through remote installations and troubleshooting as part of a global helpdesk to minimize downtime and standardize resolutions.
- Work collaboratively with and inform the IT team of escalation of complex issues, recurring issues to be addressed.
- Deliver remote and onsite technical support for basic and moderately complex issues to maintain productivity across teams.
- Communicating incident impacts and expected resolution timelines to affect users to manage expectations and reduce repeat contacts.
- Conduct basic routine training sessions for staff on IT systems and best practices, promoting efficient and effective use of technology.
Main responsibilities in the delivery of timely and quality services:
- Prioritize and sequence IT support requests based on urgency and service-level agreements to ensure critical issues are addressed promptly and resources are allocated effectively.
- Ensure compliance with software/ hardware guidelines while providing helpdesk services and effective technical solutions.
- Maintain accurate documentation of support requests, resolutions, and ongoing technical issues to enhance knowledge sharing and service delivery.
- Track basic support metrics (ticket volumes, response times) and report trends to the supervisor to inform improvements.
Requirements
This job might be for you if you have the below skills and qualifications:
- Secondary education and relevant certification, bachelor’s degree preferred in Information Systems, Business Information Systems, or a related field.
- Fluency in English is essential to communicate in writing and speaking.
- Experience in providing general Digital / IT support by configuring, updating, and troubleshooting IT systems.
- Hands-on experience providing remote and onsite assistance, guiding users through troubleshooting.
- Experience analyzing technical issues, disseminating fixes and patches, and liaising with external vendors for routine support.
- Experience in developing, maintaining, or enhancing reports using SQL or other reporting tools, including exposure gained through academic projects, internships, or practical training.
Key Competencies Required
Core competencies
- Accountability: Collaborates with team members, taking responsibility for both individual and team success and seeks feedback to improve performance. Meets deadlines consistently and follows ethical guidelines.
- Collaboration and Communication: Conveys information clearly and ensures the recipient understands the message. Fully engages in conversations and shares relevant information to support informed decision-making.
- Respect and Inclusion: Acknowledges team members' contributions and collaborates effectively with diverse colleagues. Demonstrates flexibility and openness, supporting inclusive approaches that encourage full participation.
- Results and Impact Orientation: Proactively identifies challenges and demonstrates effective problem-solving; Consistently fulfills commitments and respects the organization’s mission and values. Adapts to new processes, emerging technologies and evolving requirements to maintain efficiency.
Functional and Technical Competencies
- Analytical, Critical and Systems Thinking: Analyzes information from multiple sources to identify trends, draw conclusions, and provide actionable recommendations.
- Knowledge Management: Applies knowledge management principles and systems to organize and retrieve information, while sharing insights and best practices to improve team performance.
- Data Analysis, Management and Visualization: Understands fundamental database design concepts; creates simple visualizations for reports, corrects data issues to maintain integrity, and shows flexibility in adapting to new tools and software with some guidance.
- Planning and Organizing: Plans and manages multiple priorities and deadlines independently, using time management tools to stay on track, and effectively balances competing tasks while adjusting as needed.
- Problem Solving: Analyzes information to identify root causes, collaborates with colleagues to gather information, and prioritizes critical factors to propose effective solutions.
- Technical skills: 1) Basic knowledge of SQL queries and scripting techniques to support data extraction, report development, system troubleshooting and automation of routine tasks. 2) Basic understanding of enterprise applications, with the ability to assist in system configuration, maintenance, testing, troubleshooting and user support. 3) Basic understanding of report development concepts, with the ability to learn and utilize reporting tools to develop, maintain and enhance business reports.
Benefits
This is a Nationally Recruited Staff (NRS) position and WorldFish offers a competitive remuneration package including comprehensive benefits (but not limited to) insurance coverage for staff and eligible dependents, employer provident fund contribution, paid leave, and others. The duration of the contract will initially be for a three-year period with possibility for extension, depending on funding and performance.
How to Apply
Your application must include:
- A copy of your curriculum vitae,
- A cover letter which addresses key requirements stated above; and
- Contact information of three professional referees who may be contacted if you are short-listed for the position.
To be considered, applications must be submitted by no later than 23:59 (MYT), 26 October 2026.
Location: The post holder will be based in Penang, Malaysia.
The screening will start immediately and will continue until the position is filled. Due to the high volume of applicants for WorldFish positions, we appreciate all interest, but only short-listed candidates will be contacted.
Our Gender, Diversity and Inclusion Commitment
Over 40% of WorldFish staff is women with some 30 nationalities represented and contributing to its dynamic multicultural work environment. WorldFish is committed to promoting a work environment where diversity and inclusion are valued and we seek to have gender balance in the organization. We aim to also seek balance across other diversity dimensions.
People in WorldFish are treated equally irrespective of gender, ethnicity/race, national or social origin, disability, religion, political affiliation, age, family size, marital status or any other form of personal identity.
We are an equal opportunities employer and strongly encourage qualified women and men from developing nations to apply.