Senior IT Assistant, Client Services
Job #: req19577
Organization: World Bank
Sector: Information Technology
Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit www.worldbank.org.
ITS Vice Presidency Context:
Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.
Our vision is to transform
how the Bank Group accomplishes its mission through information and
technology. In this fast-paced, ever-changing world, the formulation and
implementation of the ITS strategy is an ongoing, iterative process of
learning and adaptation developed through extensive consultations with
business partners throughout the World Bank Group.
ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.
Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.
The IT Regional Client Services is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT customer experience, Client Support directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
The WBG IT (ITSR1) team in the Africa region is responsible for providing high quality of Technology support services to the WBG offices in Africa. The team is also responsible for implementing Projects with Technical components such as hardware, software, communications, and telephony for local offices, residences of Country Managers and/or Country Directors, and during high profile visits / workshops. The team is expected to assist with projects initiated from Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.
This position is based in Dar-Es-Salaam, Tanzania, and reports to the Regional IT Lead for East and Central Africa.
The Senior IT Assistant will primarily provide Tier1 IT support to all WBG Dar-Es-Salaam office staff as well as visiting staff and missions in Dar-Es-Salaam Office. S/he will support the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training.
Roles & Responsibilities:
•Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems in the Country Office.
•Setup, configure, and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences; when necessary, support installation, maintenance and upgrades of local networks and communications infrastructure as part of the office infrastructure projects.
•Provide IT training for staff, particularly for newly hired staff. Train users in remote access systems.
•Document, maintain and enhance work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
•Participate in Service Continuity, Security and Business Continuity activities. Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment.
•Disseminate relevant IT information to Country Office and visiting staff.
•Collect feedback on IT services from clients, through surveys and other tools, and inform other IT colleagues in the office, Region and if necessary, inform other relevant ITS teams.
•Work closely with other ITS colleagues, both within the region and in ITS.
•Assist in establishing the IT budget for the CO. Assist in the decision making/planning process of IT needs at the beginning/end of each fiscal year.
•Advise on standard IT equipment orders for CO.
•Assist staff in procurement of smartphones and other mobile devices.
•Under the direction of Team Lead, evaluate and pilot test new products and services, both hardware and software.
•Follow WBG information security standards, including IT accounts, Secure Keys, remote access and passwords. Adhere to Institutional policies and practices under guidance of Location/ Regional Lead.
•Attend training whenever required and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG IT standards.
•Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.
•Assist in maintaining a proper inventory of all CO IT related equipment and software. Act as the Software Asset Custodian (SAC) on behalf of the CO clients and ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.
•Participate in facilities work and vendor management, as part of CO administrative teams. Coordinate Country Office moves of IT hardware and communications.
•Monitor local city and national technology trends and developments.
•Bachelor's degree in Computer Systems/Sciences/IT with a minimum of 3 years of relevant experience, preferably with donor/funded, International Organizations/Institutions or reputable telecom/IT sector or Associates Degree with a minimum of 5 years relevant experience.
•Good Knowledge of IT Technologies (Troubleshooting, Windows Platform, Exchange, Microsoft Office, Printers, Scanners, Servers and alike).
•Experience of serving Clients in a multi-cultural environment.
World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and inspiring stories.
Closing Date: 11/04/2022 (MM/DD/YYYY) at 11:59pm UTC