Senior IT Assistant, Client Services (The World Bank)

The Senior IT Assistant and Regional Client Services oversees regional IT programs and aligns support channels with business needs. It collaborates with CO/HQ IT Support, 24/7 IT Service Desks, and cross-functional teams for a better IT customer experience.

Unit Context: 

Under direct supervision of Regional IT Team Lead and in coordination with local ITS colleagues, the Senior IT Assistant will:

• Serve as point of contact on general requests related to hardware, software, and communications support for all World Bank Group (WBG) users: locally mapped staff, visitors, teleworkers, and consultants in Paris and in France.
• Deploy and maintain WBG personal productivity devices and AV equipment, assist with network and server maintenance if needed.
• Provide help with installation, maintenance and upgrade of local networks and communications infrastructure as part of the office infrastructure projects.
• Help with preparations of IT training sessions to clients; help to increase awareness of clients about available ITS tools and products.
• Disseminate relevant IT information and information about ITS products and services to clients.
• Collect feedback on IT services from clients, through surveys and other tools, and inform other IT colleagues in the office; track trending of issues and escalate, as appropriate.
• Administer WBG information security standards; adhere to Institutional and ITS policies, directives, and procedures; consistently enforce WBG technology standards; ensure that the integrity and security of WBG Systems are not compromised from within or outside the corporation.
• Participate in Service Continuity, Security and Business Continuity activities.
• Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG clients; monitor technology trends and developments.
• Maintain a proper inventory of all CO IT equipment and software; help with various asset management tasks including periodic inventory checks, disposals, and update of asset information into a shared database; take responsibility for accurate and complete reporting of assets.
• Utilize ServiceNow for tracking, take ownership of tickets, respond to and resolve incidents and service requests within SLAs, communicate progress to clients, and document work in the system.

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Selection Criteria in Senior IT Assistant and Client Services:

• Bachelor’s degree in Computer Systems/Sciences/IT/Engineering OR equivalent combination of education and experience.
• Good skills in supporting Windows, Microsoft 365 products and mobile devices (iOS).
• Good knowledge of virtual meeting tools, including Cisco WebEx, Microsoft Teams and Zoom.

Core Technical Knowledge and Skills

• Strong client service skills and the ability to work under pressure with accuracy and professionalism.
• Proficiency in the recent Microsoft Windows applications; knowledge of MS Outlook and other MS 365 products.
• Good knowledge in supporting mobile devices; in-depth knowledge of Apple iOS.
• Good knowledge in setting up videoconference systems and supporting meetings.
• Comfortable using remote access technologies and remote troubleshooting.
• Good communications skills, the ability to listen and describe the problem and proposed solution.
• Written and spoken communication skills in English is mandatory; knowledge of French is advantageous.
• General knowledge of the mission and business requirements of the World Bank Group.
• Proven ability to work alone and in a team environment.

Term Duration: Term Duration for this position is 3 years.

The World bank has set Deadline for this position is 22 October 2023 

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