Senior IT Assistant, Client Services At The World Bank: 

Senior It Assistant position is based in Rome, Italy. The appointment will be for a Three-year Term contract, with possible extension based on business needs.

Under direct supervision of Regional IT Team Lead and in coordination with local ITS colleague, 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 Rome and in Italy.
• Deploy and support all WBG standard personal productivity devices (desktop, laptops, smartphones, tablets) including software, setup, configure, and maintain MFDs, videoconference systems, audio-visual equipment, and other electronic devices for presentations; if required assist with installation and maintenance of network equipment, servers, and other similar ICT equipment.
• 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.
• Use the IT service management tracking system (ServiceNow) to track work; receive and take ownership of tickets from the system; respond to and resolve incidents and service requests within agreed-upon timeframes and Service Level Agreements (SLA); communicate progress to clients and document work in the system.
• Work closely with ITS colleagues in the office and Region.
• Demonstrate strong customer service skills and client orientation

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Selection Criteria

• 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 Italian 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.

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