IT Analyst Client Services

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Description

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• Demonstrates strong customer service skills and client orientation.
• Serves as the primary point of contact in partnership with a Sr. Information Assistant on all matters related to hardware, software, and communications support for the Country Office. Support and maintain complete end-user IT environment, this includes assessing, deploying, and implementing hardware and software upgrades, telephony and video conferencing systems.
• Works directly with WBG staff in Bucharest to probe and ask effective questions to fully diagnose both the root cause of a problem and the staff’s comfort level with technology. Can assess complex, non-routine problems in their area of specialization.
• Responds to Tier I support requests via multiple sources such as phone email and chat. Enters call data into the incident tracking system (ServiceNow). Interacts with staff in a courteous and professional manner.
• Participates in Business Continuity and Security activities. Troubleshoots and provides workarounds, and permanent fixes to issues identified in the end-user environment.
• Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problems, when necessary. Implements predetermined software or hardware changes to rectify any issues.
• Documents incident/problem status and resolution in ServiceNow. Documents solutions to common problems and responses to frequently asked questions.
• Assist the office in procurement of IT equipment and handles all IT related vendor issues including contract management.
• Collect feedback on IT services from staff through surveys and other tools on a regular basis to improve service delivery in coordination with service delivery teams in HQ.
• Works with basic IT infrastructure and networking products. Provides maintenance and support for basic IT products, peripherals, network and physical moves.
• Setup, configure, and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences. Support high-level meetings, including audio-visual, conferencing and PC support in a time-critical setting.
• Work closely with other IT support elements, both within the region and HQ IT teams.
• Configures, installs and troubleshoots PCs, peripheral equipment, and other personal computing devices. Provide support and training on mobile devices specifically in the iOS environment.
• Ensures proper functioning of all office technology equipment, including PCs, mobile devices, unified communications system, multi-function devices and docking stations.
• Ensures that Bank information and IT systems are protected in a manner consistent with Bank information security policy, procedures and standards.
• Maintains proper inventory of all IT related equipment and software.
• Acts 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 procedures; perform 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 all IT assets.
• Provides direction, support and training to the WBG staff on standard Bank applications. Helps staff solve problems with hardware, software and network service issues.
• Disseminates IT information to the office and visiting staff.
• Keeps him/ herself abreast with technologies (hardware and software) deployed in WBG.
• Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.
• 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.
• Works closely with other ITS colleagues in the office, Region and HQ.
• Under the direction of Regional IT Lead, evaluate and pilot/ test new products and services and provide feedback to the service delivery teams.              

• Bachelor’s or Master’s Degree in Engineering, Information Systems Management, or in a related field, with at least 2 years of relevant experience; OR equivalent combination of education and experience.
• Industry certifications like ITIL, Microsoft, A+, etc. preferred.
• In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used by the Bank.
• Strong Hands-on experience in resolving common problems in Computer Hardware, Microsoft Office 365, Mobile devices, Remote Access and Network communications.
• Client Understanding and Advising – Makes decisions to meet the needs of the situation by considering all available resources and information and follows through on client inquiries, requests, and addressing problems.
• Learning Orientation – Stays abreast of changes in areas of technical expertise and specialized knowledge as well as what is occurring in other related specialties.
• Broad Business Thinking – Keeps informed on business operations and the relationship of delivered support/services to the business. Provides a business-based rationale for determining necessity of incremental improvements.
• Information Systems / Technologies / Product / Services Knowledge – Aware of the primary uses of technology by customers.
• Ability to contribute to delivery of results for client on complex issues; understands clients’ most pressing challenges and takes personal responsibility for producing high quality work.
• Risk Management – Reduces risk by solving day-to-day problems as they arise and acts to prevent problems from recurring.
• Service Provider Assessment and Evaluation – Records data on specified vendors’ services and products against defined requirements and provides input regarding assessments.
• Lead and Innovate – Initiates changes to work processes to improve efficiency and performance.
• Deliver Results for Clients – Takes full ownership to address client needs.
• Collaborate Within Teams and Across Boundaries – Contributes to wider collaborative efforts.
• Build, Apply and Share Knowledge – Actively promotes knowledge-sharing.
• Make Smart Decisions – Analyzes data to support and enable decision-making.
• Excellent English and Romanian verbal and written communication skills.

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