Senior IT Assistant, Client Services

The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video: https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w

ITSR1: The IT Regional Client Services 1 (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives in South Asia, East Asia, and Africa, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT customer experience, Tech Solutions directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

The Senior IT Assistant, for Abuja, Nigeria Office will provide ongoing support for all Abuja, Nigeria Office staff as well as visiting staff and missions from HQ or other Country Offices. 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.

This position is based in Abuja, Nigeria, and reports to the Regional IT Lead for Central Africa.

Roles & Responsibilities:

• Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology.
• Serves as first point of contact called upon to resolve customer problems. Identifies and engages the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.
• Conducts initial diagnostics of most business technology problems, including those involving multiple systems, users, platforms, and technologies.
• Analyzes information related to a user support service, identifying, and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management.
• Supports and maintains the end-user environment. This includes configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.
• Maintain a proper inventory of all CO IT equipment and software; perform asset management tasks including periodical inventory checks, disposals, and update of asset information into a shared database; take responsibility for accurate and complete reporting of assets.
• Participates in facilities work and vendor management, as part of CO administrative teams. Participate in security and business continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.
• Provides necessary hosting and technical operation support for hybrid events and online events often with Simultaneous Interpretation and Live Streaming using streaming services like YouTube.
• Disseminates information on common problems and issues to end-users.
• Tracks trending of issues and proactively escalates to Supervisor/ Service Providers
• Takes decisions for most routine cases with update to Supervisor.
• Recommend topics and provide necessary IT training sessions to end-users; offer agile solutions to meet World Bank Group staffs’ evolving needs; help to increase awareness of users about available ITS tools and products.
• Evaluate and pilot test new products and services, both hardware and software.
• Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG staff, monitor technology trends and developments.
• 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.
• Demonstrate strong customer service skills and client orientation.
• Work closely with other ITS colleagues in the office, Region and in ITS; connect end-users with other ITS services as needed/appropriate for the user’s requirements.

Selection Criteria

• Bachelor’s degree in Computer Systems/Sciences/IT/Engineering with no experience required or equivalent combination of education and relevant experience preferably with International Organizations/Institutions or reputable telecom/IT sector.
• Good Knowledge of IT Technologies: Windows Platform, M365 applications, Multi-Functional Printers, Servers, Smartphones etc.
• Strong client service skills and the ability to work under pressure with accuracy and professionalism.
• Excellent knowledge of virtual meeting tools, including Cisco Webex, Microsoft Teams and Zoom.
• Strong knowledge of IT Service Management and experience of ITIL best practices for Helpdesk Service.
• Experience in performing incident management practices using the ServiceNow system and adhering Service Level Agreement (SLA) standards.
• Knowledge of Network communication technologies and other WAN/LAN products.
• Experience in supporting VIP end-users, high-level meetings, including audio-visual, conferencing, and PC support with the temperament to handle urgent requests.
• Good Communication Skills to Conducting training on IT Products and engage with World Bank Group staff in a multi-cultural Environment.
• Excellent written and spoken communication skills in English.
• General knowledge of the mission and business requirements of the World Bank Group.

Source: https://worldbankgroup.csod.com/ats/careersite/JobDetails.aspx?id=27729&site=1