Job at world bank (Senior IT Assistant, Client Services ) DC USA

Job #162920

Job Title Senior IT Assistant, Client Services

Job Family Information Management and Technology

Location Washington, DC

Recruitment Type Local Hire

Language Requirement English [Essential]

Closing Date17-Jan-2017

http://web.worldbank.org/external/default/main?pagePK=8454041&piPK=8454059&theSitePK=8453353&JobNo=162920&contentMDK=23158967&order=descending&sortBy=job-req-num&location=ALL&menuPK=8453611&JobType=Professional%20%26%20Technical&JobGrade=GD

Background / General description:
Innovation and partnership bond the five institutions of the World Bank Group (WBG): the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest source of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data. Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity. As a newly created department within the WBG Integrated Services vice presidency, ITSGC provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include; global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training) as well as coordination and implementation of all infrastructure projects facing WBG country offices. ITSGC Department Functions/Services are as follows: 1. Global Network (LAN, WAN and WiFi) design, engineering and support 2. Global Unified Communications (Telephony and Video-conferencing) 3. Provisioning and support for all end-user devices and mobility services (PCs, Tablets, Smart Phones and other network accessible devices) 4. Front-line IT support services including; Helpdesk, all levels of client-facing support as well as End-user IT Training 5. Single point of contact for coordination and implementation of all IT infrastructure projects and initiatives deploying to the WBG country offices around the world. “Total Open Positions = 5” Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 3 year term appointment.
Duties and Accountabilities:
Senior IT Assistant, Client Services, will be responsible for providing enterprise-level IT support to clients by working closely with service teams within ITS and service vendors, and identifying, troubleshooting and resolving basic to complex technical and non-technical end user questions for all desktop/computing services. The incumbent will report to a cluster business IT lead under the Manager, ITSCS, responsible for the provisioning of end user computing support services. Experienced IT specialist providing direct client support. Specifically, • Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the clients’ comfort level with technology. Can assess complex, non-routine problems in their area of specialization. • Supports and maintains the end-user computing 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. • Receives and takes ownership of tickets from Remedy Help Desk system, responding to and resolving incidents within agreed-upon timeframes, communicates progress to clients and documents work in the system. • Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment. Provide technical solutions to imaging and post-install issues. • Performs asset management tasks including the update of asset information into a shared database, taking responsibility for accurate and complete reporting of asset and client identification in the system to ensure a high level of reliable asset data. • Disseminates information on common problems to clients. Freely shares knowledge and expertise with other IT support staff. • Conducts complete diagnostics of most business technology problems, including those involving multiple systems, clients, platforms, and technologies. • Follows established procedures and is able to operate with limited direction. Empowered to make decisions for most routine cases, under guidance from supervisor. • Act as anchor for transfer of knowledge for relevant client units’ IT support needs. • Strong experience supporting high-level meetings, including audio-visual, conferencing and PC support in a time-critical setting. • Experience in supporting VIP clients, with flexibility to handle last minute and urgent requests
Selection Criteria:
Minimum Education/Experience: • Bachelor's degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience. Preferred Education/Experience: • Advanced skills in supporting Windows desktops, VPNs and mobile devices. • Advanced skills in supporting Microsoft suite products, e.g. Office suite, Outlook on Mobile, Desktop, browser solutions, etc. • Familiarity with virtual meeting tools including Cisco products such as WebEx and Jabber • Experience in performing incident management using Remedy system and adhering to Service Level Agreement (SLA) standards. Required Competencies: • 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 the necessity of incremental improvements. • Information Systems / Technologies / Product / Services Knowledge - Aware of the primary uses of technology by customers. • Risk Management - Reduces risk by solving day-to-day problems as they arise and takes action 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. • Knowledge of Institutional and ITS Policies, Processes, procedures and Services - Has a basic understanding of the WBG organization, institutional and ITS policies, processes, services and procedures. • 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. • Create, Apply and Share Knowledge - Actively promotes knowledge-sharing. • Make Smart Decisions - Analyzes data to support and enable decision-making. The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply. All applications will be treated in the strictest confidence.

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