Job Details

Job Description

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org

ITS Vice Presidency Context:

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

TS ITSR1: The ITS Tech Solutions Region 1 (TS ITSR1) is currently tasked with ensuring cohesive delivery of regional IT programs and initiatives, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT experience to business partners ITSR1 directs and partners with Country Office (CO)/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

The Senior IT Assistant in Lusaka, Zambia, will primarily be responsible for providing IT support services in WBG’s Office for the Southern Africa Region while stationed in Lusaka, Zambia. S/he will be responsible for Installation and Maintenance of IT Hardware, Software, communications and telephony devices for the office staff and visitors.  The Senior IT Assistant will provide IT support to WBG Staff and Visiting Staff/ Consultants at Lusaka Office on usage and maintenance of entire range of information technologies in use at the Bank which include but are not limited to PCs, Video/Audio conferencing, remote access, LAN/ WANs, as per Bank defined SLAs and Processes.

Duties & Responsibilities

•Serve as the first point of contact on all matters related to hardware, software and communications support for the Lusaka, Zambia, 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

•Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems

•Install and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences; when necessary, support installation, maintenance and upgrades of local networks and communications infrastructure as part of the office infrastructure projects.

•Provide IT training and updates to existing/ new Staff regularly.

•Participate in Service Continuity, Security and Business Continuity activities. Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment.

•Administer WBG information security standards, including requesting IT accounts, SecureIDs, YubiKeys, remote access and passwords. Adhere to Institutional policies and advise on 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.

•Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.

•Maintain a proper inventory of all CO IT related equipment and software. Ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.

•Ensure Service Level Goals are met by local service Providers.

Selection Criteria

•Bachelor’s degree with no experience required or equivalent combination of education and relevant experience.

•Good Knowledge of IT Technologies (Troubleshooting, Windows Platform, Exchange, Microsoft Office, Printers, Scanners, Servers and alike)

•Experience of serving Business partners in a multi-cultural environment preferred

Core Technical Knowledge and Skills

•Good Knowledge and understanding of IT Technologies: Windows Platform, Microsoft Office, Printers, Smartphones, video conferencing, remote access technologies, remote troubleshooting etc.

•Strong business partner service skills and the ability to work under pressure with professionalism

•Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.

•Proficiency in MS Outlook and Office 365 products

•Strong knowledge/ experience of ITIL best practices for helpdesk/ IT Service Management.

•Knowledge of Network communication technologies and other WAN/LAN products.

•Familiarity with IP Telephony and troubleshooting

•Flexible to work in rotational shifts

Language and Communication Skills

•Excellent written and spoken communication skills in English

•Ability to listen and then clearly describe the problem and proposed solution