Senior IT Assistant, Client Services

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Senior IT Assistant, Client Services

N'Djamena, Chad | req30451
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Senior IT Assistant, Client Services

Job #: req30451
Organization: World Bank
Sector: Information Technology
Grade: GD
Term Duration: 3 years 0 months
Recruitment Type: Local Recruitment
Location: N'Djamena,Chad
Required Language(s): English

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Preferred Language(s): French
Closing Date: 12/3/2024 (MM/DD/YYYY) at 11:59pm UTC

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 end extreme poverty and boost shared prosperity
on a livable planet by delivering transformative information and technologies to its
staff 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 Tech Solutions 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, Technology Solutions Team 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 will provide ongoing support for all N’Djamena, Chad World
Bank Group Office staff as well as visiting staff and missions from HQ or other
Country Offices. S/he will manage 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 N’Djamena, Chad, and reports to the Regional IT Lead and
Team Coach 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.
•Assesses more complex, non-routine problems in his/ her area of specialization

including those escalated by others.
•Serves as first/ second 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 complete diagnostics of most business technology problems, including

those involving multiple systems, WBG staff, platforms, and technologies.
•Analyzes information related to business partnership, 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.
•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.
•Disseminates information on common problems and issues to WBG staff.
•Tracks trending of issues and proactively escalates to Supervisor/ Service

Providers
•Applies Technical Knowledge under limited guidance/ direction.
•Takes decisions for most routine cases with update to Regional Lead / Team
Coach.
•Recommend topics and provide necessary IT training sessions to WBG staff; offer
agile solutions to meet WBG staff' evolving needs; help to increase awareness of
WBG staff 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.
Selection Criteria
•Bachelor’s degree with no experience required or equivalent combination of

education and relevant experience.
•Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD,

Servers, Smartphones etc.
•Strong user support skills and the ability to work under pressure with accuracy
and professionalism.
•Understanding of Microsoft Active Directory, DNS service and other networking

methods and technologies.
•Strong knowledge of IT Service Management and experience of ITIL best practices

for Helpdesk Service.
•Proficiency in the recent Microsoft Windows applications.
•In-depth knowledge of M365 applications including Co-Pilot/ AI.
•Knowledge of Network communication technologies and other WAN/LAN products.
•Familiarity with IP Telephony and troubleshooting.
•Good knowledge and experience of setting up and supporting Videoconference

Facilities.
•Comfortable using remote access technologies and remote troubleshooting.
•Excellent communications skills: the ability to listen and then clearly describe the
problem and proposed solution.
•Excellent written and spoken communication skills in English and French.
•General knowledge of the mission and business requirements of the World Bank
Group.
•Proven ability to work alone and in a team environment.
World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan;
medical, life and disability insurance; and paid leave, including parental leave, as
well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated

and committed workforce, and do not discriminate based on gender, gender
identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and
inspiring stories.
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Jobs ABOUT WORLD BANK

Sign In Create Profile English (US)

Senior IT Assistant, Client Services

Senior IT Assistant, Client Services

Organization: World Bank

Sector: Information Technology

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Required Language(s): English

Preferred Language(s): French

Closing Date: 12/3/2024 (MM/DD/YYYY) at 11:59pm UTC

ITS Vice Presidency Context:

Roles & Responsibilities:

•Assesses more complex, non-routine problems in his/ her area of specialization

•Conducts complete diagnostics of most business technology problems, including

•Analyzes information related to business partnership, identifying, and reporting on

•Participates in facilities work and vendor management, as part of CO

•Disseminates information on common problems and issues to WBG staff.

•Tracks trending of issues and proactively escalates to Supervisor/ Service

•Applies Technical Knowledge under limited guidance/ direction.

•Administer WBG information security standards; adhere to Institutional and ITS

•Demonstrate strong customer service skills and client orientation.

•Bachelor’s degree with no experience required or equivalent combination of

•Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD,

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

•Strong knowledge of IT Service Management and experience of ITIL best practices

•Proficiency in the recent Microsoft Windows applications.

•In-depth knowledge of M365 applications including Co-Pilot/ AI.

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

•Familiarity with IP Telephony and troubleshooting.

•Good knowledge and experience of setting up and supporting Videoconference

•Comfortable using remote access technologies and remote troubleshooting.

•Proven ability to work alone and in a team environment.

World Bank Group Core Competencies

We are proud to be an equal opportunity and inclusive employer with a dedicated

Apply Now Share   Save Job

Legal Access to Information Jobs Contact

IBRD IDA IFC MIGA ICSID

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