E T Temporary : Senior IT Assistant, Client Services Job #: req32642 Organization: World Bank Sector: Information Technology Grade: ET4 Term Duration:ย 1 year 0 months Recruitment Type: Local Recruitment Location: Almaty,Kazakhstan Required Language(s): English Preferred Language(s): Closing Date: 4/21/2025 (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 130 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
Job Opportunity
The World Bank is currently seeking an experienced and motivated person to provide Information Technology support and services to the WBG Almaty, Kazakhstan office.ย
The selected candidate will be responsible for providing enterprise-level IT support to WBG staff and visiting mission members by working closely with service teams within ITS and vendors and identifying, troubleshooting and resolving basic to complex technical and non-technical end user questions for all desktop/computing services. S/he will manage the full range of information technologies for the office, which includes, but not limited to addressing desktop support, conferencing support, remote access, mobile devices 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 requires on-site presence at WBGโs Almaty office five (5) days a week.
The incumbent will report to a Regional IT lead/ Team Coach under the Manager, ITSR2, responsible for the provisioning of end-user computing support services.
Duties/ Accountabilities:
โข Demonstrates strong customer service skills and business partner orientation.
โข Serves as the primary point of contact 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.โข Works directly with the business partners to probe and ask effective questions to fully diagnose both the root cause of a problem and their comfort level with technology. Can assess complex, non-routine problems in their area of specialization.
โข 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 the business partners in a courteous and professional manner.ย โข Participate in Business Continuity and Information Security activities. Troubleshoots and provides workarounds, and permanent fixes to issues identified in the end-user environment.
โข 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.ย โข Documents incident/problem status and resolution in tracking log. Documents solutions to common problems and responses to frequently asked questions.ย
โข Assist the office in procurement of IT equipment and handles all IT related vendor issues including contract management.โข Collect feedback on IT services from business partners through surveys and other tools on a regular basis to improve service delivery in coordination with service delivery teams in HQs, Chennai and Sofia.
โข Works with basic infrastructure products and basic networking products. Provides maintenance and support for basic client products, peripherals, network and physical moves.ย โข Setup, configure, and maintain video-conference, 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.ย
โข Work closely with other IT support elements, both within the region, HQ, Chennai and Sofia IT teams.โข Configures, installs and troubleshoots PCs, peripheral equipment, and other personal computing devices. Provide support and training mobile devices specifically in the iOS environment.ย
โข Ensures proper functioning of all office technology equipment, including PCs, mobile devices, telephony, Unified Communication systems, multi-function devices and docking stations.ย โข Ensures that Bank information and IT systems are protected in a manner consistent with Bank information security policy, procedures and standards.ย
โข Maintains proper inventory of all IT related equipment and software.ย โข Provides direction, support and training to the WBG staff on standard Bank applications. Helps staff solve problems with hardware, software and network service issues.ย
โข Disseminates IT information to the office and visiting staff.ย โข Keeps him/ herself abreast with technologies (hardware and software) deployed in WBG.
โข Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.โข Under the direction of Regional IT Lead/ Team Coach, evaluate and pilot/ test new products and services and provide feedback to the service delivery teams.ย
Selection Criteria
โข Bachelorโs degree in computer science, Engineering, Information Systems Management, or related field with a minimum of 1 year experience required.ย โข Industry certifications like ITIL, Microsoft, A+, etc. preferred.โข 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.โข Strong Hands-on experience in resolving common problems in Computer Hardware, Microsoft Office 365, Mobile devices, Remote Access and Network communications.โข 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.โข Learning Orientation - Stays abreast of changes in areas of technical expertise and specialized knowledge as well as what is occurring in other related specialties.โข 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.โข Information Systems / Technologies / Product / Services Knowledge - Aware of the primary uses of technology by customers.โข Risk Management - Reduces risk by solving day-to-day problems as they arise and acts to prevent problems from recurring.โข Service Provider Assessment and Evaluation - Records data on specified vendors' services and products against defined requirements and provides input regarding assessments.โข Lead and Innovate - Initiates changes to work processes to improve efficiency and performance.โข Deliver Results for Clients - Takes full ownership to address client needs.โข Collaborate Within Teams and Across Boundaries - Contributes to wider collaborative efforts.โข Build, Apply and Share Knowledge - Actively promotes knowledge-sharing.โข Make Smart Decisions - Analyzes data to support and enable decision-making.โข Excellent English verbal and written communication skills โ Requiredย โข Excellent Kazakh/ Russian verbal and written communication skills โ Requiredย
World Bank Group Core Competencies
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.ย
Note: The selected candidate will be offered a one-year appointment, renewable at the discretion of the World Bank Group, and subject to a lifetime maximum ET appointment of three years. If an ET appointment ends before a full year, it is considered as a full year toward the lifetime maximum. Former and current ET staff who have completed all or any portion of their third-year ET appointment are not eligible for future ET appointments.