World Bank recruits 01 E T Temporary
|Localisation||Dakar / Sénégal|
|Expiration||17 Juin 2019|
Description de l’offre
Job #: req3263
Organization: World Bank
Sector: Information Technology
Term Duration: 1 year 0 months
Recruitment Type: Local Recruitment
Location: Dakar, Senegal
Required Language(s): English, French
Closing Date: 6/17/2019 (MM/DD/YYYY) at 11:59pm UTC
The IT Client Support function is primarily tasked with ensuring the 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 customer experience, Client Support directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
Duties and Accountabilities:
Experienced ET Temporary providing direct support to staff working in the Country Office.
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. Can assess complex, non-routine problems in their area of specialization.
The ET Temporary will be the front-line contact for IT vis-a-vis staff in the office. S/he will respond to their questions and inquiries and provide requested information and assistance. S/he will support and maintain workstation software and deliver related services. S/he provides IT support, analysis, troubleshooting, and informal training on Bank-standard hardware and software. S/he will also provide basic support on IT infrastructure and networking products.
Other responsibilities include, but may not be limited to, the following:
Maintain office inventory of IT related equipment and software licenses, monitoring institutional charges against that inventory.
Promote information security awareness and Institutional guidelines and policies for information security within the unit.
Bachelor’s degree or AA/AS degree in Computer Science with a minimum of 5 years relevant experience.
Demonstrates general knowledge of hardware and software products and problem solving/troubleshooting skills.
High comfort level with IT systems including: Windows 10; Office 365; Outlook 2013; MS-Office 2010/2013; Remote Access solutions and VPN; Cisco videoconferencing codecs, Cisco Jabber, Cisco VMR and Cisco WebEx; mobile devices (iOS and Android); Service Now; Cloud solutions and collaboration tools such as OneDrive, Office 365, Microsoft Teams, and SharePoint.
Ability to work in a team environment and across organizational boundaries, as well as to handle multiple projects, and coordinate with outside vendors.
Past work experience in the duty station country for this advertisement or countries of the same sub-Region.
Past work experience with IT change management, technology deployments and asset disposal work in office environments of at least 70 clients.
High comfort level supporting mobile devices, including smartphones and tablets from both iOS and Android platforms.
A strong customer orientation and proven ability to deal with staff calmly in a high-pressured environment, including the ability to promote and facilitate cooperation within the organization and with clients.
Good communication and presentation skills — both verbal and written.
Highest ethical standards.
Proven ability to work in a team environment.
Emphasis on follow-through and accountability.
Reliability and punctuality.
Willingness and ability to perform under periods of high client service demand and associated work stress.
An upbeat, positive attitude and willingness to learn and help others.
Flexibility and being able to adapt to new situations.
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.
Analytical Thinking – Gathers and links data.
Information Systems / Technologies / Product / Services Knowledge – Aware of the primary uses of technology by customers.
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.
Past experience building and maintaining a data analytics tool for helpdesk case management.
Manage reporting of helpdesk data for broad distribution of call centers and interested management parties.
Note: The selected candidate will be offered a one-year appointment, renewable for an additional one year, at the discretion of the World Bank Group, and subject to a lifetime maximum ET Appointment of two 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 second-year ET appointment are not eligible for future ET appointments.
The World Bank Group values diversity and encourages all qualified candidates who are nationals of World Bank Group member countries to apply, regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Sub-Saharan African nationals, Caribbean nationals, and female candidates are strongly encouraged to apply.