JOB VACANCY ASSISTANT IT SUPPORT

CAREER Organization: UN agency (WB)

Sector: info & Communication Technology (IT)

Grade: ET4 level

Term Duration: one year

Recruitment Type: native

CAREER Location: Dar einsteinium Salaam, Tanzania

CAREER needed Language(s): West Germanic language

CAREER most popular Language(s): French language

CAREER Closing Date: 8/16/2019 

at 11:59pm UT1

About the planet Bank (WB) Group:

Established in 1944, the WBG is one among the

world’s largest sources of funding and data

for development solutions. In yr 2018, the

WBG committed $67 billion in loans, grants,

equity investments and guarantees to its

members and personal businesses, of that $24

billion was concessional finance to its poorest

members. it's ruled by 188-member

countries and delivers services out of one hundred twenty offices

with nearly fifteen,000 employees settled globally.

The WBG consists of 5 specialised institutions:

the International Bank for Reconstruction and

Development (IBRD), the International

Development Association (IDA), the International

Finance Corporation (IFC), the four-party

Investment Guarantee Agency (MIGA), and the

International Centre for the Settlement of

Investment Disputes (ICSID). the planet Bank is

organized into six client-facing Regional Vice-

Presidencies, many company functions and

thirteen international Practices to bring best-in-class

knowledge and solutions to regional and country

clients.

Information and Technology Solutions (ITS)

enables the WBG to attain its mission of ending

extreme impoverishment by 2030 and boosting shared

prosperity in a very property manner by delivering

transformative info and technologies to its

staff operating in over a hundred thirty shopper countries. ITS

services vary from: establishing the

infrastructure to succeed in and connect employees and

development stakeholders; providing the devices

and agile technology and data applications

to facilitate the science of delivery through

decentralized services; making and maintaining

tools to integrate info across the planet

Bank Group, the purchasers we have a tendency to serve and also the

countries wherever we have a tendency to operate; and delivering the

computing power employees got to analyze

development challenges and establish solutions.

The ITS business model combines dedicated

business solutions centers that give services

tailored to specific UN agency cluster business

needs and shared services that give

infrastructure, applications and platforms for the

entire cluster. ITS is one among 3 VPUs that have

been brought along because the UN agency cluster

Integrated Services (WBGIS), to supply increased

corporate core services and change the establishment

to operate in concert strategic and coordinated

entity.

The IT shopper Support perform is primarily tasked

with guaranteeing the cohesive delivery of regional IT

programs and initiatives, yet as orientating

existing support channels with business desires. In

achieving its objectives and providing for a best

possible IT client expertise, shopper Support

directs and partners with CO/HQ IT Support

teams, 24/7 IT Service Desks, coaching and

Outreach, yet as cross-functional groups

delivering merchandise and solutions.

Duties and Accountabilities:

• seasoned ET Temporary providing direct

support to employees operating within the Country workplace.

• Works directly with customers to probe and raise

effective inquiries to absolutely diagnose each the foundation

cause of a haul and also the customer's comfort

level with technology. will assess advanced, non-

routine issues in their space of specialization.

• Supports and maintains the tip user

environment. this might embrace assessing,

deploying, and

implementing hardware and software system upgrades.

• Documents, maintains and enhances work

processes and standards within the space, including

documenting procedures for troubleshooting and

incident resolution/solution.

• Participates in facilities work and merchant

management, as a part of CO body groups.

Participates in security and business continuity

activities.

• Troubleshoots, give workarounds, and

permanent fixes to problems known within the finish

user setting. Provides technical solutions to

imaging and post-install problems.

• Supports installation, maintenance, upgrades to

local networks and communications

infrastructure.

• Disseminates info on common issues

to department employees.

• Tracks trending of problems and intensify, as

appropriate.

The E T Temporary are going to be the front-line contact

for IT vis-a-vis employees within the workplace. S/he will

respond to their queries and inquiries and

provide requested info and help. S/

he can support and maintain digital computer software system

and deliver connected services. S/he provides IT

support, analysis, troubleshooting, and informal

training on Bank-standard hardware and software system.

S/he will give basic support thereon

infrastructure and networking merchandise.

Other responsibilities embrace, however might not be

limited to, the following:

• Coordinate, arrange and schedule the installation

and preparation of recent pictures, software/

hardware upgrades, and fixes.

• As a part of the Emergency Management Team,

assist in Business Continuity procedures: Verify

backup systems and implement as necessary

backup and restore procedure.

• give feedback on new software system, hardware

and services performance and testing.

• Document incident/problem standing and

resolution in following system (Service Now).

Document solutions to common issues and

respond to commonly asked queries.

• Maintain workplace inventory of IT connected

equipment and software system licenses, monitoring

institutional charges against that inventory.

• Collaborate with the opposite IT team members in

support of Regional and Institutional technical

initiatives.

• give support for network property or

related network problems for the user community to

include LAN/WAN, IP, VoIP, 3G/4G mobile

devices, video conferencing and wireless

environment.

• give direction and timely coaching to finish

users in software system associated network usage with an

emphasis on tips and policies wherever

applicable.

• Promote info security awareness and

Institutional tips and policies for

information security inside the unit.

• tack together, install, and update Bank-standard

hardware and software system, peripheral instrumentality, and

other desktop or transportable computing devices.

• Diagnose and troubleshoot hardware, software,

and network problems. ask for technical help or

escalate problems with the suitable cluster as

necessary and follow-up to confirm resolution.

• Implement software system or hardware changes to

rectify any problems.

• Document procedures and solutions to common

technical issues.

• give on-the-scene coaching to purchasers,

promoting the effective use of technology.

• Support different team members within the planning

and management of video conferences, webinars

and conferencing events victimisation Cisco Webex,

Jabber and codec solutions.

• give solutions and IT support services inside

the Institutional standards framework and in

compliance with Bank IT policies and best

practices.

• make sure that Bank info and data

systems area unit protected in a very manner consistent

with Bank info security policy, procedures

and standards.

Selection Criteria

• Minimum Education/Experience:

- academic degree or AA/AS degree in laptop

Science with a minimum of five years relevant

experience.

• most popular Education/Experience:

- Demonstrates knowledge of hardware

and software system merchandise and drawback solving/

troubleshooting skills.

• High comfort level with IT systems including:

Windows 10; workplace 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 like OneDrive, Office 365,

Microsoft groups, and SharePoint.

• Ability to figure in a very team setting and

across structure boundaries, yet on

handle multiple comes, and coordinate with

outside vendors.

• Past work expertise within the duty station country

for this ad or countries of a similar

sub-Region.

• Past work expertise with IT amendment

management, technology deployments and quality

disposal add workplace environments of a minimum of

70 clients.

• High comfort level supporting mobile devices,

including smartphones and tablets from each iOS

and mechanical man platforms.

• additionally to English, having fluency level

language skills in French is crucial given the

francophone setting of the position’s

location.

• Ability to rank employment balance conflicting

demands and disposition to figure extended hours

in support of time-critical comes.

• a robust client orientation and evidenced ability

to agitate employees sedately in a very high-pressured

environment, as well as the power to push and

facilitate cooperation inside the organization and

with purchasers.

• sensible communication and presentation skills --

both verbal and written.

• Highest moral standards.

• evidenced ability to figure in a very team setting.

• stress on follow-through and answerability.

• dependableness and promptness.

• disposition and skill to perform below periods

of high shopper service demand and associated

work stress.

• associate upbeat, positive angle and disposition to

learn and facilitate others.

• Flexibility and having the ability to adapt to new

situations.

Required Competencies:

• shopper Understanding and Advising - Makes

decisions to satisfy the wants of matters by

considering all offered resources and

information and follows through on shopper

inquiries, requests, and addressing issues.

• Learning Orientation - Stays up on changes

in areas of technical experience and specialised

knowledge yet as what's occurring in different

related specialties.

• Broad Business Thinking - Keeps abreast of on

business operations and also the relationship of

delivered support/services to the business.

Provides a business-based principle for

determining the need of progressive

improvements.

• Analytical Thinking - Gathers and links information.

• info Systems / Technologies / Product /

Services data - awake to the first uses

of technology by customers.

• Risk Management - Reduces risk by resolution day-

to-day issues as they arise and takes action to

prevent issues from continual.

• Service supplier Assessment and analysis -

Records information on specified  vendors' services and

products against outlined needs and

provides input concerning assessments.

• data of Institutional and ITS Policies,

Processes, procedures and Services - contains a basic

understanding of the WBG organization,

institutional and ITS policies, processes, services

and procedures.

• Lead and introduce - Initiates changes to figure

processes to boost potency and performance.

• Deliver Results for purchasers - Takes full possession

to address shopper desires.

• Collaborate inside groups and Across

Boundaries - Contributes to wider cooperative

efforts.

• Create, Apply and Share data - Actively

promotes knowledge-sharing.

Make good selections - Analyzes information to support

and change decision-making.

Note: the chosen candidate are going to be offered a

one-year appointment, renewable for a further

one year, at the discretion of the planet Bank

Group, and subject to a lifespan most ET

Appointment of 2 years. If associate ET appointment

ends before a full year, it's thought-about as a full

year toward the lifespan most. Former and

current ET employees UN agency have completed all or any

portion of their sophomore ET appointment area unit

not eligible for future ET appointments.

The World Bank cluster values diversity and

encourages all qualified candidates UN agency area unit

nationals of UN agency cluster member countries to

apply, in spite of gender, identity, religion,

race, ethnicity, sexual orientation, or incapacity. Sub-

Saharan African nationals, Caribbean nationals, and

female candidates area unit powerfully inspired to use.

Its simple to use therefore Apply nowadays

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