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Data: 21/01/2014
La Banca Mondiale ricerca: Client Technologies Associates.
Job#:140109
Job Title: Client Technologies Associates
Job Family: Information Management and Technology
Job Type: Professional & Technical
Grade: GD
Location: Pretoria, South Africa
Recruitment Type: Local Hire
Language Requirement: English - Essential
Closing Date:03-Feb-2014
Background / General description:
AFRIT is a client services unit providing IT business services to the Africa Region of the World Bank. The unit is composed of staff in Washington, DC and decentralized to 40 country offices across Africa. This is a local position based in the Country Office and has matrix reporting for supervision to a Team Leader based in Africa, a Senior IT Officer in Washington and a Country Director within the Country Office.
Following standard IT helpdesk procedures, this position will provide general IT client service at the Tier I and Tier II levels, as well as provide training to staff. The position will provide technical services covering all aspects of information technology for World Bank Group staff. In addition, this position will provide office level leadership for program services related to Information Management and Information Security. Successful candidates will demonstrate excellent communication skills within the context of a decentralized team, have a proven record of outstanding organizational skills, teamwork and knowledge sharing. Past performance will be considered during reference checks.
The appointment to the position will be for up to two (2) years, with the possibility of extension, depending on program requirements. Internal applicants currently on Open/Regular appointment will retain their employment status if selected. In case highly qualified candidates are not identified, the World Bank reserves the right to hire a selected candidate as an Extended Term Temporary (ETT).
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment. Note: A potential candidate has been identified and intends to apply for this position. However, this remains a competitive process and interested candidates are encouraged to apply.
Duties and Accountabilities:
The Client Technologies Associate works with World Bank standard IT technologies and infrastructure. The selected candidate will be the front-line contact for the IT team vis-à-vis staff and visiting missions within the country office. He or she will frequently interact with clients, to provide services, answer questions and provide training in the use of IT products. He or she will service and maintain PC hardware\software and deliver related services. The selected candidate will work on one or more technical projects concurrently as member of a team. The Client Technologies Associate performs a variety of general technical tasks for the IT program which may include analysis, troubleshooting, and informal training on Bank-standard hardware and software use in response to client requests.
Other responsibilities may include:
• Provide technical support to clients for institutional standard software and systems, e.g. Email, Microsoft Office, Windows 7, local network access and remote access.
• Document incident/problem status and resolution in Remedy helpdesk tracking system; document solutions to common problems and respond to frequently asked questions; escalate issues with the appropriate group as necessary and follow-up to ensure resolution.
• Provide support for network connectivity or related network issues for the client community to include LAN/WAN, IP, telephone, 3G/4G mobile devices, video conferencing, wireless environment and printers.
• Coordinate, plan and schedule the installation and deployment of new images, software/hardware upgrades, and fixes.
• Provide feedback and test results on new software, hardware and service performance.
• Maintain office IT inventory including software licenses and monitor institutional charges against that inventory.
• As part of the Emergency Management Team, assist in Business Continuity procedures; verify backup systems and implement as necessary backup and restore procedures.
• Collaborate regularly with members of the Regional and Institutional IT teams in support of standard World Bank Group IT initiatives.
• Ensure that Bank Group information and systems are protected in a manner consistent with the Institution’s information security policy, procedures and standards.
Selection Criteria:
• Bachelor's degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience. Sample degrees include: Computer Science, Library Science, Information Management or Information Systems.
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