Senior IT Assistant

**Job #**:

- req30213**Organization**:

- World Bank**Sector**:

- Information Technology**Grade**:

- GD**Term Duration**:

- 3 years 0 months**Recruitment Type**:

- Local Recruitment**Location**:

- Cairo,Egypt**Required Language(s)**:

- English**Preferred Language(s)**:

- Arabic**Closing Date**:

- 11/20/2024 (MM/DD/YYYY) at 11:59pm UTC**Description**

**ITS Vice Presidency Context**:
**Unit Context**

The IT Regional Client Services 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.

The WBG IT (ITSR2) team in the Middle East and North Africa (MENA) region is responsible for providing high quality of Technology support services to the WBG offices in MENA and Turkiye. The team is also responsible for implementing Projects with Technical components such as hardware, software, communications, and telephony for local offices, residences of Senior Staff, and during high profile visits / workshops. The team is expected to assist with projects initiated from Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.

The ITS MENA region team is led by the Regional IT Lead. This position is based in Cairo country office and reports to the Regional IT Lead.

The Senior IT Assistant will provide ongoing support for all WBG Cairo office staff as well as visiting staff and missions. S/he will support 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.

**Duties & Responsibilities**
- Serve as the primary point of contact on all matters related to hardware, software and communications support for the CO. Support and maintain complete end user IT environment; this includes assessing, deploying, and implementing hardware and software upgrades, IP telephony, and video conferencing systems.
- Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems in the Country Office.
- Setup, configure, and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences; when necessary, support installation, maintenance and upgrades of local networks and communications infrastructure as part of the office infrastructure projects.
- Provide IT training for staff, particularly for newly hired staff. Train users in remote access systems.
- Document, maintain and enhance work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
- Participate in Service Continuity, Security and Business Continuity activities. Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment.
- Disseminate relevant IT information to Country Office and visiting staff.
- Collect feedback on IT services from clients, through surveys and other tools, and inform other IT colleagues in the office, Region and if necessary, inform other relevant ITS teams.
- Track trending of issues and escalate, as appropriate.
- Work closely with other ITS colleagues, both within the region and in ITS.
- Assist in establishing the IT budget for the CO. Assist in the decision making/planning process of IT needs at the beginning/end of each fiscal year.
- Advise on standard IT equipment orders for CO.
- Assist staff in procurement of smartphones and other mobile devices.
- Under the direction of Team Lead, evaluate and pilot test new products and services, both hardware and software.
- Administer WBG information security standards, including requesting IT accounts, SecurID, remote access and passwords. Adhere to Institutional policies and advise on 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.
- Attend training whenever required and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG IT standards.
- Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.
- Maint