Senior IT Assistant

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 120 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. Visit www.worldbank.org. Background & General Description: Information and Technology Solutions (ITS) enables the WBG to achieve its mission in a balanced manner by delivering transformative information and technologies to its staff worldwide. In achieving its objectives and providing for the best possible IT customer experience, the Client Services Unit within ITS directs and partners with other ITS Teams, 24/7 IT Service Desks, Training and Outreach, as well as multi-functional teams. This position is based in Ho Chi Minh City, Vietnam and works with the Regional IT Lead for East Asia and Pacific, based in Hong Kong. Duties & Responsibilities

Serve as the main point of contact. Maintain complete end user IT environment; this includes assessing, deploying, and implementing hardware and software upgrades, 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.
Provide IT training for staff, particularly for newly hired staff. Train users in remote access systems.
Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.
Ensure Service Level Agreements are maintained with local maintenance providers.
Administer WBG information security standards, including requesting IT accounts, SecurIDs, remote access and passwords.
Maintain an accurate inventory of all CO IT related equipment and software. Act as the Software Asset Custodian (SAC) and ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.

Selection Criteria

Bachelor's degree in Computer Systems/Sciences/IT with a minimum of 3-5 years relevant experience with donor-funded, International Organization/Institution or reputable telecom/IT sector required.
Industry Certifications Including Microsoft Certified Engineer/Administrator, Cisco Certified Networking Associate/Professional, ITIL/PMP preferred.

Core Technical Knowledge and Skills:

Strong client service skills and the ability to work under stress with accuracy and integrity.
Good knowledge of Microsoft Technologies (Windows 10, O365, Outlook, OneDrive, Azure AD).
Extensive knowledge in general hardware - network printing, scanners, Multi-function devices, basic understanding of electrical systems (UPS, generators, etc.).
Understanding of IP Networking, DNS, VPNs, IP Telephony, Videoconferencing, Wi-Fi and other WAN/LAN products, ITSM Process and Tools.
Proficient in using remote access technologies and able to perform remote troubleshooting.

The World Bank Group is committed to achieving diversity. Male and female technology advocates are encouraged to apply. Poverty has no borders, neither does excellence. We succeed because of our differences and we continuously search for qualified individuals with diverse backgrounds from around the globe.

Tags: World Bank