Senior IT Assistant, Client Services

Job Posting Organization:
The World Bank Group is a global partnership of five institutions dedicated to ending extreme poverty and promoting shared prosperity. Established in 1944, it has grown to include 189 member countries and operates in over 130 offices worldwide. The organization focuses on providing funding and knowledge to developing countries, working with both public and private sector partners to invest in innovative projects that address the most pressing global challenges. The World Bank Group aims to leverage data, research, and technology to create sustainable solutions for development.

Job Overview:
The Senior IT Assistant position at the World Bank Group in Almaty, Kazakhstan, is a critical role that involves providing comprehensive IT support and services to the organization's staff and visiting mission members. The selected candidate will be responsible for managing a wide range of IT functions, including desktop support, conferencing support, remote access, and mobile device management. This role requires a strong customer service orientation and the ability to troubleshoot and resolve both technical and non-technical issues. The incumbent will work closely with various service teams within the Information and Technology Solutions (ITS) Vice Presidential Unit to ensure that all IT services are delivered effectively and efficiently. The position demands on-site presence at the Almaty office five days a week, emphasizing the importance of direct interaction with staff and stakeholders.

Duties and Responsibilities:
The Senior IT Assistant will have a diverse set of responsibilities, including: serving as the primary point of contact for all hardware, software, and communications support; maintaining the end-user IT environment; assessing and implementing hardware and software upgrades; responding to Tier I support requests through various channels; participating in business continuity and security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">information security activities; troubleshooting escalated problems; documenting incident statuses and resolutions; assisting in the procurement of IT equipment; collecting feedback on IT services; maintaining inventory of IT equipment; providing training and support to staff; and ensuring compliance with the Bank's information security policies. The role also involves configuring and maintaining video-conferencing and audio-visual equipment, supporting high-level meetings, and collaborating with other IT support teams.

Required Qualifications:
Candidates must possess a Bachelor’s degree in computer science, engineering, information systems management, or a related field, along with a minimum of one year of relevant experience. Industry certifications such as ITIL, Microsoft, or A+ are preferred. The role requires a strong understanding of information systems technology, including common computer applications, operating systems, hardware, networks, and messaging systems. Candidates should demonstrate excellent customer service skills, the ability to diagnose complex problems, and a proactive approach to IT support.

Educational Background:
A Bachelor’s degree in a relevant field such as computer science, engineering, or information systems management is required for this position. This educational background provides the foundational knowledge necessary for understanding complex IT systems and technologies used within the World Bank Group.

Experience:
The position requires at least one year of professional experience in IT support or a related field. Candidates should have hands-on experience in resolving common IT issues, particularly with computer hardware, Microsoft Office 365, mobile devices, and network communications. Experience in a client-facing role is highly valued, as the incumbent will interact with various stakeholders to address their IT needs.

Languages:
Proficiency in English is mandatory, with excellent verbal and written communication skills required. Additionally, candidates must possess strong communication skills in Kazakh or Russian, as these languages are essential for effective interaction with local staff and stakeholders.

Additional Notes:
This is a temporary position with a contract duration of one year, renewable at the discretion of the World Bank Group. The role is classified as ET4, indicating a mid-level position within the organization. The selected candidate will be subject to a lifetime maximum ET appointment of three years. The World Bank Group is committed to diversity and inclusion, and encourages applications from individuals of all backgrounds.