Senior IT Assistant, Client Services

Senior IT Assistant, Client Services

Job #:

req34494

Organization:

World Bank

Sector:

Information & Communication Technology

Grade:

GD

Term Duration: 3 years 0 months

Recruitment Type:

Local Recruitment

Location:

Nairobi,Kenya

Required Language(s):

English

Preferred Language(s):

Closing Date:

10/17/2025 (MM/DD/YYYY) at 11:59pm UTC

Description

WBG: Innovation and partnership bond the five institutions of the World Bank Group (WBG): The International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.
Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.
Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.
ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing World Bank Group units with innovative digital tools and technologies to transform how they deliver value for their end-users; empowerment & effectiveness, by ensuring that all World Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the World Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.
Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the World Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.
ITSR1: The IT Regional Tech Solutions 1 (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives in South Asia, East Asia, and Africa, as well as aligning existing support channels with business needs. In achieving its objectives and providing the best possible IT customer experience, Technology Solutions Team directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
The Senior IT Assistant will provide ongoing support for all Nairobi, Kenya World Bank Group Office staff as well as visiting staff and missions from HQ or other Country Offices. S/he will manage 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.
This position is based in Nairobi, Kenya, and reports to the Regional IT Lead and Team Coach for Africa East.
Roles & Responsibilities:

• Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology.
• Assesses more complex, non-routine problems in his/ her area of specialization including those escalated by others.
• Serves as first/ second point of contact called upon to resolve customer problems. Identifies and engages the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.
• Conducts complete diagnostics of most business technology problems, including those involving multiple systems, WBG staff, platforms, and technologies.
• Analyzes information related to business partnership, identifying, and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management.
• Supports and maintains the end-user environment. This includes configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.
• Participates in facilities work and vendor management, as part of CO administrative teams. Participate in security and business continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.
• Disseminates information on common problems and issues to WBG staff.
• Tracks trending of issues and proactively escalates to Supervisor/ Service Providers
• Technical Knowledge Applies under limited guidance/ direction.
• Takes decisions for most routine cases with update to Team Coach.
• Recommend topics and provide necessary IT training sessions to WBG staff; offer agile solutions to meet WBG staff's evolving needs; help to increase awareness of WBG staff about available ITS tools and products.
• Evaluate and pilot test new products and services, both hardware and software.
• Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG staff, monitor technology trends and developments.
• Administer WBG information security standards; adhere to Institutional and 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.
• Demonstrate strong customer service skills and client orientation.
• Demonstrate ability in working in Agile teams using Scrum/Scale agile framework and updates the product backlog in Azure Dev Ops & Service Now
• Demonstrate ability to configure teams, boards, analytics and queries in Azure DevOps
• Demonstrate ability to create dashboards in Power BI and design workflow using PowerApps/PowerAutomate
• Support Technology Adoption of IT technologies including trainings and desk side coaching.

Selection Criteria

• Bachelor's degree with no experience required or equivalent combination of education and relevant experience.
Preferred certifications: ITIL Foundation, Scrum, Azure DevOps, Power Bi/Power App/Power Automate

• Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD, Servers, Smartphones etc.

• Strong user support skills and the ability to work under pressure with accuracy and professionalism.

• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.

• Strong knowledge of IT Service Management and experience of ITIL best practices

• Strong knowledge of Agile, Scrum, Azure DevOps, Power BI.

• Proficiency in the recent Microsoft Windows applications.

• In-depth knowledge of M365 applications including Co-Pilot/ AI.

• Knowledge of Network communication technologies and other WAN/LAN products.

• Familiarity with IP Telephony and troubleshooting.

• Good knowledge and experience of setting up and supporting Videoconference Facilities.

• Comfortable using remote access technologies and remote troubleshooting.

• Excellent communications skills: the ability to listen and then clearly describe the problem and proposed solution.

• Excellent written and spoken communication skills in English

• General knowledge of the mission and business requirements of the World Bank Group.

• Proven ability to work alone and in a team environment.
Note : Only applicants who are nationals of the duty station or legal residents with authorization to work in the duty station will be considered

WBG Culture Attributes:

1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.

---