Client Technologies Assistant at African Development Bank - AfDB

Reference: ADB/17/218
Location: Côte d’Ivoire
Grade: GS7
Position N°: 50000561

The Complex

• The Vice-Presidency, Human Resources and Corporate Services Complex ensures the delivery of efficient, people-centered, client-oriented, corporate services to ensure overall institutional effectiveness in all aspects of the Bank’s corporate services.
• The Complex leads efforts to ensure the competitiveness of the Bank as the employer of choice and is responsible for providing leadership in the formulation and implementation of Bank’s strategies on people, IT, general services and institutional procurements, language services, business continuity, and health and safety strategies.

The Hiring Department / Division

• The Corporate Information Technology Services Department’s mission at the Bank is to align the IT delivery strategy along with the Bank’s business strategy to increase the organizational effectiveness through efficient use of the Information Systems.
• Under the leadership of the African Development Bank’s Information Systems Director, the Information Technology Systems Department is mandated by the Bank to deliver best possible IT services for Bank Staff, and help achieve the results that gets the Bank closer to accomplishing its poverty reduction goals in Africa.

The Position

• The overall objective of this job is to provide 1st level IT support services to all requests and incidents which require onsite intervention related to desktop applications, office applications, client devices and general client computing Environment and act as a focal point for feedback on issues related to client computing environment with other department’s divisions to ensure efficiency and effectiveness of working IT tools of business clients

Duties and Responsibilities
Under the supervision and guidance of the Principal Client Technology Officer, the Client Technologies Assistant will:

• Resolve all incidents and service requests escalated by the executives and from the call Center to focusing primarily on IT support hardware related incidents, but help with software related incidents where needed
• Provide onsite hardware and software services to the executives by prioritizing, categorizing, investigating and diagnosing, resolving and closing all incidents and service requests related to client computing environment at the 1st level such as desktop applications, client devices (laptops, printers, scanners, iPads; etc.) and other standard software applications in accordance with agreed criteria and the needs of the organization at head office.
• Take responsibility for all escalated incidents and service requests when remote utilities and telephonic support options are insufficient to resolve the incidents and service requests from clients
• Communicate with clients regarding client computing environment incidents and service requests, and notify them of impending changes or agreed unavailability of services
• Contribute to the establishment of appropriate knowledge base content for both technical support staff and end users of the Bank, specifically with a focus on producing content that will assist First Level Support in achieving a higher rate of incident resolution.
• Conduct user satisfaction by call back and inform them about the progress of their logged incidents and service requests
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures and that any applicable configuration management procedures are adhered to.
• Record the resolutions of incidents appropriately to a knowledge database of client computing environment known errors
• Participate on user acceptance tests and early support services for released Client computing environment (new or upgraded)
• Provide coaching and guidance to clients on best use of client computing environment and recommend further trainings to clients
• Self-awareness of continues learnings and improvements of the latest IT Client Services and devices
• Ensure the incident management processes, service request fulfilment processes and problem management processes are followed during the provision of support services on client computing environment
• As focal point for client computing environment, liaise with business clients and departments and ensure all services are rendered to be the business as per service level agreement.

Selection Criteria
Including desirable skills, knowledge and experience:

• Hold at least a Bachelor Degree in Computer Information Systems, Management Information Systems, Computer Science, Computer Engineering, or a closely related field.
• Professional Certifications in IT such as ITIL Foundation(v3); Certification on Microsoft Windows install, configure and troubleshooting (Microsoft Certified Professional) would be an advantage
• Have a minimum of five (5) of progressive relevant experience in IT Support in a major institution
• Working experience in a similar financial multilateral institution would be an advantage
• Experience in support & troubleshooting Windows, Mac OS platforms including mobile devices running apple IOS and Android devices.
• Experience in Helpdesk or Client facing technology position(s).
• Full end to end understanding of ITSM processes, development, quality and production environments in customer support related competencies such as ITSM tool.
• Ability to work without daily guidance.
• Working knowledge in Microsoft Windows 8.1, Apple Macintosh, Apple and Android Operating experience and troubleshooting.
• Ability to communicate effectively (written and oral) in English or French, preferably with a working knowledge of the other.
• Competence in the use of standard Microsoft Office Suite applications; knowledge of SAP is an added advantage.