Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges.
ITS Vice Presidency Context:
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 Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the 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 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 Client Services 1 (ITSR1) is primarily tasked with ensuring 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 Country Office (CO)/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
The Senior IT Assistant in Seoul, Korea will primarily be responsible for providing IT support services in WBG’s Office in Seoul, Korea. S/he will be responsible for Installation and Maintenance of IT Hardware, Software, communications and telephony devices for the office staff and visitors. The selected individual is expected to assist with projects initiated from HQ and the region, by providing local perspective and input to be incorporated in designing and testing solutions for Korea Office. The Senior IT Assistant will provide IT support to WBG Staff and Visiting Staff/ Consultants at Korea Office on use and maintenance of entire range of information technologies in use at the Bank which include but, are not limited to PCs, Video/Audio conferencing, remote access, LAN/ WANs, as per Bank defined SLAs and Processes.
This position will report to the Regional IT Lead for East Asia Pacific North.
Duties & Responsibilities
Serve as the first point of contact on all matters related to hardware, software and communications support for the Country Office (CO). Support and 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.
Install and maintain video-conference, 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 and updates to existing/ new Staff regularly.
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, and inform other IT colleagues in the office, Region/ HQ as appropriate.
Administer WBG information security standards, including requesting IT accounts, SecureIDs, 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.
Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.
Maintain a proper inventory of all CO IT related equipment and software. Ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.
Ensure Service Level Goals are met by local service Providers.
Selection Criteria
Bachelor's degree in IT/ Science/ Computer Engineering with a minimum of 3 years relevant experience or Associates Degree in IT/ Science/ Computer Engineering with a minimum of 5 years relevant experience.
Industry certifications like ITIL, Microsoft, A+, etc. preferred.
Minimum of 3 years of relevant experience with International Organizations/Institutions or reputable telecom/IT sector in a similar Role.
Good Knowledge of IT Technologies (Troubleshooting, Windows Platform, Exchange, Microsoft Office, Printers, Scanners, Servers and alike).
Experience of serving Clients in a multi-cultural environment Preferred.
Core Technical Knowledge and Skills
Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Printers, Smartphones etc.
Strong client service skills and the ability to work under pressure with professionalism.
Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
Proficiency in MS Outlook and Office 365 products.
Strong knowledge/ experience of ITIL best practices for helpdesk/ IT Service Mgmt.
Knowledge of Network communication technologies and other WAN/LAN products.
Familiarity with IP Telephony and troubleshooting.
Good knowledge and experience of installing & Supporting Videoconference Rooms.
Comfortable using remote access technologies and remote troubleshooting.
Proven ability to work alone and in a team environment.
Language and Communication Skills
Excellent written and spoken communication skills in English and Korean.
Ability to listen and then clearly describe the problem and proposed solution.
