Analyst Client Services - Chennai - The World Bank
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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 by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.
The IT Regional Client Services (ITSCR) is primarily tasked with ensuring the 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 CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
The ITSCR team in Chennai is responsible for providing high quality of technology service in support of the institution’s development mission. The team is also responsible for implementing projects with technical components such as hardware, software, communications, and telephony for local offices, supervise the Offshore Development Center IT Support and provide technical intelligence for the local office IT teams. The team will be tasked with researching regional and national technology opportunities to promote best practices while enhancing client’s ability to work successfully within the office/region. The team is expected to assist with projects initiated from HQ, by providing regional perspective and input to be incorporated in designing and testing solutions. The team will also manage the IT portion of other regional initiatives, such as office moves, new office openings, or office closings. The team will also ensure that their respective offices meet agreed technical standards, and they will cover for local technologists during absences.
This position is based in Chennai and reports to the Regional IT Lead for South Asia Region.
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 3 year term appointment.
Duties and Accountabilities:
• Handles and resolves Tier III Calls that are not resolved by Service Desk or Tier 1, Tier 2 Desktop Support staff. Log/ updates call data into the tracking system. • Works with vendor technical support to resolve client problems. • Configures and installs PCs, peripheral equipment, and other personal computing devices as per Bank prescribed procedures • Coordinates plans and schedules the installation and deployment of new images, software/hardware upgrades and fixes. • Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues. • Identifies recurring issues impacting service(s) and alerts team members. • Documents incident/problem status and resolution in tracking log. Documents solutions to common problems and responses to frequently asked questions. • Implements contingency plans including reliable backup and restore procedures. • Conducts knowledge sharing sessions to train the team on new technologies • In consultation with ITS network engineers, monitors status and performance of operating systems, applications, servers and LANs/WANs using testing tools. Escalates when appropriate. • Manages user access to LANs, WANs, servers, files and databases. Administers Active Directory related functions such the setup of new profiles, creates and updates access permissions and system policies and maintains user accounts. • In coordination with ITS network team, provides support for network connectivity or related network issues for the user community to include LAN/WAN, telephone, satellite, video conferencing • Monitors local leased circuits and the point to point international leased circuit/ISP link with DC. Troubleshoots and diagnoses common network problems, coordinating the resolution with the circuit provider and Bank NOC. • Assists Bank’s IT Analyst in maintaining Server Room IT Infrastructure in Bank Offices and Residences of Senior Bank Staff • Provides Regular Technical Training and monitors performance of Contractors in Service Desk and Desktop Support Role.
Education and Experience: • Bachelor’s Degree with a minimum of 7 years relevant experience • Excellent communication skills – both oral and writing • At least two technical professional certification required like CCNA, MCSE • Processes and understanding of PMP would be preferred. • Mandatory certification of ITIL Foundation • Proven Track record of implementing ITIL practices in IT Service Management would be preferred • Experience in managing Client Relations in a multi-cultural environment Core Technical Knowledge and Skills: • Good Knowledge of IT Technologies (Windows Platform, Microsoft Office, Printers, Scanners, Servers etc • Extensive knowledge in network, VPN, Telephony, Software Asset, ITSM Tools • Strong client service 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. • Proficiency in the recent Microsoft Windows applications. • In-depth knowledge of MS Outlook and Office 365 products • Knowledge of communication technologies, including IP Telephony, video-conference and other WAN/LAN products. • Familiarity with IP Telephony and troubleshooting. • Good knowledge and experience of setting up and supporting Videoconference Facilities • Proficient in using remote access technologies and remote troubleshooting. • Basic understanding of electrical systems (UPS, generators, etc). Behavioral Competencies • Client Orientation - Maintains client relationships in the face of conflicting demands or directions and provides evidence-based advice and solutions based on sound diagnosis and knowledge. • Drive for Results - Identifies the needed resources to accomplish results involving multiple stakeholders and finds solutions to obstacles affecting key deliverables. • Teamwork and Inclusion - Shows leadership in ensuring the team stays organized and focused, and actively seeks and considers diverse ideas and approaches. • Knowledge, Learning and Communication - Leads in the sharing of best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear and compelling way across audiences of varied levels. • Business Judgment and Analytical Decision Making - Serves as a trusted advisor to others on their decisions, ensuring alignment across units and optimal impact on the organization as a whole. The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply. All applications will be treated in the strictest confidence.