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, including desktop support, conferencing support, remote access and network support, IT standards implementation, knowledge sharing, asset inventory, vendor relations, contracts/Service Level Agreements (SLA), and local office training.

This position is based in Nairobi, Kenya, and reports to the Regional IT Lead and Team Coach for Africa East.

• 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 including configuring new hardware, addressing virus alerts, installing, and troubleshooting software including patches, performing tests, and monitoring the environment.
• 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.
• Recommends topics and provides necessary IT training sessions to WBG staff.
• Evaluates and pilot tests new products and services, both hardware and software.
• Administers WBG information security standards; enforces WBG technology standards.
• Demonstrates strong customer service, client orientation, and teamwork skills.
• Supports technology adoption and provides desk-side coaching.
• Works with Agile teams using Scrum/Scale agile framework and updates product backlog in Azure Dev Ops & Service Now.
• Configures teams, boards, analytics and queries in Azure DevOps; creates dashboards in Power BI and designs workflow using PowerApps/PowerAutomate.

Selection Criteria

• Education: 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.

Technical Knowledge:

• Windows Platform, Microsoft Office, MFD, Servers, Smartphones.
• Microsoft Active Directory, DNS service, networking methods/technologies.
• IT Service Management, ITIL best practices.
• Agile, Scrum, Azure DevOps, Power BI.
• M365 applications including Co-Pilot/AI.
• WAN/LAN communication technologies, IP Telephony troubleshooting.
• Videoconference facilities setup and support.
• Remote access and remote troubleshooting.

Skills:

• Strong user support and problem-solving skills.
• Excellent communication, both spoken and written (English).
• Ability to work under pressure with professionalism.
• Knowledge of the World Bank Group’s mission and business requirements.
• Ability to work independently and in teams.