Position Title: User Support Assistant
Grade: GS-7
Position No: 7554
Reference:ADB/10/023
Publication date:10/03/2010
Closing date:02/04/2010
Objectives
The timely and effective electronic response to IT user queries and problems through the receipt and logging of problems reported by
users and the co-ordination of rapid and appropriate responses, including: - channeling requests for help to appropriate functions for resolution, - monitoring progress, and - keeping users appraised of progress.Grade: GS-7
Position No: 7554
Reference:ADB/10/023
Publication date:10/03/2010
Closing date:02/04/2010
Objectives
The timely and effective electronic response to IT user queries and problems through the receipt and logging of problems reported by
The maintenance of an inventory of equipment supported by the Service Desk together with logs of user details, problems and resolutions, for administration and planning purposes.
Duties and responsibilities
- Evaluate effectiveness of existing policies, strategies and standards and makes recommends or changes
- Prepare catalogues of existing IS/ICT service desk services.
- Maintain an awareness of current and emerging information and communications technologies and, working with Technical Architecture, identifies possible opportunities for the business.
- Evaluate technologies, as directed, to establish their relevance and feasibility for inclusion in the strategy.
- Assist project management to prepare outline and detailed technical plans.
- Ensure that relevant technology strategies, policies, standards and practices are applied correctly.
- Advise on appropriate quality criteria, and the conduct of quality reviews of technical products.
- Contribute to formal post-implementation reviews and evaluations.
- Schedule the work of technical support staff to provide relevant coverage of phones, while ensuring an appropriate balance of tasks is attained to enable long-term effectiveness and to limit stress.
- Ensure that documentation of the supported systems and software is available and in an appropriate form for those receiving calls.
- Ensure log entries of user contacts provide a body of knowledge for the resolution of subsequent faults and problems.
- Ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
- Ensure adherence to escalation procedures.
- Respond to escalated, complex and high impact user calls in a timely fashion.
- Undertake site visits to resolve persistent or high impact problems.
- Following organizational standards and procedures maintain and report up to date and accurate inventory information on the organization's ICT assets.
- Negotiate with users regarding service levels.
- Assist in the setting of training targets and individual objectives.
- Identify and reports on persistent and/or high impact problems.
- Ensure team members have appropriate rest periods. Sets training targets and defines individual objectives.
This Position does not Attract International Terms and Conditions
Selection Criteria
Including desirable skills, knowledge and experience
Selection Criteria
Including desirable skills, knowledge and experience
- Qualifications: At least a Bachelor degree or equivalent in the field of IT.
- Professional Experience: A minimum of 5 years’ relevant experience in a major institution.
- IT skills: Conversant with software such as Word, Excel and Power Point, internal databases and other major IT applications, SRAS, DARMS; familiarity with SAP would be useful; familiarity with project management software would be a clear advantage.
- Communication: strong command of English or French with a working knowledge of the other language;
- Professionalism: good understanding of the functioning, organization and procedures of the Bank; initiative; sound research and problem-solving skills;
- Planning and organization: excellent organizational skills; able to set out priorities for his/her work program; carry out tasks in a timely and efficient manner;
- Team work: Very good interpersonal skills; able to build working relations in a multicultural environment;
- Learning: Welcomes opportunities for continuing education; proactive and responsible attitude to self improvement.
Only applicants who fully meet the Bank's requirements and are being considered for interview will be contacted.
Applicants will only be considered if they submit (preferably electronically, to: recruit @ afdb.org, a fully completed Personal History Form (PHF), available from the Bank’s web site, and attach a comprehensive Curriculum Vitae (CV) indicating date of birth and nationality.
The President, ADB, reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply.
Applicants will only be considered if they submit (preferably electronically, to: recruit @ afdb.org, a fully completed Personal History Form (PHF), available from the Bank’s web site, and attach a comprehensive Curriculum Vitae (CV) indicating date of birth and nationality.
The President, ADB, reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply.
