JobId – 102538
Job Title – Client Technologies Analyst
Job Family – Information Management and Technology
Location – New Delhi, India
Job Posted – 18-Jan-2011
Closing Date – 08-Feb-2011
Job Title – Client Technologies Analyst
Job Family – Information Management and Technology
Location – New Delhi, India
Job Posted – 18-Jan-2011
Closing Date – 08-Feb-2011
Duties and Accountability:
• Ensures that all IT Support requests received via multiple sources such as phone, email and walk-ins are logged/ tracked in Call tracking system and responded in a effective and timely manner with clearly defined SLAs
• Provides maintenance and support for basic Computer Workstations, Peripherals, Networks and physical moves. Coordinates and monitors work of Contractors providing Help Desk and Desktop Support.
• Identifies, initiates, supports and documents procedures and guidelines to improve work processes and methods relating to IT support services and effective team functioning.
• Coordinates problem resolution among team members. Troubleshoots escalated problems by analyzing root causes and evaluating multiple options. Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.
• Develops checklists and scripts for resolving and preventing routine problems.
• Escalates and follows up Tier 3 issues with respective local vendors, ISG and the Regional experts.
• Assists Senior IT Team leader in monitoring performance of Vendors and provides input to cost/time estimates.
• Configures and installs PCs, peripheral equipment, and other personal computing devices. Coordinates plans and schedules the installation and deployment of new images, software/hardware upgrades and fixes. Ensures deployment meets client’s expectations.
• Ensures that systems and applications are protected in a manner consistent with Bank information security policy, procedures and standards.
• Provides basic technical support to software applications that are part of the World Bank’s Enterprise Desktop.
• Manages equipment inventory and monitors its use, which includes keeping complete and accurate inventory records, ensuring proper charges for maintenance, local area network, IT support, etc.
• Provides feedback on new software performance and testing
• Ensures that all IT Support requests received via multiple sources such as phone, email and walk-ins are logged/ tracked in Call tracking system and responded in a effective and timely manner with clearly defined SLAs
• Provides maintenance and support for basic Computer Workstations, Peripherals, Networks and physical moves. Coordinates and monitors work of Contractors providing Help Desk and Desktop Support.
• Identifies, initiates, supports and documents procedures and guidelines to improve work processes and methods relating to IT support services and effective team functioning.
• Coordinates problem resolution among team members. Troubleshoots escalated problems by analyzing root causes and evaluating multiple options. Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.
• Develops checklists and scripts for resolving and preventing routine problems.
• Escalates and follows up Tier 3 issues with respective local vendors, ISG and the Regional experts.
• Assists Senior IT Team leader in monitoring performance of Vendors and provides input to cost/time estimates.
• Configures and installs PCs, peripheral equipment, and other personal computing devices. Coordinates plans and schedules the installation and deployment of new images, software/hardware upgrades and fixes. Ensures deployment meets client’s expectations.
• Ensures that systems and applications are protected in a manner consistent with Bank information security policy, procedures and standards.
• Provides basic technical support to software applications that are part of the World Bank’s Enterprise Desktop.
• Manages equipment inventory and monitors its use, which includes keeping complete and accurate inventory records, ensuring proper charges for maintenance, local area network, IT support, etc.
• Provides feedback on new software performance and testing
Essential Job Competencies:
Non Technical:
• Expresses thoughts and ideas effectively in oral and written communications.
• Works with technical material and translates material into layperson’s terms.
• Ability to apply problem solving strategies to evaluate and solve problems effectively.
• Copes effectively and is productive under work stress; Balance work in multiple priority situations.
• Ability to work cooperatively and collaboratively in a team environment.
• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues within and outside the Bank.
• Proficient knowledge and understanding of effective practices for dealing with clients in a variety of situations.
• Ability to oversee and monitor work of IT Contractors/ Vendors.
Non Technical:
• Expresses thoughts and ideas effectively in oral and written communications.
• Works with technical material and translates material into layperson’s terms.
• Ability to apply problem solving strategies to evaluate and solve problems effectively.
• Copes effectively and is productive under work stress; Balance work in multiple priority situations.
• Ability to work cooperatively and collaboratively in a team environment.
• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues within and outside the Bank.
• Proficient knowledge and understanding of effective practices for dealing with clients in a variety of situations.
• Ability to oversee and monitor work of IT Contractors/ Vendors.
Technical:
• Proficient ability to determine and evaluate possible solutions to common IT hardware and software problems faced by end-users.
• Proficient understanding of the processes involved with installing and maintaining World Bank standard hardware and software.
• Proficient at servicing and supporting diverse electronic office equipment.
• Familiarity with industry standards, controls and best practices on IT services management and information security.
• Basic ability to gather, evaluate, organize, and maintain Information/ documentation in a systematic fashion in compliance with the Bank’s Information Security Policy.
• Thorough understanding of standard Microsoft Desktop Applications, Lotus Notes, etc.
• Excellent knowledge of IT network infrastructure and other communication tools including LANs, WANs and remote access tools.
• Proficient ability to determine and evaluate possible solutions to common IT hardware and software problems faced by end-users.
• Proficient understanding of the processes involved with installing and maintaining World Bank standard hardware and software.
• Proficient at servicing and supporting diverse electronic office equipment.
• Familiarity with industry standards, controls and best practices on IT services management and information security.
• Basic ability to gather, evaluate, organize, and maintain Information/ documentation in a systematic fashion in compliance with the Bank’s Information Security Policy.
• Thorough understanding of standard Microsoft Desktop Applications, Lotus Notes, etc.
• Excellent knowledge of IT network infrastructure and other communication tools including LANs, WANs and remote access tools.
Selection Criteria
Minimum Education/Experience at recruitment/selection.
• Excellent oral and writing skills in English.
• Minimum Education: Diploma/ Degree in Computer Engineering or equivalent.
• Industry Certifications like MCSE, CLP, ITIL Service Management etc.
• Minimum Years of Relevant Experience: 4-6 years preferred.
Minimum Education/Experience at recruitment/selection.
• Excellent oral and writing skills in English.
• Minimum Education: Diploma/ Degree in Computer Engineering or equivalent.
• Industry Certifications like MCSE, CLP, ITIL Service Management etc.
• Minimum Years of Relevant Experience: 4-6 years preferred.
Find more details and apply online for Client Technologies Analyst – World Bank Jobs.
source from:bankingjobsinindia.com
source from:bankingjobsinindia.com
Any idea,if this is a managing profile, or an Office IT/ Desktop support profile?
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