Senior IT Assistant, Client Services – World Bank (Nairobi)

• Job #: req34494
• Organization: World Bank
• Sector: Information & Communication Technology
• Grade: GD
• Term Duration: 3 years 0 months
• Recruitment Type: Local Recruitment
• Location: Nairobi, Kenya
• Required Language(s): English
• Preferred Language(s): –
• Closing Date: 10/17/2025 (MM/DD/YYYY) at 11:59pm UTC

Description

WBG: 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 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 World Bank Group units with innovative digital tools and technologies to transform how they deliver value for their end-users.
• Empowerment & effectiveness, by ensuring that all World Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally.
• Resilience, by equipping the World 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:

1. Deliver solutions for business partners that are customer-centric, innovative, and transformative.
2. Provide the World Bank Group with value for money with selective and standard technologies.
3. Excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

ITSR1: The IT Regional Tech Solutions 1 (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives in South Asia, East Asia, and Africa, as well as aligning existing support channels with business needs.

In achieving its objectives and providing the best possible IT customer experience, Technology Solutions Team directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

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.

Roles & Responsibilities

• 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.

Note: Only applicants who are nationals of the duty station or legal residents with authorization to work in the duty station will be considered.

WBG Culture Attributes

1. Sense of urgency – Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking – Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability – Empower yourself and others to act and hold each other accountable for results.