Senior IT Assistant (User Services)

Job Vacancy | Monday, December 2, 2024

Join Our Mission to Foster Prosperity in Asia

Are you ready to make a lasting impact on the future of Asia and be a catalyst for positive change? We are thrilled to offer a unique opportunity to become an important part of the prestigious Asian Development Bank (ADB). At ADB, our mission is simple yet powerful: to alleviate poverty and promote sustainable development in the Asia-Pacific region.

Organizational Setting and Reporting Relationship

The position of Senior IT Assistant (User Services) is assigned to the IT Finance and User Services Division (ITFS) within the Information Technology Department (ITD). You will be based in the Kazakhstan Resident Mission (KARM) in Astana.

ITD enables ADB’s digital agenda and supports the Bank’s global operations. The department delivers digital innovation, IT infrastructure, services, and solutions, and provides tools and knowledge platforms to 6,000+ users in ADB’s Headquarters and 40+ field offices (FOs) in Asia and the Pacific.

ITFS manages the end-user IT services and key administrative functions that support the day-to-day business of ITD. It is responsible for maximizing the value of IT for the end users through effective user services and equipment provisioning for efficient hybrid work. Your team will support the growing user base in ADB’s 43 field offices to be more mobile and productive anytime and anywhere.

You will report to ITFS Director (or his/her designated staff member/s) and coordinate leave plans and applications with designated staff in the Resident Mission.

Your Role

As Senior IT Assistant (User Services), you will help ensure the effective and efficient performance of information and communications technology (ICT) services in KARM by assisting in implementing the delivery of technical and administrative IT support. You will provide both technical and administrative IT support, working closely with the IT Department (ITD) to align technology solutions with the mission’s business objectives. You will serve as the focal point for ITD on all technical matters related to the installation, operation, maintenance, and continuous improvement of the Resident Mission’s ICT facilities.

You will:

• Act as ITD focal point in the resident mission to assist in the operation of KARM ICT services, such as user support, local network infrastructure, telecommunications, internet connectivity, printing, server systems and IT room facilities, end-user IT equipment, ADB standard applications, and productivity tools.
• Monitor and report to ITD on the progress of ICT service installations, maintenance, enhancements, and upgrades., Assist in ensuring cybersecurity measures are implemented in accordance with ADB’s policy.
• Assist in transitioning KARM IT users to use the IT service desk portal and ADB IT service desk as 1st level IT support. Coordinate the escalations to the ADB IT service desk, ensuring the timely and appropriate delivery of KARM ICT support and requests. Coordinate and provide local deskside support, troubleshooting, resolution of routine hardware and software issues, and IT support for videoconferences, meetings, events, and HQ missions. Provide 2nd-level support and technical advice to local staff, consultants, and other KARM IT users, as needed.
• Collect and represent RM IT requirements and opportunities for improvement, ensuring that KARM user needs are communicated to ITD.. May participate by providing inputs during enhancements for applications, and other relevant ITD activities.
• Coordinate the communication and rollout of new ICT products and services in KARM. Provide inputs to adoption and change management plans and participate in their execution as needed. Provide feedback on user adoption.
• Assist and support RM IT users on appropriate channels to receive user training on standard ADB applications when required, including guidance on data security, integrity, and confidentiality.
• Monitor local IT equipment and asset inventory, ensuring accurate and timely updates to IT asset records. Support the effective distribution of IT equipment to local staff.
• Coordinate KARM ICT needs within ITD and assist in the procurement of ICT services and equipment, particularly in gathering fair market value cost estimates and liaising with service providers, following ADB procurement standards.. Support the selection and onboarding of IT service providers and contribute to annual IT budget planning for ITD-covered RMs.
• Coordinate with local IT vendors on the delivery of goods and services, in coordination with the ITD Vendor Management Team. Coordinate tasks of IT contractor(s), as required, in fulfilling 1st-level, day-to-day IT support, maintenance, and delivery of ICT services.
• Stays current on ADB business continuity and disaster recovery processes and procedures. Works with ITD on improving KARM’s overall IT resilience.
• Perform other duties as may be assigned and reflected in your workplan.

Qualifications

You will need:

• Bachelor’s degree or tertiary-level institute diploma/certificate in IT, engineering, or computer science-related course or equivalent.
• Professional training in software and hardware installation, operating systems, troubleshooting, networking, systems administration, customer service, and other relevant courses, is preferred.
• At least 5 years of relevant work experience.
• Experience with resolution of IT-related issues, and providing excellent customer service
• Experience in troubleshooting and providing support on hardware, software, and network issues.
• Familiarity with Microsoft Windows Server, Office 365, Cisco-based networking, and other IT infrastructure.
• Experience in coordinating with vendors and in monitoring contract deliverables to ensure timely delivery.
• Organizational skills to keep track of IT assets and IT inventory assigned to KARM.
• Demonstrated ability to coordinate with colleagues at multiple levels, within own work location and throughout ADB.
• Ability to work with an IT service desk ticketing tool, preferably ServiceNow.
• Ability to work collaboratively as a constructive team member.
• Good oral and written communication skills in English.
• Please refer to the link for ADB Competency Framework for AS5.

Benefits

ADB offers competitive compensation and a comprehensive benefits package. The salary will be based on ADB’s standards and comparator markets, taking into account your qualifications and experience.

• Paid leave (including parental)
• Medical and health benefits
• Life and other insurance plans
• Staff development
• Retirement plan

Additional Information

ADB will be rolling out a new job grading structure on 1 January 2025, which may result in a change of the position grade and title with no change in the terms of reference. By proceeding with your application, you acknowledge and accept all changes resulting from the new job grading structure.

This opening is a local staff position. It is open only to nationals and residents of Kazakhstan.

About Us

Asian Development Bank (ADB) is an international development finance institution headquartered in Manila, Philippines and is composed of 69 members, 49 of which are from the Asia and Pacific region. ADB is committed to achieving a prosperous, inclusive, resilient, and sustainable Asia and the Pacific, while sustaining its efforts to eradicate extreme poverty. ADB combines finance, knowledge, and partnerships to fulfill its expanded vision under its Strategy 2030.

ADB only hires nationals of its 69 members.

To view ADB Organizational Chart, please click here.

ADB seeks to ensure that everyone is treated with respect and given equal opportunities to work in an inclusive environment. ADB encourages all qualified candidates to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. Women are highly encouraged to apply.

Visit ADB Careers FAQ for more information.

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