Help Desk

ITS Client Services (ITSCS) prides itself on enabling and delivering IT support to staff whose global mandate is to help reduce extreme poverty and promote shared prosperity. This includes providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including IT support and troubleshooting of provisioned hardware, software and applications, IT client training and outreach,direct desk side/remote support, virtual walk-ins, virtual meeting support, configuration, and provisioning of standard devices. In HQ, Tier 2 local IT Support (ITSCW) is organized by building/location. We engage directly with the client community and leverage the ServiceNow Ticketing platform to deliver timely, best-in class client support to our end user community. With an annual client satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that ITSCW contractors must observe are:

• Provide technical support to end-user desktops, laptops with docking stations and mobile devices. This includes supporting a variety of Bank-standard software and hardware, and handling problems such as computer viruses, network login and connectivity issues, among others.
• Respond to client requests for help, diagnose problems, and identify and apply the appropriate resolution or find resources to solve the problem.
• Complete tickets within SLA parameter: 90% Response SLA goal; 95% Resolution SLA goal; and meet Quality Management KPIs.

• Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings
• Provide support to M365 applications (Outlook, OneDrive, Teams, etc.)
• Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks.
• Attend to issues with Bank-owned and personal mobile devices (iOS and Android) which are connected to WBG’s corporate Email infrastructure.

  Educational and Technical Qualifications:
  Bachelor’s degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.

  Certification Requirements:

• Industry certifications such as A+

  Required Skills/Abilities:

• Excellent verbal and written communication skills

• Excellent customer service skills

Other requirements:

• CompTIA Certification highly desirable, experience with M365 applications (Outlook, OneDrive, Teams, etc),
• Working hours vary between 8am-4:30pm or 9:30-6pm depending on the team’s need, great customer service skills and familiarity with supporting virtual and Hybrid meetings

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.