Overview
The Junior Service Delivery Analyst provides ongoing support for World Bank Group Office staff in Yaoundé, Cameroon, managing a range of information technologies and addressing technical issues.
Key Responsibilities
- Works directly with customers to diagnose problems and customer comfort levels.
- Assesses complex, non-routine problems and serves as a first/second point of contact for resolution.
- Conducts diagnostics of business technology problems.
- Supports and maintains the end-user environment, including hardware configuration, virus alerts, software installation and troubleshooting, testing, and monitoring.
- Participates in facilities work and vendor management, security, and business continuity activities.
- Supports installation, maintenance, and upgrades to local networks and communications infrastructure.
- Disseminates information on common problems and issues.
- Tracks trending issues and proactively escalates.
- Applies technical knowledge under guidance.
- Takes decisions for routine cases.
- Recommends and provides IT training sessions.
- Evaluates and pilot tests new products and services.
- Attends training sessions and maintains working knowledge of IT trends.
- Administers information security standards and enforces technology standards.
- Supports technology adoption through training and coaching.
Required Experience
- Bachelor’s degree with no experience required or equivalent combination of education and relevant experience.
- Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD, Servers, Smartphones etc.
- Strong user support skills.
- Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
- Strong knowledge of IT Service Management and experience of ITIL best practices.
- Strong knowledge of Agile, Scrum, Azure DevOps, Power BI.
- Strong customer service skills and client orientation.
- Skilled/Experienced in working in Agile teams using Scrum/Scale agile framework and update the product backlog in Azure Dev Ops & Service Now.
- Demonstrated ability to configure teams, boards, analytics and queries in Azure DevOps.
- Demonstrated ability to create dashboards in Power BI and design workflow using PowerApps/PowerAutomate.
- Proficiency in the recent Microsoft Windows applications.
- Good knowledge of M365 applications including Co-Pilot/ AI.
- Knowledge of Network communication technologies and other WAN/LAN products.
- Good knowledge and experience of setting up and supporting Videoconference Facilities.
- Comfortably using remote access technologies and remote troubleshooting.
- Excellent communications skills.
- General knowledge of the mission and business requirements of the World Bank Group.
- Proven ability to work independently as well as in a team environment.
Qualifications
- 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
