Description
The Junior Service Delivery Analyst supports IT service delivery activities that enable reliable access to technologies and systems. Under close supervision, the selected candidate will follow established procedures, contribute to maintaining service quality and user satisfaction, and foster collaboration within and across teams. This is a developing professional role where work is routine, requiring the application of basic theoretical concepts and techniques, with problems typically solved through standard procedures.
Responsibilities
•Provide routine technical support by following established procedures to ensure reliable access to workplace technologies.
•Log, track, and escalate issues in accordance with defined service management processes.
•Support service improvements by documenting common issues and adhering to standard workflows.
•Assist with minor service enhancements under supervision to improve operational efficiency.
•Work within Agile and SAFe-aligned ways of working by following defined processes and team practices.
•Complete assigned tasks from work queues or backlogs and participate in Agile ceremonies under supervision.
•Collaborate with team members to support service delivery activities.
•Communicate clearly and escalate issues as required to ensure timely resolution.
•Build skills through active learning and knowledge sharing.
•Apply feedback to improve individual performance and contribute to service consistency across the team.
•Provide end-user support for Windows 11 devices, Microsoft 365 applications, and Apple products including iPhones and iPads.
•Troubleshoot and resolve hardware, software, connectivity, and peripheral issues related to desktops, laptops, network printers, and mobile devices.
•Support and manage collaboration platforms such as Microsoft Teams, Zoom, and Webex, ensuring seamless virtual meetings and communication.
•Deliver Audio-Visual (AV), video conferencing, and event technology support for meetings, workshops, and corporate events.
•Install, configure, maintain, and troubleshoot IT infrastructure components including Windows Servers, Cisco Wi-Fi Access Points, Cisco Video Conferencing equipment, LAN networks, cabling, rack UPS systems, ISP services, and MPLS links.
•Manage IT assets throughout their lifecycle, including procurement support, inventory tracking, redeployment, and disposal in compliance with organizational policies.
•Demonstrate strong customer service, communication, and interpersonal skills while providing technical assistance to employees and stakeholders.
•Leverage AI tools such as Microsoft Copilot, ChatGPT, Gemini, and Claude to improve productivity, automate routine tasks, and enhance user support services.
•Apply Agile methodologies, including Scrum and Kanban, to support project delivery, task management, and continuous improvement initiatives.
•Follow ITIL-based Incident Management and Service Request Fulfilment processes to ensure timely and effective resolution of technical issues.
•Utilize Azure DevOps and ServiceNow at a user level for work tracking, issue management, reporting, and service delivery activities.
•Maintain documentation, knowledge bases, and operational procedures to support efficient IT service management and continuous service improvement.
Requirements
•Bachelor's degree with no experience required or equivalent combination of education and experience.
•Advanced proficiency in technical troubleshooting.
•Skilled in automation and robotics, ITIL frameworks, network/system architecture, change management, and technical support.
•Skilled in collaboration, analytical reasoning, technology quotient, and persuasive communication.
•Awareness of Agile methodologies, AI concepts, digital fluency, and continuous improvement practices.
•Awareness of issue resolution/escalation, versatility, and accountability principles.
•Demonstrated ability to work effectively under supervision and apply feedback constructively.
•Preference will be given to local talent, that is, applicants that are authorized to work in the duty station for any employer.
•Demonstrate the ability to collaborate effectively across teams, disciplines, cultures, and institutional boundaries.
•Responsibly leverage digital and AI-enabled tools to enhance productivity, learning, and decision-making.
•Bring experience working in fragile, conflict-affected, and violent (FCV) contexts and are encouraged to highlight relevant experience in their application materials, where applicable.
Nice to have: ITIL Foundation; SAFe Agilist (SA) or SAFe Practitioner (SP); CompTIA A+
Benefits
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
