E T Temporary - Junior Service Delivery Analyst - req38440

Role Overview

Appointment Details

• Organization: World Bank; Sector: Information Technology; Grade: ET4.
• Term Duration: 1 year 0 months.
• Recruitment Type: Local Recruitment.
• Location: Saudi Arabia.
• Required Language(s): Arabic; English.

End-User Technical Support

• Serve as the first point of contact for all IT-related incidents, service requests, and queries submitted by Riyadh Hub Office staff.
• Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, tablets, mobile devices, printers, scanners, and other peripherals.
• Provide support for standard productivity and collaboration tools including Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint), Zoom, and other enterprise applications.
• Configure and set up workstations, user accounts, email profiles, and access credentials for new staff members.
• Manage user account administration tasks including access provisioning and deprovisioning, and multi-factor authentication (MFA) enrollment.
• Provide support for remote access solutions including VPN configuration, remote desktop tools, and secure connectivity for hybrid working staff.

Network and Infrastructure Support

• Monitor and maintain the local area network (LAN), wireless network (Wi-Fi), and internet connectivity within the Riyadh Hub Office.
• Perform basic configuration and troubleshooting of network switches, routers, wireless access points, and firewall appliances.
• Maintain the server room and IT equipment room, ensuring proper cable management, equipment labeling, environmental controls, and physical security.
• Support the management of local servers, backup systems, and UPS units, including routine checks and coordination of maintenance activities.
• Assist in the setup and maintenance of video conferencing systems, audio-visual equipment, and meeting room technology.

IT Asset and Inventory Management

• Maintain a comprehensive and up-to-date IT asset register for all hardware and software assets assigned to the Riyadh Hub Office.
• Coordinate the procurement, receipt, configuration, and deployment of new IT equipment in accordance with organizational standards.
• Manage the lifecycle of IT assets including refresh cycles, warranty claims, repairs, and environmentally responsible disposal.
• Ensure software license compliance by tracking installations and usage against organizational licensing agreements.

IT Security and Compliance

• Enforce endpoint security standards including antivirus/anti-malware software deployment, operating system patch management, and software update compliance.
• Monitor and respond to security alerts on end-user devices, escalating potential incidents to the regional cybersecurity team.
• Ensure all IT activities comply with organizational data protection policies, local Saudi Arabian data regulations, and applicable international standards.

Service Management and Reporting

• Log, track, and manage all IT incidents and service requests through the organizational IT Service Management (ITSM) platform.
• Ensure accurate categorization, prioritization, and timely resolution in accordance with defined Service Level Agreements (SLAs).

About the World Bank Group