Associate IT Officer (User Services)
Oversee end-user IT services and improve service delivery.
This opening expired 1 year ago.
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Overview
Oversee end-user IT services and improve service delivery.
You have:
- Proven experience in IT service management and support.
- Strong understanding of service level agreements (SLAs) and key performance indicators (KPIs).
- Excellent communication and coordination skills.
- Ability to drive performance improvements through innovation.
- Experience managing user services and end-user support.
- Knowledge of IT service desk operations.
- Familiarity with inventory and deployment of IT equipment.
- Ability to manage user profiles and onboarding processes.
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 Associate IT Officer (User Services) will be assigned to the IT Finance and User Services Division (ITFS) within the Information Technology Department (ITD). ITD delivers digital innovation, IT infrastructure, services, and solutions, and provides tools and knowledge platforms to 6000+ users in ADB's Headquarters and 40+ field offices in Asia and the Pacific.
ITFS manages the end-user IT services and administrative responsibilities that support the daily business of ITD. Within ITFS is the User Services team, which is in charge of the delivery of all end-user services including the IT service desk. The coverage of services also includes: (i) service fulfillment for mobile/roaming facilities, telephone operation, standalone productivity software requirements, inventory and deployment of equipment, access management and password reset, event management, videoconferencing, meeting room services, and the like; (ii) IT onboarding of staff; (iii) home office support; (iv) user profile management; and (v) management of managed services. Managed services include the IT Service Desk, copying and printing, telephone operators, and videoconferencing services. The IT service desk covers incident and problem management, end-user support through deskside services, and equipment break-fix.
You will be based at our Headquarters in Manila, Philippines, and will report to a designated Technical International Staff and Senior Technical Local Officer.
Your Role
As Associate IT Officer (User Services), you will oversee the daily operations around end-user-facing services, the Request Fulfillment process, and the Service Catalog – which are all responsibilities of the IT Service Desk. You will facilitate high-quality service delivery by managing the service providers responsible for these processes. Your role will focus on maintaining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the Service Request processes while driving performance improvement through innovation, identification of opportunities for improvement, and proposing and implementing actions to achieve efficiency and productivity gains.
You will manage the lifecycle of service catalog items. Additionally, you will also be User Services' focal point for coordination with the Change, Communications, and Capability Team and the ITD Front Office in communicating these services to users.
You will:
Qualifications
You will need:
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.
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 our Strategy 2030.
ADB only hires nationals of its 69 members.
To view ADB Organizational Chart, please click here.
ADB wants 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.
Potential interview questions
| Can you describe a time when you improved a service delivery process? | This question assesses your ability to enhance efficiency in service management. | Provide a specific example and focus on the actions you took and the outcomes achieved. |
| How do you ensure that service level agreements are met? | The interviewer is looking for your understanding of SLAs and your management skills. | Pro members can see the explanation. |
| Describe a challenging support issue you dealt with and how you resolved it. | Pro members can see the explanation. | Pro members can see the explanation. |
| What approaches do you use to coordinate effectively with diverse teams? | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you give an example of how you have managed user onboarding? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you stay updated on the latest trends in IT service management? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe how you would handle a situation where multiple service requests come in at once. | Pro members can see the explanation. | Pro members can see the explanation. |
| What tools do you typically use in IT service desk operations? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 1 year ago
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Updated 1 year ago
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Source:
adb.org
