Must have two (2) years' experience in the computer field. Must have a working knowledge of WBG's standard business applications as described in section 2.1.2. Ability to learn the WBG business and technical setting with the goal of increasing first-call resolution rates.
Key Responsibilities
1. Work effectively as a team member.
2. Proficient typing skills (minimum of 40 WPM).
3. Have an excellent customer service approach to dealing with people at all levels within the WBG.
Skill Requirements
1. Have the exceptional ability to diffuse volatile situations when distressed or irate customers call for support.
2. Analyze and breakdown an incident, using previous experience to reach the root cause.
3. Use initiative to find ways of solving incidents and building knowledge.
Other Requirements
1. Listen to a caller explain an incident and determine the probable cause; take the caller through a step-by-step problem determination procedure via the telephone.
2. ITSM / ITIL Foundations within 90 days of assignment to the World Bank.
3. Problem Solving:
1. Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem.