Overview
Serve as the primary IT focal point in the Afghanistan Resident Mission, ensuring efficient delivery of IT services through analytical, technical, and administrative support. Implement technology solutions aligned with RM requirements, promoting digital transformation and new ways of working.
Key Responsibilities
- Ensure reliable operation of RM IT services, including end-user services, IT infrastructure, and ADB standard applications.
- Monitor and report on ICT installations, maintenance, enhancements, and upgrades.
- Coordinate IT service delivery through the ADB IT Service Desk as first level support.
- Manage escalations and provide deskside assistance for hardware, software, connectivity, and collaboration tools.
- Represent the FO IT user perspective by consolidating requirements and providing input to ITD on solution design.
- Support the delivery, communication, and adoption of ICT products and services.
- Assist with IT asset management and inventory and provide inputs to FO IT budget planning.
- Promote secure and resilient IT operations, including user training and data security practices.
Required Experience
- At least 5 years of relevant work experience.
- Experience troubleshooting IT end-user and infrastructure hardware and software (MS 365, etc.).
- Experience in vendor and contract management.
- Experience in keeping track of IT assets and IT inventory assigned to AFRM.
- Experience in an IT service desk ticketing tool, particularly ServiceNow.
- Proficient in collaborating effectively with colleagues in hybrid work mode.
Qualifications
- Bachelor's degree in IT, engineering, or computer science or relevant fields.
- Certifications in IT Infrastructure Library (ITIL), Microsoft Certified Professional, Cisco, and other relevant programs is preferred.
