Helpdesk Assistant (STS) at the African Development Bank Group (AfDB) Full Time

Job Title: Helpdesk Assistant (STS)

Location: Abidjan, Cote d’Ivoire
Employment Type: Full-time

The Complex

• The Vice Presidency for Finance (FIVP) oversees the financial management of the Bank Group.
• This encompasses the Bank Group’s treasury activities including borrowings from the capital markets and investment activities; controllership functions including financial reporting and loan administration; strategic resource mobilization and the strengthening of the non-statutory financial resources and instruments; the overall asset/liability management for the Bank Group.

The Hiring Department / Division

• The primary purpose of the Banks’s administrative expenses is to provide efficient transaction processing services with respect to the capital and administrative expenses of the Bank and of all bilateral funds.
• The Division not only ensures that expenses incurred are in accordance with Bank policies but also actively seeks opportunities for savings for the Bank in the management of expenses.
• Ensure the Banks’s financial rules and regulations are respected and all working procedures are adhered to in processing payments related to administrative expenses.

The Position

• The Bank invites suitably qualified persons to apply for the position of Helpdesk Assistant (STS). This position is based in Abidjan, Côte d‘Ivoire and does not attract international terms and conditions.

Key Functions
Under the Supervision of the Division Manager, the Helpdesk Assistant will perform the following:

• Organize, supervise, and treat queries from clients regarding payment requests, policies and procedures guiding the payment process, as well as ensure the logging of same.
• Follow up on the treatment of queries of clients to ensure a timely response to them.
• Assist and provide first level technical /operational support to new and existing staff in implementation of relevant payment procedures, new system enhancements, policies, and procedures for all types of vendor payments, travel payment processing and field office transfers/ accounting.
• Analyze logs and follow through of queries, and based on client feedback, report findings and make proposals as appropriate to improve internal procedures to provide greater client satisfaction.
• Utilize information from analysis of requests received as a basis to develop and maintain a comprehensive set of documentation which is easy to find, to access, to interpret and to act upon, regarding recurring matters of interest in respect of account payables and other payment requests e.g. documentation of FAQs (Frequently Asked Questions) and other relevant documents on the division’s intranet Web page.
• Keep self and his/her team abreast of continuous changes and interpretations in policies and procedures governing administrative expense and payment processing and disseminating same using available appropriate media.
• Supervise and control the implementation of the relevant client service and quality procedures by his/her team and recommend improvements in the service to clients and in quality of the deliveries, procedures and tools for the helpdesk, to ensure quality and client service. He will participate in the design and the introduction of improvement programs to reach and further exceeds set standards.
• Participate in defining the manpower needs of the helpdesk, and in the implementation of the approved recruitment, training and development actions, to ensure that the helpdesk is adequately staffed with well trained personnel.
• Ensure full compliance with the Bank’s information security and confidentiality policy in dissemination of information and ensure proper management of sensitive information (financial or otherwise) by the helpdesk staff.

Competencies (Skills, Experience and Knowledge)

• Hold a minimum of Bachelor’s Degree or its equivalent in Information Technology, Computer Science, Communication, or a related field;
• Have a minimum of 4/5 years of relevant experience in International organizations or private sector;
• Provide proof of nationality or proof of permanent resident status with work permit in the proposed country of employment;
• Knowledge and Experience in using of SAP ERP (MM,TFMS,FI etc);
• Knowledge and experience in using SAP Concur;
• Proven experience as a help desk technician or other customer support role;
• Excellent communication and interpersonal skills;
• Strong client orientation and ability to work in a team and develop strong relations;
• Strong verbal and written communication skills in English or French. Working knowledge of both will be an added advantage ;
• Competence in the use of Bank standard software (Word, Excel, PowerPoint and Access).

Application Closing Date
18th May, 2024.