Global ICT Helpdesk Analyst at Christian Aid

About the Role

• This is a technical role, focused on providing first-line support (e.g. logging and triage of calls, user administration, installation and configuration of user hardware and software)  for Christian Aid’s core applications, systems, and hardware, investigating incidents and working with the Global Lead Support Analyst to resolve them.
• Has a deep understanding of Christian Aid’s core systems, and liaises with second-line support (internal teams & Infrastructure as appropriate) when calls need to be escalated. When necessary staff will be asked to provide training and develop the ICT Knowledgebase.

Role Context and Purpose

To provide first-line ICT support, as part of the Service Desk. Role purpose:

• Contribute to the provision of an effective and efficient ICT support service to Christian Aid’s global staff, in line with customer service standards.
• Respond to technical support calls/enquiries (regardless of origin); determine appropriate solutions and implement them, working to resolve as many calls as possible upon first point of contact within agreed procedures.
• Deliver effective and efficient administration of user network and systems accounts and set-up, installation and configuration of hardware & software.
• Diagnose, document and escalate issues to other support teams within ICT as needed.
• When necessary, act as part of the Emergency Response Team within region of employment.
• When necessary, assist with elements of office setup and closedown within region of employment.
• Assist with the translation of instructions or procedures.

Key Deliverables

• Issues are attended to (by telephone, Email or through Christian Aid’s helpdesk software) professionally and competently
• A high number of problems and requests are resolved “first time” by following standard procedures and the appropriate use of initiative.
• Escalated issues are passed to other ICT teams in an appropriate way, having first been triaged and diagnosed as far as possible.
• Internal customers are highly satisfied with the level of support provided.
• Changes are well managed.

Relationships:

• External: Third-party suppliers
• Internal: All internal customers, other ICT staff

About You

• The post holder will be able act as a primary interface between ICT and the rest of the organization in respect of support calls.
• Responds to technical support calls / inquiries, determines appropriate solutions and implements them, working to resolve as many calls as possible upon first point of contact within agreed procedures.
• Has technical responsibility for work performed and decisions taken.
• Has access to secure systems and information.
• Replaces faulty equipment from stores and is responsible for liaising with 3rd party suppliers as necessary.   Initiates requests for new hardware or software
• Contributes to ICT projects as required.

Applied skills / Knowledge and Expertise:

Essential:

• A+ Certification hardware and software support skills or equivalent.
• HND in IT Technology or Computer Science.
• ITIL procedures and LAN and WAN principles.
• Proven substantial computing experience in a technical environment of delivering effective support
• for current Microsoft Windows and Office products; network administration of user accounts using
• Active Directory and Exchange mail server; hardware and software installation and troubleshooting; use of remote desktop support tools.
• Substantial experience of tracking work and meeting deadlines, including the use of helpdesk system

Desirable:

• ITIL foundation or customer care certification
• MCP or MCSE certification
• Experience of working in the charity sector