ICS Helpdesk Specialist at CBM International

Job Overview

• CBM Global is seeking an enthusiastic ICS Helpdesk Specialist to own and evolve our global service desk.
• You will deliver first-line support, optimize our Freshservice platform, build Copilot-based self-service agents, and develop user documentation and training.
• The focus of this role is on the outstanding end user experience and ensuring their efficiency with our Microsoft 365 (E3) cloud services.

Responsibilities and Duties

• Provide global L1 support for 190 colleagues across 14 offices (Asia, Africa and Germany) and home locations.
• Coordinate external local IT service providers for onsite L1 user support, covering ~75% of total users.
• Coordinate escalations with the CBM Global ICS Administrators and external partners; participate in incident post-mortems.
• Coordinate and execute onboarding and offboarding of users and devices, including Intune-based device enrolment/retirement, account provisioning, licensing, group access, in close collaboration with Global HR and CBM Global federation members (~210 users).
• Administer Freshservice: queues, SLAs, asset Database and service catalogue; analyse trends and drive improvements.
• Create and maintain clear and accessible Knowledge Base articles, quick-reference guides, videos and micro-learning modules in the Learning Management System.

Person Specification
Qualifications:

• Freshservice Administrator 
• ITIL v4 Foundation 
• Microsoft 365 Certified: Fundamentals (MS-900).

Experience & Knowledge:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field, or a diploma or advanced certificate in the technical field with above average results.
• At least 3 years of practical experience in IT service desk / end-user support with Microsoft 365 E3 services (Office 365 + Teams)
• Proven ability to configure and improve an ITSM tool (Freshservice, ServiceNow etc.)
• Basic experience with: Exchange Online, Sharepoint Online, Intune
• Understanding of ITIL processes (Incident, Request, Knowledge Management) *
• Basic experience with: Microsoft Copilot Studio and PowerShell.
• Experience creating WCAG-compliant user documentation and training materials, and collaborating confidently with colleagues who have lived experience of disability. 
• Excellent verbal and written language skills in English
• Proficiency in: French or German
• Good communication skills and ability to work with end users and external service providers while displaying a high level of professionalism.

Safeguarding responsibilities
Knowledge:

• In depth understanding of CBM Global’s Safeguarding policy and the Code of Conduct (Link), and how these are relevant to their work.
• Knows and considers the power people think they hold because of their position at CBMG and takes care not to abuse it by treating everyone with respect.
• Considers their personal values and biases, taking care these do not negatively impact on how they interact with and treat the different individuals they will come across during their work at CBMG.

Skills:

• Able to report and escalate safeguarding concerns appropriately.
• Challenges inappropriate behaviours of peers.
• Able to implement safeguarding requirements in their area of responsibility.

Behaviours:

• Acts as a role model for CBMG’s commitment to zero-tolerance for abuse, do no harm and safeguarding standards.

Employee Benefits

• Salary range: The salary offered will be competitive, dependent on skills and experience, as well as country of location.
• We offer a local contract.
• We offer flexibility and working from home arrangements.
• As part of our commitment with inclusion, CBM Global aims to encourage applications from people with disabilities and those with health conditions.
• We have a comprehensive equality and diversity policy.