ICT Helpdesk Analyst at Christian Aid

Department: Corporate Services
Reports to (Job Title): Senior Applications Support Analyst
Type of contract: Fixed Term
Contracted hours: 35
Contract length: 1 year
Competency level: 2 Role definition

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

Decision Making:

• Acts as a primary interface between ICT and the rest of the organisation in respect of support calls. Responds to technical support calls/enquiries, 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.

Budgetary/Savings Responsibility:

• None

Analytical Skills:

• Applies specialist and detailed technical expertise.
• Develops job knowledge and expertise through continual professional development.
• Shares expertise and knowledge with others.
• Uses technology to achieve work objectives.
• Demonstrates an understanding of different organisational departments and functions

Developing Self and Others:

• Works to maintain and extend skillset through ongoing professional development.
• Shares knowledge with others.
• Willing and able to learn from colleagues and experience

Role Related Checks:

• DBS clearance Not required Counter terrorism screening Not required

Person Specification
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 trouble-shooting; 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

Salary
N7,044,862/ Year (full time)