Job Title: Global IT Support Analyst
Job Purpose: To provide support to users across VSO’s global footprint and to play a key role in improving the organisation’s IT capability and support Kenya programme teams.
Responsibilities
- Help to manage tickets in VSO’s IT Support Desk system and manage the lifecycle of tickets assigned to you including all communication with the affected user(s).
- Provide 1st, 2nd and 3rd line support for VSO’s IT Infrastructure Globally.
- Escalate/reassign tickets to 2nd/3rd line experts when required
- Ensure that equipment, accounts, and software for new users are set up and configured in line with VSO’s standards.
- Play a supporting role in IT projects to improve the team’s services and systems (e.g. migrating certain tools to the cloud and testing new security tools or applications).
- Work proactively with the wider IT team to facilitate user training either in-person or via Microsoft Teams for VSO global colleagues.
- Work with the wider support team to analyse trends in our IT Service Desk and feed into interventions designed to tackle recurring problems or promote user digital literacy.
- Promote good practice by working with colleagues in the wider organisation to follow the IT Team’s processes.
Essential
- Experience of managing 1st, 2nd and 3rd line IT support requests.
- Proficiency in Windows 10, Intune, Office ProPlus/365 including SharePoint and OneDrive
- Proficiency in managing assets in Active Directory or equivalent.
- Thorough understanding of data protection and information security requirements.
- Excellent communication skills, both written and verbal, including the ability to explain complex technical concepts to non-technical colleagues.
- Ability to work as part of a team
- Strong problem-solving skills.
- High integrity and professionalism.
- Openness to continuous learning and self-development
Desirable
- Knowledge of ITIL processes.
- Proficiency in Salesforce CRM or equivalent.
- Experience of Microsoft Teams telephony.
- Experience of facilitating training.
- Knowledge of Project Management methodology (e.g. Prince 2 or AGILE).
How to apply
https://www.aplitrak.com/?adid=ZW56aW9rYS4yODU4OS4zODMwQHZzby5hcGxpdHJhay5jb20
https://jobcenterkenya.com/global-it-support-analyst/
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