VSO Global IT Support Analyst Job

VSO Global IT Support Analyst Job

Global IT Support Analyst Job, IT Kenyan Jobs,

Job Purpose:

To provide support to users across VSO’s global footprint and to play a key role in improving the organization’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).

Desired Skills and Experience

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

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Cynthia Chebet2022-03-07T10:02:13+03:00

https://jobcenterkenya.com/vso-global-it-support-analyst-job/