Global IT Support Analyst at Voluntary Service Overseas

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

1. 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).
2. Provide 1st, 2nd and 3rd line support for VSO's IT Infrastructure Globally.
3. Escalate/reassign tickets to 2nd/3rd line experts when required
4. Ensure that equipment, accounts, and software for new users are set up and configured in line with VSO's standards.
5. 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).
6. Work proactively with the wider IT team to facilitate user training either in-person or via Microsoft Teams for VSO global colleagues.
7. 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.
8. Promote good practice by working with colleagues in the wider organisation to follow the IT Team's processes.

Essential

1. Experience of managing 1st, 2nd and 3rd line IT support requests.
2. Proficiency in Windows 10, Intune, Office ProPlus/365 including SharePoint and OneDrive
3. Proficiency in managing assets in Active Directory or equivalent.
4. Thorough understanding of data protection and information security requirements.
5. Excellent communication skills, both written and verbal, including the ability to explain complex technical concepts to non-technical colleagues.
6. Ability to work as part of a team
7. Strong problem-solving skills.
8. High integrity and professionalism.
9. Openness to continuous learning and self-development

Desirable

1. Knowledge of ITIL processes.
2. Proficiency in Salesforce CRM or equivalent.
3. Experience of Microsoft Teams telephony.
4. Experience of facilitating training.
5. Knowledge of Project Management methodology (e.g. Prince 2 or AGILE).

Desired Skills and Experience

Essential

1. Experience of managing 1st, 2nd and 3rd line IT support requests.
2. Proficiency in Windows 10, Intune, Office ProPlus/365 including SharePoint and OneDrive
3. Proficiency in managing assets in Active Directory or equivalent.
4. Thorough understanding of data protection and information security requirements.
5. Excellent communication skills, both written and verbal, including the ability to explain
6. complex technical concepts to non-technical colleagues.
7. Ability to work as part of a team
8. Strong problem-solving skills.
9. High integrity and professionalism.
10. Openness to continuous learning and self-development.

Desirable

1. Knowledge of ITIL processes.
2. Proficiency in Salesforce CRM or equivalent.
3. Experience of Microsoft Teams telephony.
4. Experience of facilitating training.
5. Knowledge of Project Management methodology (e.g. Prince 2 or AGILE).