ICS Helpdesk Specialist - Global at Christian Blind Mission (CBM)

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.

Safeguarding Responsibilities

Knowledge

• In depth understanding of CBMG’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. 
• ​Person Specification
• CBM Global welcomes applicants from diverse backgrounds and people with lived experience of disability.

All of the following requirements are essential, unless marked with a * when they are desirable.

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.