ICT Helpdesk Analyst at Christian Aid

Type of contract: Fixed Term

Contracted hours: 35

Contract length: 1 year

Location: Abuja, Nigeria, Harare, Zimbabwe, Juba, South Sudan, Lilongwe, Malawi, Nairobi, Kenya, Ouaga, Burkina Faso, Tshikapa, DRC

About the role

The Helpdesk Analyst role is a new position within ICT, providing first-line support to all Christian Aid staff, regardless of location.  The team will comprise three post holders, all based in Christian Aid / Change Alliance offices outside of the UK.

The creation of this role, and the implementation of a new Service Delivery function within ICT, is an attempt to standardise support to all Christian Aid staff globally, by providing consistent first-line interactions: through the Jira portal, telephone and Email.  The majority of support requests raised by CA staff are expected to be dealt with at first-line level, and – working with the Lead Support Analyst, based in London – the post holders will work to define processes for standard requests that are currently escalated to second line support on a regular basis.

About you

The successful candidate will be friendly and customer-focussed, working in a professional manner with Christian Aid staff around the globe via Email, Teams or telephone.

The post holder needs to have a high technical understanding of the Windows 10 Operating System, and the hardware and software in use at Christian Aid (such as the Microsoft Office 365 suite).  With a good level of initiative, the post holder will need to triage requests from colleagues quickly and competently, following defined processes as well as using initiative to diagnose underlying issues and when to escalate to the second line support team.

Two months out of the year you may need to do early shifts from 6 am and late shifts until 9 pm, to cover the other regions when engineers are on holiday

The post holder must be bi-lingual, with professional working proficiency in French and English

Further information

This role can be based in any Christian Aid office in Africa, but it requires applicants to have the right to work in the country where this position is based. 

Salary & Currency: The Salary and Currency for this role will be aligned to Band E-mid of the Country Payscale where the role will be based and will be offered as appropriate based on the ranges attached in the excel spreadsheet alongside this vacancy announcement.

We value diversity and aspire to reflect this in its workforce. We welcome applications from people from all sections of the community, irrespective of race, colour, gender, age, disability, sexual orientation, religion or belief.

Competency questions

As part of your application you will be asked to demonstrate your suitability by giving answers to the following questions:

Give us an example of a time when you communicated something complex in a way that could be easily understood by others 

• What was the situation? 
• What did you need to communicate effectively? 
• How did you make sure the message was understood by others? 
• What was the impact?  How did you know you were successful? 

Tell us about a time when you planned, prioritised and monitored your own work to meet the team’s objectives to the standards required 

• What was your context? 
• What was your task/responsibility? 
• How did you make your plan?  What actions did you take? 
• What was the impact of your actions?  Were you successful?  How did you know? 

Please tell us about a time when you have identified a better way of doing something having taken into account the implications of your proposal 

• What was the context?  What was your ‘better way’? 
• What was your task? 
• What action(s) did you take?  Why?  How? 
• What was the outcome?  Was your proposal accepted?  What was the impact?