Global ICT Helpdesk Analyst at Christian Aid

Full Time
Abuja
Posted 2 years ago
Applications have closed
Christian Aid profile

Christian Aid

Christian Aid (CA) is a UK-based international NGO partnering with others to end poverty in Africa. At the heart of this vision is the transformation of the lives of people who live in poverty, empowering them to have a brighter future. Christian Aid works in more than 30 countries and has been operating in Nigeria since 2003. The Nigeria Country programme focuses on Community Health and HIV, Accountable Governance including humanitarian response and Gender.

We are recruiting to fill the position below:

Job Title: Global ICT Helpdesk Analyst

Location: Abuja
Type of Contract: Fixed Term
Contracted hours: 35
Contract length: 3 Months
Department: Corporate Services
Competency Level: 2
Salary Band: E mid
Reports to: Global Lead Support Analyst

About the Role

This is a technical role, focused on providing first-line support (e.g. logging and triage of calls, user administration, installation and configuration of user hardware and software) for Christian Aid’s core applications, systems, and hardware, investigating incidents and working with the Global Lead Support Analyst to resolve them.
Has a deep understanding of Christian Aid’s core systems, and liaises with second-line support (internal teams & Infrastructure as appropriate) when calls need to be escalated. When necessary staff will be asked to provide training and develop the ICT Knowledgebase.

Role Context and Purpose
To provide first-line ICT support, as part of the Service Desk. Role purpose:

Contribute to the provision of an effective and efficient ICT support service to Christian Aid’s global staff, in line with customer service standards.
Respond to technical support calls/enquiries (regardless of origin); determine appropriate solutions and implement them, working to resolve as many calls as possible upon first point of contact within agreed procedures.
Deliver effective and efficient administration of user network and systems accounts and set-up, installation and configuration of hardware & software.
Diagnose, document and escalate issues to other support teams within ICT as needed.
When necessary, act as part of the Emergency Response Team within region of employment.
When necessary, assist with elements of office setup and closedown within region of employment.
Assist with the translation of instructions or procedures.

Key Deliverables

Issues are attended to (by telephone, Email or through Christian Aid’s helpdesk software) professionally and competently
A high number of problems and requests are resolved “first time” by following standard procedures and the appropriate use of initiative.
Escalated issues are passed to other ICT teams in an appropriate way, having first been triaged and diagnosed as far as possible.
Internal customers are highly satisfied with the level of support provided.
Changes are well managed.

Relationships:

External: Third-party suppliers
Internal: All internal customers, other ICT staff

About You

The post holder will be able act as a primary interface between ICT and the rest of the organization in respect of support calls.
Responds to technical support calls / inquiries, determines appropriate solutions and implements them, working to resolve as many calls as possible upon first point of contact within agreed procedures.
Has technical responsibility for work performed and decisions taken.
Has access to secure systems and information.
Replaces faulty equipment from stores and is responsible for liaising with 3rd party suppliers as necessary. Initiates requests for new hardware or software
Contributes to ICT projects as required.

Person specification
Applied skills / Knowledge and Expertise:
Essential:

A+ Certification hardware and software support skills or equivalent.
Active Directory and Exchange mail server; hardware and software installation and troubleshooting; use of remote desktop support tools.
Substantial experience of tracking work and meeting deadlines, including the use of helpdesk system
HND in IT Technology or Computer Science.
ITIL procedures and LAN and WAN principles.
Proven substantial computing experience in a technical environment of delivering effective support
for current Microsoft Windows and Office products; network administration of user accounts using

Desirable: