Global IT Support Analyst

Job Title: Global IT Support Analyst

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

• 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 1^st, 2^nd and 3^rd 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 1^st, 2^nd 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).