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: ICT Helpdesk Analyst
Locations: Abuja, Nigeria, Harare, Zimbabwe, Juba, South Sudan, Lilongwe, Malawi, Nairobi, Kenya, Ouaga, Burkina Faso, Tshikapa, DRC
Type of contract: Fixed Term
Contracted hours: 35
Contract length: 1 year
Department: Corporate Services
Reports to (Job Title): Senior Applications Support Analyst
Salary Band: E mid
Competency level: 2 Role definition
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.
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.
Role Agility
Expected national travel per annum: Occasional travel
Expected international travel per annum: Occasional travel
On call/unsocial hours: No
Note: In order to respond to ever changing demands within the environment, Christian Aid operates within an agile framework (both in workforce and operational) that requires from all employees, a high level of responsiveness and adaptiveness to processes and structures making flexibility and a project based working approach the norm. To sustain this system, managers may/will agree further details of specific tasks and duties as part of the performance agreement. Any reasonable duty may be assigned that is consistent with the nature of the job and its level of responsibility, and employees may be required to change the focus of their role from time to time.
