ICT Helpdesk Analyst

Countries: Burundi, Ethiopia, Nigeria, Zimbabwe
Organization: Christian Aid
Closing date: 2 Apr 2021

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 the 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.

Further information

This role 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 shown below:

Role ICT Helpdesk Analyst Salary

Band: E-Mid

Ethiopia USD 13,414

Zimbabwe USD 26,356

Nigeria NGN 7,044,862

Burundi BIF 51,554,329

Christian Aid is committed to providing a safe and trusted environment for every person connected to the work we do; and to preventing any type of unwanted behaviour including sexual harassment and exploitation, abuse, and financial misconduct. Any candidate offered a job with Christian Aid is expected to share and demonstrate our values and adhere to Christian Aid’s Safeguarding policy and sign Christian Aid’s Code of Conduct.

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.

How to apply:

Click on the link to apply: https://jobs.christianaid.org.uk/vacancy/ict-helpdesk-analyst-3195-jabi-district/3213/description/


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