1st Line Service Desk Analyst

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Description

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The successful candidate will provide first-line support to Amnesty International Secretariat end users, ensuring all users receive the highest level of service to solve problems.  

You will make sure users are proactively updated on support tickets they’ve filled,  tickets are resolved in an appropriate time frame and SLA’s are met, in addition to recording data on the tickets.  

We are looking for a candidate who has a broad range of technical experience, particularly Microsoft 365 stack. We are expecting you to have shown your interest in technology and built an extensive knowledge of it.  

The successful candidate will have had experience keeping users up to date with the status of their issues and ensuring calls are resolved in a professional manner.  

Main Responsibilities: 

• Expected to answer all tickets put into the Service Desk, in a timely manner, escalating as required to the 2nd line, Service Desk Manager, or the Systems Administrators, and taking ownership of those tickets and proactively updating the user or chasing others for updates.  
• Providing friendly and professional on the spot support with members of staff who walk up to the service desk, and then adding the incident to the ticketing system later with all appropriate analytics, to ensure that we can run accurate reports.  
• Keep the asset database up to date, with laptop numbers, mobile phones and all other required information.  
• Support the documentation of all I&T’s systems, software, services and, critically, processes. This will not only be documenting these for the benefit of I&T staff, but also, where useful, creating documentation to be used across the organisation to help users benefit from the systems, software and services provided by I&T. 

Skills and Experience: 

• Demonstrable experience providing empathetic customer service/support. 
• Demonstrable experience in providing excellent verbal and written communications, ideally in answering queries.  
• Demonstrable understanding of and willingness to provide excellent Customer Service 
• Excellent communication skills with the ability to accurately convey information. 

Techology Experience: 

• This role privileges customer service skills and the appropriate attitude over specific technical knowledge, but exposure to or understanding of the following technologies would be an advantage.  
• Microsoft 365 and Office 365 products  
• Windows desktop operating system environments (Windows 10)  
• Windows/Azure Active Directory  

Source: https://careers.amnesty.org/vacancy/1st-line-service-desk-analyst-3911/3939/description/

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