IS Service Desk Analyst (2049)

Working at Oxfam

Oxfam is a global movement of people working together to end the injustice of poverty.


Are you able to travel, as you will need to be able to work onsite 5 days a week at our Oxford HQ? 


Do you have the right to work in the UK?


The Role:


Oxfam GB is looking for an IS Service Desk Analyst, working within the UK Service Desk, based in Oxford, UK, to support Oxfam GB users. They will provide a reliable and customer-centric ‘first point of contact’ for user requests and service incidents across Oxfam GB.




Key Responsibilities


  • Act as the first line support and primary point of contact for all service-related queries, issues and requests for Oxfam GB customers
  • Log all calls made to the Service Desk with the correct level of detail and impact to facilitate resolution.
  • Perform thorough analysis of all incidents to ensure that underlying trends and root causes are identified and permanently resolved.
  • Providing business critical technical expertise using a unique knowledge set and solving operational/technical problems within their own area of expertise which may often be complex.
  • Escalate issues to the second- and Third-line support where appropriate and communicate business criticality and impact.
  • Working with IS Support staff from the OGB International Regions and Oxfam affiliates.
  • Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes.
  • Manage user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.
  • Ensure the formal process of identifying, communicating and resolving ‘known problems’ is maintained and delivered and participate in the Problem Management process where appropriate (includes both reactive and proactive modes) to ensure that disruption to business systems is minimised.


What we are looking for:


We are looking for a Service Desk Analyst to join our team, based in Oxford in the UK. You will be used to working under pressure and have clear and concise communication skills and a drive to exceed customer expectations.


You will preferably have good experience of working in an IS Service Desk environment, dealing with Incident/ Request and Problem management, with an understanding of Change Control and Release Management.


From a technical perspective ideally, you will have good experience and good working knowledge working with at least a few, if not many of the following technologies:


Windows 10 Desktop/OS MAC desktop/OS/Mobile experience in a BAU environment, Microsoft Outlook, Office 365, Service Now (Call logging) System, Automated Software Distribution Tools i.e., SCCM (System Centre Configuration Manager), Operating system patching, Microsoft Windows software / hardware environment, Virtual Private Network, Active Directory management (Group/User/Policy) within a multi-site environment.


We offer:


We offer a competitive salary and a range of additional benefits to staff including flexible working options, generous pension scheme, annual leave, additional leave allowances, company sick pay, life assurance and a range of other benefits. 


From the day you join Oxfam we invite you to stretch and learn in your role. Our wide range of Learning & Development opportunities includes in-house courses, e-learning modules, on-the job learning opportunities, coaching and mentoring, and much more. 


You can read more about all Oxfam has to offer here.




We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you.


How to apply:


As part of your online application, please upload your up to date CV and Cover Letter explaining your suitability against the essential criteria in the job profile.  


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