IT Officer – Service Desk Analyst (INT10095)

JOB DETAILS

DIVISION: Information System              TEAM: IT
LOCATION: Zaatar camp, Mafraq         CONTRACT TYPE: Fixed term
GRADE: D2                                                JOB FAMILY: IT
SALARY: According to grade.                 HOURS: 40

FLEXIBLE WORKING: 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.

DIVISION PURPOSE:

TEAM PURPOSE: The IT team is responsible to provide quality IT management support to Oxfam’s Yemen and MENA region with programming across the programme locations with conflicts and difficult to access. Managing the IT function in the MENA offices. Working with other members of the MENA IT team, the role will ensure the implementation of efficient IT support systems for Oxfam in MENA region.

The IT Team is responsible for ensuring efficiency and effectiveness in delivery of Oxfam’s operations in MENA region through management of the Oxfam IT processes and procedures

JOB PURPOSE: To provide provision of quality IT support services to all operations in related offices, including emergency response programmes, resilience and development programmes.

The role of the Service Desk Analyst is to support of Oxfam’s MENA regional IT processes and procedures through ways of working, training, and ongoing communication and collaboration with MENA regional IT Manager, Program Managers, Business support manager, Country Management Team, Programme, and Support staff. This role provides IT support for Oxfam’s “One Program” approach including humanitarian, development, and campaign & advocacy. One of the primary objectives of this post is to build capacity and capability through effective mentoring of the IT and non IT staff, including communication and training to partner organisations staff.

POST HOLDER REPORTS TO                         Regional Information System Manager-MENA region
                                                                           With dotted line of management in office

JOBS REPORTING TO THIS POST                   N/A

BUDGET RESPONSIBILITY                               N/A

DIMENSIONS OF THE ROLE

Maintain and manage the development of improvements to the department’s services, procedures and systems. Some limited line management or supervision of level E/F employees and volunteers. Draws from a variety of information sources to inform individual and group decisions.

Solving problems of a varied nature and resolving day-to-day problems without upward referral. Impact of this role is significant within the department and may have wider, organisational impact.

At Oxfam, our job profiles provide a guide to what might be expected in the role. Along with our strategy, the job profile is used to help to shape specific goals for employees. Employees are supported to deliver these goals and they are annually assessed against them as part of the Oxfam performance review process. This job profile is not incorporated into the employment contract.

KEY RESPONSIBILITIES

Customer Support MENA/OGB
• Act as the first line support and primary point of contact for all service-related queries, issues and requests
• Act as the Second Line Support function for the IS department
• Log all calls made to the Service Desk with the correct level of detail and impact to facilitate resolution
• Refer unresolved calls to the most appropriate resolver group and escalate calls to the correct level of management as appropriate
• 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.
• Act as a first line support and primary point of contact for all service-related queries, issues and requests.
• Log all calls made to the MENA Service Desk with the correct level of detail and impact to facilitate resolution.
• Refer unresolved calls to the most appropriate resolve group and escalate calls to the correct level of management as appropriate.
• Monitor the successful conclusion of all calls.
• Actively communicate user requirements and concerns from a service perspective within IS.
• Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes.
• Pro-actively communicate with customers on progress of open calls.
• Ensure that no illegal or unsupported software is installed on Oxfam equipment.
• Maintain a working knowledge of all Oxfam approved PC and/or application packages.
• Make recommendations to ISSM regarding policies, processes and procedures
• Drive user satisfaction levels by proactively managing expectations in the business with regards to service quality.
• Collaborate with the Regional IS Manager and the Service Delivery Coordinator to obtain information on impacted user groups and identify potential service enhancement opportunities.
• Work with users and the Regional IT Management to identify and assess service enhancement opportunities.
• Actively champion and communicate the user’s needs, requirements and concerns from a customer service perspective within the IS organization and in particular Service Delivery.
• Manage user expectations and establish confidence in IS services and them
• Able to manage and deeply MDM and/or EMS mobile device management tools

person specification

Most importantly, every individual at Oxfam GB needs to be able to:

• Live our values of INCLUSION, ACCOUNTABILITY and EMPOWERMENT (read more about these here).
• Ensure you commit to our ORGANISATIONAL ATTRIBUTES (including adhering to the Code of Conduct):

1. Be committed to our feminist principles, and to applying them in your day-to-day behaviour and your work. Be ready to keep learning, with accountability to those who experience oppression as a result of their identities, such as their gender, race/ethnicity, disability or class.
2. Be committed to undertaking Oxfam’s safeguarding training and adhering to relevant policies, to ensure all people who come into Oxfam are as safe as possible.

Experience, Knowledge & Competencies

Essentials

For this role, you will need to model Oxfam’s feminist leadership approach so we have selected the most relevant feminist leadership practices which we will use for assessment purposes (which you can read more about here):

At least 2 years’ experience working in Service desk and office 365 support
In addition, an ideal candidate will also have:

Diploma or University graduate in ICT related field, with high level of competence in implementation and development of computerized system and network.

Demonstrate ability to train or support staff on information systems through previous working experience.

Initiate to take responsibility and work with minimum supervision and ability to work to deadlines and having some experience in supervising others.

Good interpersonal and communication skills, including patience and respect for inexperience computer and IS systems, being able to work with multicultural team and to supervise other IT and support staff as required.
At interview, shortlisted candidates will also be assessed on our values and organisational attributes, as outlined above.

Desirable

• Diploma or University graduate in ICT related field, with high level of competence in implementation and development of computerized system and network.
• Demonstrate ability to train or support staff on information systems through previous working experience PERSON SPECIFICATION
Job profile template version 1.1 Amman – 12.10.2022
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• Initiate to take responsibility and work with minimum supervision and ability to work to deadlines and having some experience in supervising others.
• Good interpersonal and communication skills, including patience and respect for inexperience computer and IS systems, being able to work with multicultural team and to supervise other IT and support staff as required

Safer recruitment: All offers of employment are subject to satisfactory references and appropriate screening checks (which can include counterterrorism, safeguarding and criminal records checks). You can find out what this means here.