Team and Job Purpose

• To provide technical support for Centre staff across the globe.
• As a member of the Centre Technology support team, the role holder will be responsible to deliver core user focused IT services to Centre staff globally.

Principle Accountabilities

• Provide comprehensive end-user support to Global Centre staff working outside the London office, ensuring the effective operation of laptops, mobile devices, applications, and productivity tools.
• Establish and manage strong networked relationships between country offices and Global IT teams, fostering collaboration and partnerships.
• Ensure the secure and efficient delivery of IT services across country offices and technology hubs, adhering to IT controls as defined in the Country Office Operating Model.
• Support country office IT staff by providing guidance, tools, and resources necessary to uphold IT standards and resolve common issues.

Experience and Skills

• Experience in providing end-user IT support, including troubleshooting hardware and software issues with strong knowledge and experience of Windows operating systems, Microsoft Office 365; including Teams, SharePoint, and OneDrive.
• Strong problem-solving and troubleshooting abilities with a focus on user satisfaction delivered with empathy and patience in understanding and addressing user concerns.
• Excellent communication skills, both written and verbal, for effective collaboration with diverse teams and customers.
• Experience in managing user accounts and permissions in a Windows Active Directory and Azure environments.
• Experience of current IT Service Management methodologies such as ITIL processes, ideally with certifications in ITIL and Microsoft technologies.
• Ability to work independently and manage time effectively while handling multiple priorities.
• Experience in developing and documenting IT processes and standard operating procedures.
• Experience of secure and efficient delivery of IT services across country offices and technology hubs, adhering to IT controls as defined in the Country Office Operating Model.

Education and Qualifications 

Essential

• Bachelor’s Degree in Computer Science, Information Technology, or a related field: Equivalent experience may be considered in lieu of formal educational qualifications.

Desirable

• Relevant Certifications (optional but preferred): Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation can be advantageous for the candidate