IS Service Desk Analyst (2049)

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.,

• 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., Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom Oxfam GB engages. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.


The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks. Oxfam GB also participates in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants' previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.

We are committed to ensuring diversity and gender equality within our organisation and encourage applicants from diverse backgrounds to apply.

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.

Oxfam is a global community who believe poverty isn't inevitable. It's an injustice that can be overcome. We are shop volunteers, women's right activists, marathon runners, aid workers, coffee farmers, street fundraisers, goat herders, policy experts, campaigners, water engineers and more. And we won't stop until everyone can live life without poverty for good.

Oxfam GB is a member of international confederation of 21 organisations working together with partners and local communities in the areas of humanitarian, development and campaigning, in more than 90 countries.

A thriving diverse Oxfam:

It's people power that brings about change. To play our part as a global organisation working to overcome poverty and inequality, we need equality, diversity and inclusion across our community of staff, partners and volunteers. Together, we're committed to becoming a more diverse workforce, better able to tackle the global challenges that face our world today.

To do that:

• We need to dismantle the unequal power structures that exist everywhere, this including Oxfam and the wider development and charity sectors.


• We need an inclusive Oxfam where everyone can bring who they are to our work and feels celebrated for the differences they bring.


• We want and need everyone, and that means we need you.
  
  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.

Flexfam:

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.