ICT Support Specialist - 1st Line

We have an outstanding opportunity for an ICT Support Specialist, 1st Line with expertise in incident management in our Strategy, Portfolio, Partnerships and Digital Division. Reporting to the ICT Operations Manager, the post-holder works on the ICT Service desk, providing appropriate and timely first-line support for users working within the Commonwealth Secretariat headquarters and remote offices. Other responsibilities entailed in this role include (but are not limited to):

• Provides first call resolution or triage for all calls.
• Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner.
• Supports users on site or remotely.
• Monitors performance of hardware and communications infrastructure and escalates incidents and issues as necessary.
• Assists in setting up hardware and ICT applications
• Maintains and manages Mobile Device Management
• Analyses faults and resolves them in adherence to Service Level Agreements.
  
  To be considered for the post, you should have a Diploma in IT or related discipline. Candidates must also have at least three years' experience in an ICT Service Desk or similar IT Operations role in a busy fast paced Service environment, a good understanding of ITIL in principle, particularly in the Service Operation space, covering Service Desk Incident Management. A good knowledge of Office 365 Suite including Document Sharing and Collaboration as well as understanding of Virtual meeting room Technologies concepts.
To join us, you must be a citizen of a Commonwealth country, and you must have the right to live and work in the UK.

Please apply by submitting a CV and cover letter. Covering letters should be structured to address the key criteria required in the person specification, giving clear examples. The Commonwealth is a voluntary association of . It is home to 2.5 billion people, and includes both advanced economies and developing countries. 33 of our members are small states, including many island nations. Our member governments have agreed to shared goals like development, democracy and peace. Our values and principles are expressed in the . The Commonwealth's roots go back to the British Empire. But today the modern Commonwealth. The last two countries to join the Commonwealth were Gabon and Togo in 2022. Commonwealth Secretariat