Job Description

The Role:

We are looking for IT Officer to perform the follow 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 management level as appropriate.
• Manage user expectations and establish confidence in IS services and their outsourced partners by proactively communicating service effects 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 management level 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.
• Proactively communicate with customers on the 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 Service 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 IS Service 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, particularly Service Delivery.
• Manage user expectations and establish confidence in IS services and them

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 are annually assessed against them as part of the Oxfam performance review process. This job profile is not incorporated into the employment contract.

What we are looking for:

The ideal candidate should meet the following requirements:

Essential

• A diploma or University graduate in an ICT-related field with a high level of competence in the implementation and development of computerized systems and networks.
• At least two years of experience working in the Service desk and M365 support.
• Demonstrate ability to train or support staff on information systems through previous working experience.

In addition:

• Good interpersonal and communication skills, including patience and respect for inexperience computer and IS systems, being able to work with multicultural teams and
• Initiate taking responsibility and working with minimum supervision, having the ability to work to deadlines, and having some experience in supervising others.
• Patient adaptable, flexible, able to improvise and remain responsive under pressure.
• Flexibility and adaptability
• Gender sensitivity, commitment, and an understanding of Oxfam's values and the principles of equal opportunities.
• Good organizational skills and attention to detail.
• Fluency in English, both verbal and written
• Trustworthy.

Desirable

• Certification in IT Infrastructure Library (ITIL) or equivalent
• Certification or qualification in Customer Management processes
• A fundamental understanding of cloud technologies (PaaS, SaaS, IaaS)

Organizational Values:

• Accountability – Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions

• Empowerment – Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen

• Inclusiveness – We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.