Service Desk Analyst

0
154

The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org.

The International Committee of the Red Cross (ICRC) is offering IT solutions to external partners. The T&I division is responsible for designing, implementing, and supporting IT solutions in collaboration with the Business requestor.

The Service Desk Analyst provides technical but also functional support to external users by addressing their technical and functional requests according to the service level agreements.

The ICRC Belgrade Shared Services Centre (BSSC) is looking for suitable candidates to fill the following position:

Service Desk Analyst

(Location: Belgrade)

MAIN TASKS

  • Serves as the first point of contact for customers seeking technical assistance over the phone, portal, or e-mail
  • Ensures the full processing of incidents and requests by external user
  • Performs remote troubleshooting through diagnostic techniques and pertinent questions
  • Walks the customer through the problem-solving process
  • Collects all necessary information and logs them before forwarding the ticket to other levels of support
  • Provides services or resolution of the defined cases, incidents and/or requests on management processes for the selected external IT solutions in production within the Service Level Agreement
  • Ensures the permanent end-to-end IT service to the external users – 24/7 support
  • Deals with user complaints in a professional manner
  • Creates and updates user-based FAQs and internal Knowledge Base
  • Improves processes and procedures within the team allowing strong service focused deliverables

REQUIRED PROFILE

  • Computer science technical degree or 3 years equivalent experience along with a minimum of 2 years of professional experience in the IT service desk field
  • Available to work in shifts 24/7 including weekends and public holidays
  • Tech oriented along with working knowledge in the IT domain and remote support experience
  • Good understanding of computer hardware, and Windows operating systems; general knowledge of mobile devices and other tech products
  • Proven experience in using corporate service management tool (ticketing) tool
  • Excellent knowledge of the English language (written and spoken)
  • End-user service oriented, well-organized, open-minded and adaptable
  • Affinity for teamwork and strong collaborative attitude
  • Ability to work under pressure and manage crises with discernment
  • Motivated by the humanitarian work

ASSETS

  • ITIL certification
  • French and/or Spanish language knowledge (written and spoken)

WHAT WE OFFER

  • Work and progressive professional development in an exciting international environment
  • An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
  • Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

POSTAVI ODGOVOR

Please enter your comment!
Please enter your name here