Oxfam International Secretariat is looking for an IT Operations Officer is part of the OI Service Delivery Operations function and provides efficient first- and second-line solutions to all user requests and service incidents across Oxfam International and ensures the proper function of the organization’s hardware and software. The role includes service line management and reporting, problem and incident management, user liaison, desktop support as well as updating documentation and proposing new standards.
Essential
Significant demonstrable IT experience at an operations role.
2 years of support experience in an enterprise IT environment, having performed operational and break/fix activity.
Proven experience working with and administering Case Management Systems such as ServiceNow
Proven experience in supporting end users and key stakeholders remotely
Proven experience administering users in Active Directory and Microsoft Office 365 Exchange
Ability to coordinate with multiple internal teams and third-party software vendors as needed for resolution of business-impacting problems
Display effective coordination skills
Excellent written and spoken English
Exceed customer expectations
Clear and concise communication with customers and team
Excellent prioritization and organizational skills
Incident and problem management experience
Ability to work under pressure.
Formal Education & Certification
Education to degree level in a computing related Certification
Certifications or demonstrable Tier 2 experience in Microsoft Stack e.g. Active Directory, O365 and Power BI
Knowledge of or Certifications in ITIL (Foundation, Intermediate), Microsoft Operations Framework.
Required qualifications / experience
Strong technical knowledge of network and PC operating systems.
Extensive application support experience with common client applications e.g. Office
Extensive experience with Service Management Software (e.g. Service Now)
Experience with cloud-based policy and support software (Microsoft Intune/MDM/Meraki).
Desirable
Certification or experience supporting ERP & CRM cloud platforms
Experience administering cloud content platforms such as Box.com
Experience administering enterprise SaaS services
Experience with the implementation and administration of Microsoft Skype for Business or Teams
