IT Analyst

Established in 1977, GOAL is an international humanitarian agency, with a team of over 3000 personnel, dedicated to alleviating the needs of the most vulnerable communities. Currently operating in 14 of the world’s most vulnerable countries, GOAL delivers a wide range of humanitarian and development programmes, ranging from humanitarian relief in disaster situations, to focusing on nutrition, food security, and building greater resilience and sustainable livelihoods.

The IT department is looking for a motivated and passionate individual to join GOAL’s global team, the IT Analyst will provide essential support and assistance to GOAL employees based in our head office and worldwide, enabling our staff to effectively operate as part of an organisation that transforms lives every day.

Job PurposeReporting to the IT Services Manger, the successful candidate will work with all departments across the organisation as 1st and 2nd line support for users in Head Office, as well as the global IT shared services. The focus of the role will lie in ensuring internal customer satisfaction. To achieve this, a strong attention to detail, clear communication, and the ability to work as part of a team is required.

Main duties and responsibilities

• Manage first and second level IT support in the form of the following:
  • Office 365 administration – Account (including but not limited to mailboxes, shared mailboxes, groups, office 365 groups) creation/removal, change of permissions.
  • PC/Laptop – Windows 10, 11
  • Printers
  • Business Applications, Software, Hardware & Network/Phone issues.
  • Managed anti-virus solutions.
• Field sites (GOAL countries)
• Provide remote support to users through email & remote system access.
• Work closely with in country IT technicians to help resolve any issues.
• Provide advice & assistance to local IT teams and users in the field
• Call management
• Logged & tracked all support calls from initiation to completion through Service Desk solution.
• Provide regular feedback to users on calls and update IT tickets on Service Desk solution.
• Escalate calls to the appropriate team or service partners when necessary, ensuring good transfer of ownership.
• Documentation
• Document processes & procedures.
• Create users & support documentation when required.
• Populate online knowledge base with issues/resolutions.
• Keep up to date records of software & hardware register.
• Provide weekly/regular updates to the IT Services Manager.

Key Performance Objectives

• Successful closure of tickets in a timely and satisfactory manner, and feedback from users.
• ;Completion of assigned tasks\projects.

Behaviours

• Self-motivated with an ability to work in teams.
• Attention to detail, conscientious and have an ability to work on your own initiative.
• Be enthusiastic, ambitious and keen to learn new skills with a positive attitude.
• Be able to work to strict deadlines.
• Able to prioritize, execute and escalate where appropriate.

Requirements (Person Specification)

• Strong Communication skills and ability to work with diverse users.
• Relevant third level qualification
• Relevant Certification/Experience:
  • Office 365 Administrator experience.
  • Centralised Anti-Virus administration experience.
  • Windows Server administrator experience.
  • Ticketing system experience.
  • Microsoft 365 apps experience.

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