IT Service Desk Analyst

The Transparency International Secretariat is currently seeking an IT Service Desk Analyst to join the Technology Team. The IT Service Desk Analyst provides end user support (ITIL Service Desk level 1 and 2) to both Transparency International Secretariat staff (approx. 120 users) and National Chapters of the Transparency International Movement (approx. 2000 clients globally). While the organisational language is English, the ability to communicate effectively and build connections with our colleagues across our international movement is essential, meaning additional language skills, particularly in French or Spanish, are an advantage. OVERVIEW OF KEY DIMENSIONS Role Purpose: The IT Service Desk Analyst provides end user support (ITIL Service Desk level 1 and 2) to both Transparency International Secretariat staff (approx. 120 users) and National Chapters of the Transparency International Movement (approx. 2000 clients globally). Team: Technology Team Reporting Line: (interim) IT Manager Salary: salary according to TI-S internal salary structure; for this position corresponding to band PF1 a salary starting EUR 33,500.00 gross per year depending on relevant experience Starting Date: as soon as possible Contract Duration: Currently we can offer an employment contract limited for a duration of 2 years. There is a prospect of extension subject to organisational need continuing, performance proven and funding confirmed and there is interest in a stable and long-term cooperation. Working Hours: full time [100%; 40 hours per week] Location: Transparency International Secretariat (TI-S), Berlin/Germany Job ID: TIS-TT-ITSDA-2021

MAIN ACCOUNTABILITIES OF THE ROLE

Based in the Technology Team and reporting to the (interim) IT Manager, the IT Service Desk Analyst will:

• Support the coordination of work and information flow between the Technology function and other internal teams, ensuring process integrity
• Proactively support day-to-day IT operations ensuring consistency with TI-S processes and procedures
• Respond to internal IT requests, analysing and providing solutions in a timely manner; providing user support (ITIL Service Desk level 1 and 2) to both Transparency International Secretariat staff (approx. 120 users) and National Chapters of the Transparency International Movement (approx. 2000 clients globally)

o Provide day-to-day technical support in the use of current TI information technology systems o Provide technical assistance in person, via phone, and online o Provide assistance in the maintenance and utilization of TI videoconference systems o Provide technical support to users on TI standard computer systems, software, and hardware o Set up new users, desks and moving equipment o Set up laptops and install software o Provide IT induction for new employees o Process requests for account creation and deletion o Process requests for password resets, creation of mailings lists and shared mailboxes o Help to document, track, and monitor all cases ensuring timely resolution o Support asset and license management

• Ensure processes are up to date and meet the needs of the team, suggest improvements where necessary
• Contribute to Technology team projects, carry out research and provide input on the development of strategies, policies and procedures, taking into account best practice
• Support information management for the team, including maintaining up to date, organised and accurate documentation systems
• Respond to requests for information, researching in order to provide sufficient responses or escalating where needed
• Support the organisation of institutional meetings and contribute to appropriate information management including preparing documentation before and after events
• Contribute to the overall functioning of the Technology Team by providing proactive and ad hoc support in close consultation with the (interim) IT Manager

CANDIDATE PROFILE

In order to succeed in this role, candidates will need to meet the following:

• Relevant ICT degree and/or relevant professional qualification/s or equivalent experience in the ICT sector
• 2+ years of relevant work experience servicing the information systems needs of a small/medium size organisation, preferably with international footprint
• Familiarity with the ITIL framework of best practice for IT Service Management
• Experience working with ITSM tools like SpiceWorks
• Demonstrated experience with Microsoft operating systems and cloud services, including Office 365
• Demonstrated experience with Active Directory and Azure Active Directory
• Knowledge of IT security" style="border-bottom: 1px dotted #007bff !important;">security and IT business continuity/disaster recovery an asset
• Familiarity with Microsoft Office and related applications
• Experience managing endpoint security solutions such as Comodo
• Experience of Mobile Device Management solutions such as Intune
• Strong analytical and problem solving skills and ability to diagnose and resolve issues effectively and efficiently
• Strong organisational skills and ability to successfully manage priorities in a dynamic and fast paced environment
• Good interpersonal skills with the ability to communicate ICT matters to individuals with diverse backgrounds
• High degree of service orientation and ability to remain calm and courteous under pressure
• Ability to work effectively both independently with minimum supervision and as part of a small team
• Professional language proficiency in English; additional languages – in particular Spanish and French, but also German, Russian and/or Arabic – desired and a strong advantage
• Commitment to the values and principles of Transparency International

WHAT WE OFFER

Joining the Transparency International Secretariat candidates can expect:

• the opportunity to become part of the global movement against corruption and make a positive contribution to the work of TI in the field of transparency and accountability working on a wide range of relevant and challenging issues
• a role with purpose, working in a team of engaged and enthusiastic colleagues experts in the field of anti-corruption and driven and united by the desire to fight corruption and achieve significant and large-scale replicable impact
• a dynamic, flexible and international working environment with peers representing 45+ different nationalities
• a high degree of collaboration and autonomy in a lean and agile organisation with flat hierarchies, streamlined decision-making processes and a shared leadership culture with servant leadership philosophy
• opportunities to learn and grow, including regular Show & Tell meetings and visits by external experts

Staff at TI-S enjoy a competitive compensation & benefits package designed for staff well-being and work life balance, incl.:

• a relocation package incl. sponsorship of work permit if needed and financial contribution to German language classes
• generous time off with 30 days of annual leave per year and flexible working times around core hours
• the possibility of Work from Abroad for periods of time (currently for up to 10 working days at a time for a maximum of 20 working days per calendar year), currently being piloted in an ongoing effort to increase virtualisation of work and foster highly collaborative remote work using MS Teams throughout the organisation
• organisational access to the employee assistance programme PME offering support in various areas incl. well-being
• Sodexo Restaurant Checks with plenty of options nearby the office for reduced prices for meals
• selection of fruits and hot drinks, summer and winter parties, and ‚Social Fridays’ with complimentary snacks and drinks
• free health sessions (e.g. back pain prevention) as well as reduced membership fees with Urban Sports Club
• a centrally located office in a vibrant metropolitan city with excellent public transportation connectivity at the river Spree