Support analyst Christian Aid

Christian Aid’s Information Systems Division has a vital role supporting our response to the global challenges of poverty and injustice by making sure that we react quickly and efficiently in response to the needs of Christian Aid users and ensuring that they receive the right level of support.

Could you help us meet the challenge?

You would be contributing to the provision of an effective and efficient IT support service to Christian Aid staff in line with IS customer service standards.

Reporting to the Service Desk Manager, you will be focussed on delivering effective and efficient administration of user network and systems accounts and the set-up, installation and configuration of hardware and software. Within an ITIL-based environment, you will own incidents from inception to resolution, using your well developed Microsoft back office skills and a structured approach to troubleshooting. You will bring an enthusiastic approach to customer communications and a strong commitment to high quality customer service.

You will also form strong mutually-supportive links with other Support and Applications Analysts on the Service Desk and work closely with members of the System Development and Network Units within ISD and business users in the escalation of issues as appropriate.

If you are an individual with proven experience of Incident and Problem Management, with proven substantive computing experience in a technical environment of delivering effective support for current Microsoft Windows and Office products; network administration of user accounts using Active Directory and Exchange mail server; hardware and software installation and trouble-shooting and the use of remote desktop support tools, then you could be the very person we need.

Please show your suitability for this post by giving answers to the following questions: Using the guidance notes may help you formulate your answers.

Team work

Please describe a situation where you were successful in gaining the confidence of a team by building trusting, positive and open relationships.

Communication and interaction

Describe a situation where you had to explain something complex to a colleague or a client. What problems did you encounter and how did you deal with them?

Innovation and creativity

Tell us about a project or situation where you felt that the conventional approach would not be suitable. How did you manage the new approach and address the challenges you faced?

Customer service techniques

Describe a time you had to ask a number of questions and listen carefully to fully understand the customer's query.

For an informal discussion about this post please contact: Richard Nti on 020 7523 2439.

We value the contribution each person makes to the success of our organisation. That’s why you can expect a wide range of rewards and benefits, including a generous holiday allowance, a season ticket loan and flexibility that will ensure you enjoy a good work/life balance.

As this post is UK based, non-EC nationals will require current and valid permission to work in the UK.

Download the role profile (67 KB pdf)

To apply for this post, please download an application pack and email your completed UK & Ireland application form to: recruitment@christian-aid.org (quoting the reference number). Alternatively, your completed application form can be printed out and posted to us at:

Christian Aid
35 Lower Marsh
Waterloo
London SE1 7RT

Please note that CVs will not be accepted.

Job reference: 258/LJ

Closing date: 12 noon, Friday 16 March 2012

Interview date: Thursday 29 March 2012

Christian Aid values diversity and aspires to reflect this in our workforce. We welcome applications from people from all sections of the community, irrespective of race, colour, gender, age, disability, sexual orientation, religion or belief.