Help Desk Support Analyst II - User Experience Lead UI/UX

This position will be hybrid and based in our WRI Europe office in the Hague or London. Existing work authorization is required at the time of application submission. WRI is unable to sponsor any visa work sponsorship for this position.

This is a full-time position and you would be in office 3.5 - 4 days per week.

Job Highlight:

Reporting to the Senior Help Desk Analyst, you will provide Tier II and III level of support in a high-volume capacity, responding to calls as a member of a small team. You will also be lead on the corporate workstation experience (UI/UX) for WRI staff. You will be supported by colleagues working in similar roles at the cutting edge of their fields across Asia, Africa, Europe, Latin America, and the United States.

What will you do:

Help Desk Support (50%):

• Provide Tier II and III level of support in a high-volume capacity responding to calls.
• Lead on the corporate workstation experience for WRI staff. Leverage Endpoint Manager/Autopilot
• Escalate priority support issues to senior staff and/ or corporate technology groups and collect and forward all relevant information prior to escalation to allow senior staff to respond in a timely manner
• Maintain a positive working relationship with all constituents - prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox and respond to cases in a timely fashion

Network Set-Up and troubleshooting (25%):

• Basic networking skills and troubleshooting
• Wireless and remote connectivity troubleshooting
• Work within a small or large systems team and contribute independently
• Provide technical supervision on small projects and write clear and concise technical documents

Hardware/Software Set-Up (25%):

• PC hardware and software procurement
• Provide hardware and software support for senior executives
• Hybrid work environments (A/V meeting rooms)
• Ensure adherence to department policies and procedures.

What will you need:

• Education: You have a completed bachelor’s degree in IT, computer science, engineering or relevant field or commensurate years of experience
• Experience: You have 3+ years of relevant, full-time work experience in the application support experience
• You have experience supporting users in a remote/help desk environment
• Experience with endpoint/workstation (Dell preferred)
• Experience with Windows 10/11 support in a corporate environment
• Experience with MS Outlook support
• Experience with MS o365 suite desktop/web apps support
• Experience with Azure/Endpoint Manager
• Certifications are a plus – Microsoft preferred
• Languages: You are proficient in spoken and written English
• Requirements: Existing work authorization is required where this position is located. WRI is unable to authorize visa work authorization.

Potential Salary:

£38,026 - £45,632 if based in the UK

€42,000 - €50,000 if based in the Netherlands

Salary is commensurate with experience and other compensable factors.

How to Apply:

You must apply through the WRI Careers portal to be considered.

What we offer:

• Access to the WRI global network with the opportunity to exchange with and learn from passionate colleagues working at the cutting edge of their fields across Asia, Africa, Europe, Latin America and the US
• The chance to have an impact and to develop your career within a mission driven organization with access to varied learning and training opportunities.
• A workplace that strives to put diversity and inclusion at the heart of our work
• The opportunity to join and get involved in different working groups and affinity groups to shape the future of WRI
• Commitment to hybrid working model with flexible working hours.
• Generous leave days that increase with tenure.

About Us:

Founded in 1982, World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity, and human well-being. We are working to address seven critical challenges that the world must overcome this decade to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. WRI has a global staff of over 1,800 people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico, Colombia and the United States, as well as a growing presence in other countries and regions.

The foundation of our work is delivering high-quality research, data, maps, and analysis to solve the world’s greatest environment and international development challenges and improve people’s lives. We work with leaders in government, business, and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.

Our mission and values:

WRI’s mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.

Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.

Our culture:

WRI is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices. We are committed to providing equal opportunities in employment; we embrace all diversity and encourage women, the LGBTQ+ community, persons with disabilities, Afro-descendants, and Indigenous people to apply. Recognizing our strong commitment to gender equality, WRI has also been awarded EDGE certification.

Our team in Human Resources carefully reviews all applications.