ICT Support Coordinator - Internal Applicants Only

Contract

This is a Professional contract, Grade 7 (NRC) contract. More about Professional contract, Grade 7 (NRC) contracts.

Context

ICT plays an increasingly vital role in helping NRC fulfil its mission to assist people displaced by war and conflict. Digital tools and processes, automation, and analytics are key enablers of NRC’s strategy and work. ICT Support in NRC’s Oslo-based Head Office provides an array of services to the organization ranging from vendor selection to rolling out new systems and from system administration to providing 2nd-line technical support to the 100+ field ICT staff based in over 40 countries worldwide. This particular role is a key member of the support team focusing on account management and 2nd line support duties, and the day-to-day ICT support of the 250 Head Office staff.

Are you looking to put your experience and IT skills to a noble course of coordinating and working with ICT staff in Oslo in support of collective work of the Global ICT Operations & Support Team?

Great! Please read on.

What you will do

Coordinating and working with ICT staff in Oslo and in the field using a number of tools, the ICT Support Coordinator contributes to the collective work of the Global ICT Operations & Support Team.

Some of your day-to-day tasks will include;

• Ensure that NRC staff get timely and effective ICT support and provide a positive experience for colleagues in need of ICT support. This includes handling tickets (with Freshservice) and in-person support;
• Analyze, diagnose, and resolve hardware and software technical support issues, escalate issues as needed;
• Prepare, distribute and maintain equipment (eg. laptops and phones), including asset tracking;
• Support the employee through their ICT journey, including onboarding, day-to-day troubleshooting and off-boarding at contract end;
• Train colleagues on how to use ICT equipment and tools;
• Document solutions to common ICT-issues/problems and make these available in the NRC ICT knowledge base;
• Contribute to process improvement initiatives;
• Contribute to projects such as selecting and deploying new tools or procedures;
• Contribute to the development of NRC’s ICT service management platform (FreshService);
• Adhere, communicate and enforce NRC ICT policies and standards as well as escalating any deviations.

What you will bring

• Minimum 3 years of relevant ICT support work experience.
• Bachelors degree or equivalent.
• Familiarity with a modern HelpDesk system such as FreshDesk, Jira, or similar.
• Has administered and/or configured online applications.
• Has coordinated or project-managed internal projects.
• Fluency in English, both written and verbal (additional languages will be considered an asset).

We know that you are curious and would like to learn more about this role; please click here to access the full Job Description.

What makes this position attractive?

• A challenging and exciting opportunity with an international team dedicated to advocating for the rights of people forced to flee.
• A chance to support a noble course of coordinating and working with ICT staff in Oslo in support of collective work of the Global ICT Operations & Support Team.
• Salary and benefits according to NRC’s salary scale and terms and conditions in the location of employment.

We are also looking for people who share our values:

• To be dedicated in what we do;
• To be innovative with our solutions;
• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible; the beneficiaries that we exist to serve; and to each other… the members of our NRC family.

We will be assessing candidates on an ongoing basis, therefore early applications are recommended.